This article contains recommendations — but each dispute decision is judged individually on a case-by-case basis by your ticket buyer’s bank. Ticket Tailor can't be held responsible for any financial loss due to payment disputes.
Advice for responding to disputes via Stripe
Stripe offers a product called Radar for Fraud Teams to help you with disputes.
This product uses Radar’s machine learning (ML) models to estimate your chances of winning a dispute. It gives you a prediction score in the dispute details page of your Dashboard, so you can prioritise disputes.
How to respond to the dispute
In the online response form, describe clearly and concisely why the claim is unreasonable and how your evidence proves that, using a neutral and professional tone.
For example: Jenny Rosen purchased a ticket from our company on [date] using a Visa credit card. The ticket was sent to the customer’s email via Ticket Tailor on [date] to the email address provided by the customer, and it was delivered on [date], as shown in the order confirmation file provided, so the claim that the product was not received isn’t true.
Stripe lets you upload different file types to support your claim. Some types have essential information you must include:
A receipt must include the order date, payment currency and order total.
Customer communication must include the customer's name and their message
What you can include as evidence
A cancellation policy or other terms of service which should be cut down to highlight the relevant section.
If your policies are in your checkout form:
Head to ‘Orders’.
Search for the disputed order using the buyer name, email or Stripe transaction ID.
Select the disputed order.
Click ‘Export’ and choose ‘Line item report’.
Ensure buyer questions and attendee questions are selected and export your data.
This will download a report showing the checkout form they agreed to.
Proof that the purchase wasn’t fraudulent.
For example, share the email or address of the ticket buyer, or conversations/proof of them attending the event show that they intended to buy a ticket from you.
Proof of service or delivery.
For example, proof that their ticket was checked in at the event.
You can take a screenshot of the ticket check-in history by opening the order on your ‘Orders’ page, or in the Check-in app
Open your Ticket Tailor Check-in app.
Navigate to your event doorlist.
Search for the buyer’s name.
Take a screenshot of the check-in history.
A screenshot of the order confirmation in Ticket Tailor, clearly showing the buyer's email address.
Head to ‘Orders’.
Search for the disputed order using the buyer name, email or Stripe transaction ID.
Click on the order to expand the details.
Take a screenshot and upload it to Stripe.
Copies of the event confirmation email sent to the buyer.
Head to ‘Orders’.
Search for the disputed order using the buyer name, email or Stripe transaction ID.
Click on the order to expand the details.
Click ‘Print order confirmation’.
Save the order confirmation as a PDF.
Proof that your event took place, for example any media coverage, social media or event recordings.
A link to your website or event page.
If you sent physical tickets or products, proof that a physical ticket was sent to the address provided by your customer, e.g. evidence of postage tracking.
Screenshots of any details that establish a link to the purchaser and your organisation.
For example, the buyer is signed up to your mailing list.
Any other relevant details that prove your ticket buyer bought a ticket from you.