> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ontreasure.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Respond to disputes and chargebacks

> What happens when a buyer disputes a charge with their bank, how to submit evidence, what a dispute costs, and when to accept one.

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.

## 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.

### Dispute statuses

| Status | What it means |
| - | - |
| **Needs response** | The bank is waiting for evidence. You can respond or accept. |
| **Under review** | Evidence was submitted and the bank is deciding. |
| **Won** | The bank ruled for you. |
| **Lost** | The bank ruled for the buyer, or you accepted the dispute. |
| **Charge refunded** | The charge was refunded. |

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

## 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:

| Currency | Dispute fee |
| - | - |
| USD | \$15 |
| CAD | \$15 CAD |
| AUD | \$25 AUD |

* 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](https://docs.ontreasure.com/hosts/payouts.md#negative-balances).

## 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.

> [!TIP]
>
> Respond well before the **Due by** date. Evidence can only be edited while the dispute **Needs response**.

## 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**.

> [!WARNING]
>
> Accepting can't be undone, and you can't submit evidence afterwards.

## 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.

## Related

> **[Orders and refunds](https://docs.ontreasure.com/hosts/orders-and-refunds.md)**
>
> Refund an order before it turns into a dispute.

> **[Payouts](https://docs.ontreasure.com/hosts/payouts.md)**
>
> How disputes appear in your payouts.


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