{
  "schema_version": 1,
  "diagram_type": "lifecycle",
  "meta": {
    "title": "Northline Coffee — Refund and Chargeback Lifecycle (2026-07)",
    "output": "northline-dispute.html",
    "viewBox": [
      980,
      660
    ],
    "animation": "trace",
    "quality_profile": "showcase",
    "views": [
      {
        "id": "refund-path",
        "label": "A clean refund",
        "focus": [
          "requested",
          "refunded",
          "reversed",
          "landed",
          "booked"
        ],
        "note": "Shopify marks the order refunded, Stripe reverses the charge, it nets out of a later payout, and QuickBooks posts the contra entry."
      },
      {
        "id": "dispute-waits",
        "label": "Chargeback waits",
        "focus": [
          "reversed",
          "disputed",
          "evidence",
          "landed"
        ],
        "note": "A chargeback pulls the funds and fee immediately and then waits on the card network. Nothing is final while evidence is pending."
      },
      {
        "id": "exits",
        "label": "How it ends",
        "focus": [
          "evidence",
          "lost",
          "booked",
          "stale"
        ],
        "note": "Won disputes rejoin the payout path. Lost is terminal and the fee stays. A refund the books missed is a recoverable failure, not an end."
      }
    ]
  },
  "lanes": [
    {
      "id": "main",
      "label": "Refund path"
    },
    {
      "id": "waiting",
      "label": "Waiting on Stripe / card network"
    },
    {
      "id": "exceptions",
      "label": "Books catch-up"
    },
    {
      "id": "terminal",
      "label": "Terminal"
    }
  ],
  "states": [
    {
      "id": "requested",
      "type": "start",
      "label": "Refund requested",
      "sublabel": "customer / support",
      "lane": "main",
      "col": 0,
      "step": "01",
      "tag": "Shopify"
    },
    {
      "id": "refunded",
      "type": "active",
      "label": "Refunded in Shopify",
      "sublabel": "order marked refunded",
      "lane": "main",
      "col": 1,
      "step": "02",
      "tag": "orders SoT"
    },
    {
      "id": "reversed",
      "type": "active",
      "label": "Stripe reversal",
      "sublabel": "charge refunded",
      "lane": "main",
      "col": 2,
      "step": "03",
      "tag": "fee not returned"
    },
    {
      "id": "landed",
      "type": "decision",
      "label": "Netted in payout",
      "sublabel": "next Chase deposit",
      "lane": "main",
      "col": 3,
      "step": "04",
      "tag": "cash SoT"
    },
    {
      "id": "booked",
      "type": "success",
      "label": "Booked in QuickBooks",
      "sublabel": "contra revenue posted",
      "lane": "main",
      "col": 4,
      "step": "05",
      "tag": "done"
    },
    {
      "id": "disputed",
      "type": "waiting",
      "label": "Chargeback opened",
      "sublabel": "funds + fee held",
      "lane": "waiting",
      "col": 0,
      "tag": "pause"
    },
    {
      "id": "evidence",
      "type": "waiting",
      "label": "Evidence submitted",
      "sublabel": "awaiting network",
      "lane": "waiting",
      "col": 1,
      "tag": "wait"
    },
    {
      "id": "stale",
      "type": "failure",
      "label": "Not in books",
      "sublabel": "refund landed, no entry",
      "lane": "exceptions",
      "col": 0,
      "yOffset": 78,
      "tag": "recoverable"
    },
    {
      "id": "lost",
      "type": "failure",
      "label": "Dispute lost",
      "sublabel": "funds + fee gone",
      "lane": "terminal",
      "col": 0,
      "tag": "terminal"
    },
    {
      "id": "closed",
      "type": "failure",
      "label": "Refund declined",
      "sublabel": "outside policy",
      "lane": "terminal",
      "col": 1,
      "tag": "terminal"
    }
  ],
  "transitions": [
    {
      "id": "chargeback",
      "from": "reversed",
      "to": "disputed",
      "variant": "security",
      "fromSide": "bottom",
      "toSide": "top",
      "route": "straight"
    },
    {
      "id": "submit-evidence",
      "from": "landed",
      "to": "evidence",
      "variant": "default",
      "route": "drop"
    },
    {
      "id": "books-missed",
      "from": "reversed",
      "to": "stale",
      "variant": "security",
      "fromSide": "left",
      "toSide": "left",
      "via": [
        [
          320,
          157
        ],
        [
          320,
          385
        ]
      ]
    },
    {
      "id": "catch-up",
      "from": "stale",
      "to": "reversed",
      "variant": "emphasis",
      "fromSide": "left",
      "toSide": "top",
      "via": [
        [
          20,
          385
        ],
        [
          20,
          80
        ],
        [
          402,
          80
        ]
      ]
    },
    {
      "id": "dispute-lost",
      "from": "evidence",
      "to": "closed",
      "variant": "security",
      "fromSide": "bottom",
      "toSide": "top",
      "route": "straight"
    },
    {
      "id": "declined",
      "from": "disputed",
      "to": "lost",
      "variant": "security",
      "fromSide": "bottom",
      "toSide": "top",
      "via": [
        [
          480,
          336
        ],
        [
          480,
          432
        ],
        [
          402,
          432
        ]
      ]
    }
  ],
  "cards": [
    {
      "dot": "emerald",
      "title": "Refund path",
      "items": [
        "Shopify owns the order status; Stripe owns the money movement",
        "A refund nets out of a later payout — it is not a separate withdrawal",
        "The money is done only when QuickBooks has the contra entry"
      ]
    },
    {
      "dot": "amber",
      "title": "Waits",
      "items": [
        "A chargeback holds funds and the dispute fee immediately",
        "Evidence submission waits on the card network, often weeks",
        "Neither wait is terminal; the order stays open in the close"
      ]
    },
    {
      "dot": "rose",
      "title": "Exits and recovery",
      "items": [
        "Lost dispute and declined refund are terminal",
        "Refund landed but not booked is recoverable: post the entry",
        "Stripe's original processing fee is never returned"
      ]
    }
  ]
}