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A dispute, or chargeback, happens when a buyer asks their bank to reverse a charge for a ticket or table. The bank holds the disputed amount while it decides. You can fight the dispute by sending evidence, or accept it. This page explains both, and what each costs.

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Find your disputes

From your event dashboard, open Orders → Disputes. At the top you’ll see Open disputes, Amount on hold, and your Win rate. The list shows each dispute’s customer, amount, reason, status, date, and Due by date. Click a dispute to open its details. The Due By date is marked (Soon) when it’s less than two days away and (Overdue) once it has passed.

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Dispute statuses

Statuses starting with Warning are early inquiries from the card issuer that haven’t become a full dispute yet.

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What a dispute costs

When the bank withdraws the disputed funds, the disputed amount and a dispute fee are taken from your earnings for that event:
  • If you win, the funds the bank returns are credited back to you.
  • If you submit evidence and don’t win, a counter fee of the same amount is also charged.
  • If you accept or lose, the disputed amount goes to the cardholder, and neither it nor the dispute fee is returned.
Disputes show as deductions in your payout breakdown, and a dispute can take an event’s balance below zero. See Payouts.

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Fight a dispute

1

Open the dispute

Open a dispute with the status Needs response.
2

Add your evidence

Fill in what applies:
  • Product Description — what the buyer bought, such as the ticket type and event date
  • Refund Policy Explanation — your refund policy and how it applies
  • Additional Information — anything else, such as proof the ticket was scanned at the door
You can attach one file each for Customer Communication Files, Refund Policy Files, and Additional Files, up to 10MB each.
3

Save your evidence

Click Save Evidence. Treasure reviews it and sends it to the card issuer for you within 3–5 business days.
Respond well before the Due by date. Evidence can only be edited while the dispute Needs response.

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Accept a dispute

If you don’t want to fight a dispute — for example, if the buyer is right — you can accept it.
1

Open the dispute

Open a dispute with the status Needs response.
2

Click Accept dispute

A dialog asks Accept this dispute and lose the disputed amount. It explains that the dispute closes as lost, the amount goes to the cardholder, and the dispute fee isn’t refunded.
3

Confirm

Tick the box to confirm you understand, then click Accept dispute & charge.
Accepting can’t be undone, and you can’t submit evidence afterwards.

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Who can manage disputes

The Host, Co-Hosts, and Staff can view and respond to disputes. You can’t refund an order while it has an open dispute.

Orders and refunds

Refund an order before it turns into a dispute.

Payouts

How disputes appear in your payouts.