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Disputes

Once in a while, an attendee contacts their bank or card company to challenge a charge instead of coming to you. This is called a dispute (you may also hear it called a chargeback). It's a normal part of taking card payments, and there's a clear way to handle it.

What a dispute is​

A dispute happens when a cardholder tells their bank they don't recognize a charge, didn't authorize it, or feel it was wrong. The bank temporarily pulls the funds back while it looks into the claim. This is different from a refund: a refund is something you choose to give, while a dispute is opened by the attendee's bank on their behalf.

What happens in Sunfish​

When a dispute is opened on one of your charges, Sunfish records it on the related order so you have a record of what's going on. The order will show that the charge is under dispute.

(Screenshot: an order showing a dispute)

The dispute itself, though, is decided through Stripe and the card networks, not inside Sunfish. Sunfish keeps your records straight; Stripe manages the actual back-and-forth with the bank.

What you should do​

  1. Don't panic. A dispute isn't a penalty or a final decision. It's a request for the bank to review the charge, and you get a chance to respond.
  2. Respond through Stripe. Stripe will guide you through submitting a response and provides a deadline. If you miss it, the dispute is usually decided in the cardholder's favor by default, so respond promptly.
  3. Provide evidence. The stronger your proof that the charge was legitimate, the better your chances. Helpful evidence includes the registration confirmation, the attendee's details, records of what they signed up for, and any communication you had with them.
tip

Your order and attendee records in Sunfish are useful evidence. Pull the order number, the registration details, and any email history before you respond in Stripe.

Avoiding disputes​

Most disputes come from confusion rather than fraud. A couple of habits help:

  • Make sure your event or organization name is recognizable, so the charge on a statement matches what the attendee expects to see.
  • Respond quickly when someone asks for a refund. Handling it directly with a refund is faster and cleaner for everyone than a dispute.
info

For the details of how a specific dispute is progressing, deadlines, evidence, and the outcome, check Stripe. That's where the process actually plays out.