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What changes between the two
| Inquiry | Formal chargeback | |
|---|---|---|
| Money | Usually no disputed funds are taken while the question is open. | The disputed amount and any applicable fee may be debited when it opens. |
| Your task | Explain the transaction or resolve the customer's concern with the requested records. | Challenge the claim with evidence that answers the stated reason, or accept it. |
| Risk | The bank may close it, or the issue may escalate. | The issuer reviews the response and returns or keeps the funds. |
| Deadline | The case still gives you a processor-specific due date. | The response deadline is shown on the open dispute. |
Before you write anything, check three things
Case check
- Is this an inquiry, chargeback, or another dispute status?
- What transaction, amount, and reason does the notice identify?
- What exact deadline and file rules does the processor show?
Build the answer around the question
- 01Identify the customer's confusion
Unrecognized descriptor, delayed shipment, missing refund, recurring billing, and unauthorized use call for different records.
- 02Lead with the direct record
Use the refund confirmation, delivery record, order detail, cancellation log, or authorization signal that answers this case.
- 03Add only supporting context
A policy, message, or account history can make the direct record understandable. It should not replace it.
- 04Submit through the processor
An inquiry response is not a conversation with the issuing bank. Save the submitted packet and watch for a new status or a formal chargeback.
If the inquiry becomes a chargeback
Do not assume the first response is now the whole case. Stripe says an inquiry that escalates requires another dispute response. Re-read the new reason, amount, evidence fields, and deadline. Then use the same records in a packet that answers the formal notice.
For the next step, see how to respond, then choose the reason-specific guide that matches the notice.
