Responding To A Chargeback/Dispute In Stripe.

It’s unfortunate when you a receive a dispute but you have a few options to try to have it overturned.

Contact the Customer

If you have contact details for the customer, you can get in touch with them to understand the reason for the dispute. It’s possible (maybe even likely) that the customer simply did not recognise the transaction; contacting them can often help resolve the issue quickly. If the dispute is the result of a misunderstanding, the customer can ask their bank to withdraw the dispute. Even if your customer withdraws, it’s still important to provide evidence in the case.

Respond to the Dispute

You can respond to the dispute. To do this, simply visit the dispute’s page (at the URL we email you) and provide evidence appropriate for the dispute category. You can also submit evidence via the API. We will guide you through the appropriate evidence to provide depending on the type of dispute. We will submit any information you can provide to your customer’s credit card company and keep you posted afterwards.

Accept the Dispute

You can accept the dispute—effectively agreeing to the bank’s refund of the transaction. You should always perform this action if you do not intend to respond and submit evidence.


Fraudulent Dispute

What it means: The owner of the card says that they didn’t authorize the charge. This is the most common reason for a dispute and can happen if the card was lost or stolen. It can also happen if the cardholder doesn’t recognize the charge as it appears on the billing statement from their bank.

Required to overturn dispute: Get the cardholder to withdraw the dispute by helping them identify the charge or prove to the bank that their cardholder did authorize the transaction (this is the hardest type of dispute to win).

How to respond: First, try to get in touch with the cardholder. Sometimes people forget about charges they make. It’s also possible that someone they authorized to use the card–for instance, their spouse–made the charge and they were unaware of it at the time. If this is the case, ask them to let their bank know that they want to drop the dispute. Getting the cardholder to close the dispute from their end is by far the best way for you to make sure a dispute is resolved in your favor. If they agree to do this, you should still submit evidence for the dispute. The evidence should include a statement that the cardholder said they would withdraw the dispute (including the email if you corresponded by email), as well as the suggested fields below.

If you believe the charge was actually made using a stolen credit card, unfortunately you will need to accept the dispute. The credit card networks assign liability for accepting fraudulent online transactions to you, the business. However, if you believe the cardholder is mistaken or lying, you can attempt to prove this with the following information:

Once you have responded to Stripe it’s important to let the Ticketbooth team ([email protected]) know that you have responded. We can then help you take appropriate action such as canceling the tickets and marking them as a chargeback/dispute in the system so that your reports co-incide with your stripe reports.


Unrecognized Dispute

What it means: The customer doesn’t recognize the charge appearing on their card statement.

Required to overturn dispute: As with fraudulent disputes, get your customer to withdraw the dispute by helping them identify the charge.

How to respond: Try to get in touch with your customer. Sometimes people forget about charges they make. It’s also possible that someone they authorized to use the card – for instance, their spouse – made the charge and they were unaware of it at the time. If this is the case, ask them to let their bank know that they want to drop the dispute. Getting your customer to close the dispute from their end is by far the best way for you to make sure a dispute is resolved in your favor. If they agree to do this, you should still submit evidence for the dispute. The evidence should include a statement that the cardholder said they would withdraw the dispute and some pieces of evidence from the Ticketbooth dashboard.

Screenshot of the receipt / order confirmation: You can download/print a copy of the receipt by visiting the following URL while logged into the admin panel https://admin.ticketbooth.com.au/order/[[ORDERNUMBER]]/receipt or by looking up the order in the dashboard and printing a receipt.

Copy of the tickets: You can download a copy of the tickets to submit as evidence via the ticketbooth customers orders screen – which can be accessed along the top bar of the admin on the url in the format https://admin.ticketbooth.com.au/order/[[ORDERNUMBER]]/

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