Fight a chargeback
A guest can dispute a charge with their bank. The guarantee then moves to Disputed and a notification tells you. Your venue is the merchant that took the payment, so you are the one who answers the dispute, from your own Stripe dashboard.
The evidence pack
Section titled “The evidence pack”To help you answer, Service prepares a downloadable evidence pack. On the guarantee’s row, Prepare dispute evidence opens it.
The pack gathers:
- Consent — the exact policy text the guest accepted, with the consent date and the policy version;
- Charge — the amount charged and its date;
- Guest — the identity at the time of booking;
- Stripe references — the payment intent and the charge identifiers;
- Event trail — the guarantee’s timestamped history.
Each block copies in one click. Paste it into the matching field of the dispute, in your Stripe dashboard: that is where the dispute is settled.
If the guest’s profile was merged with another after the booking, the pack keeps the identity as it was at booking time — the one that consented to the charge.
Refund is not offered on a disputed guarantee — a dispute is settled in Stripe, not by a refund from Service.