Troubleshooting connections
Most connection issues come down to a handful of causes. Work through the ones that match your symptom.
“Connected, but 0 brands” / disputes aren’t appearing
Section titled ““Connected, but 0 brands” / disputes aren’t appearing”A processor connected at the workspace level still needs each brand pointed at its merchant account. Go to Brands → Connections and add the processor account with the correct merchant account ID for each brand. Until you do, no disputes route to that brand.
I can’t connect a processor
Section titled “I can’t connect a processor”Connecting a payment processor requires a verified email. If the connect action is blocked, verify your email first (use Resend email if you never got the link).
The Test button fails
Section titled “The Test button fails”- Double-check the credentials for typos or trailing spaces.
- Confirm you used live keys for a live account (not test/sandbox), or vice-versa.
- For Braintree, make sure the merchant ID and both keys are from the same Braintree account.
Webhooks aren’t arriving / are rejected
Section titled “Webhooks aren’t arriving / are rejected”- Confirm you registered the exact webhook URL shown in DisputeDash, including the workspace ID in the path for Stripe and Shopify Payments. See the webhook URL reference.
- Stripe: confirm the signing secret (
whsec_…) in DisputeDash matches the endpoint, and that the threecharge.dispute.*events are selected. - PayArc: confirm PayArc is sending the
x-payarc-webhook-secretheader with the same value you entered in DisputeDash. - Shopify Payments: confirm the webhook secret matches and the
disputes/createanddisputes/updatetopics are subscribed.
Stripe cases can’t find the order
Section titled “Stripe cases can’t find the order”DisputeDash reads the order ID from the Stripe charge’s metadata (order_id). If it’s missing, evidence can’t be gathered. Make sure your checkout writes the order ID into charge metadata. See Connect Stripe.
Zendesk returns no support history
Section titled “Zendesk returns no support history”Zendesk needs a per-brand Zendesk brand ID in addition to the workspace credentials. Without it, lookups for that brand do nothing. See Connect Zendesk.
Before you disconnect
Section titled “Before you disconnect”Disconnecting an integration can stop active cases from gathering evidence for the brands that rely on it. DisputeDash warns you when a disconnect will affect connected brands — read the warning before confirming.