A fan disputed a charge. What happens now?
A dispute is when a fan asks their bank about a payment. Fans pay into your own Stripe account, so disputes are filed against your account, and you respond in your Stripe dashboard.
Inquiry or chargeback
| Type | What it means | The fan's tickets |
|---|---|---|
| Inquiry | The bank is asking for information. It's not a chargeback yet. | Still work |
| Chargeback | The bank is taking the payment back while it decides | Stop working. The ticket shows Cancelled: payment disputed. |
We email you when a dispute opens and when it changes.
What it costs
While the dispute is open, Stripe may take the amount from your Stripe balance, plus a dispute fee. Stripe may charge a further fee if you respond. The fan's bank decides the result. Our service fee isn't returned on a dispute.
How to respond
Responding is up to you. Your Stripe dashboard shows whether you can respond, and by when. Good evidence:
- the order and the email the tickets went to,
- the check-in record, if the fan came.
Evidence we send for you
When a dispute opens, we add the details we hold about the order to it in Stripe, without replacing anything you wrote. If you haven't sent your own response 48 hours before Stripe's deadline, we may send one for you, including anything you added. Some disputes we leave to you, so don't count on it. You can send your own at any time before that, and we won't overwrite it. To stop us sending responses for you, write to support@daytona-lab.com. We still add the order details.
If you win
If the bank decides in your favour, we turn the tickets back on, unless something stops us. The tickets stay cancelled if the event is over by then, the event was cancelled, the payment was refunded, or another dispute on it is still open.
Your Stripe dashboard is the record of the money. Some figures in our dashboard may not match it after tickets are turned back on.
Fewer disputes
A clear refund policy, a card statement name fans recognize, and quick replies to refund emails all help.