---
title: "Report a problem with an event supplier's Vault card payment and follow the dispute | Ticket Fairy-guider"
description: "Report a Vault card payment for your event that was charged twice, never arrived or that you don't recognise, in your own words and with evidence, then follow the dispute under Disputes in Card activity until the card network decides."
canonical: "https://www.ticketfairy.com/da/guides/report-a-problem-with-a-vault-card-payment"
---

# Report a problem with an event supplier's Vault card payment and follow the dispute | Ticket Fairy-guider

1. [Ticket Fairy](https://www.ticketfairy.com/)
2. [Guider](https://www.ticketfairy.com/da/guides)
3. Report a problem with an event supplier's Vault card payment and follow the dispute

Vault og Capital

# Report a problem with an event supplier's Vault card payment and follow the dispute

A supplier charges the production card for your event twice, or the staging never turns up. Instead of phoning a bank, the person who looks after the card reports the problem from the payment itself, and Vault raises it with the card network and shows where it stands.

Report a Vault card payment for your event that was charged twice, never arrived or that you don't recognise, in your own words and with evidence, then follow the dispute under Disputes in Card activity until the card network decides.

Til:  Getting money back for a card payment that went wrong

Tager:  4 minutter

- [Open the payment](#step-1)
- [Select Report a problem](#step-2)
- [Say what went wrong](#step-3)
- [Choose how much is wrong](#step-4)
- [Add your evidence](#step-5)
- [Select Send report](#step-6)
- [Follow the dispute](#step-7)
- [Dispute statuses](#step-8)

## Før du går i gang

- You're an owner or an admin on the brand. Ticket Fairy support can see your disputes but can't report a problem for you.
- The payment is a purchase or a hold on one of your brand's Vault cards. A refund can't be disputed.
- Ask the supplier first where you can. A refund from them is quicker than a dispute.

1. ## Open the payment

   Open **Vault**, select **Card activity**, then select the merchant on the payment's row.
2. ## Select Report a problem

   Select **Report a problem with this payment** at the foot of the payment's details.
3. ## Say what went wrong

   Enter what happened in your own words in **What went wrong?**, for example "We were charged twice".
           ![Ticket Fairy Vault Report a problem with this payment for a card payment to a stage supplier, with what went wrong, how much is wrong and evidence to add](https://www.ticketfairy.com/embeds/posters/marketing-vault-card-spend--report-a-problem.png)    Card activity, Report a problem with this payment.
4. ## Choose how much is wrong

   Under **How much is wrong?**, choose **All of it**, or choose **Part of it** and enter the amount.
5. ## Add your evidence

   Optional: Select **Add a file** to add up to 5 files, such as an invoice, an email from the supplier or a delivery note.
6. ## Select Send report

   Select **Send report**, and confirm it's you if Vault asks. "Problem reported. Follow it under Disputes." confirms it.
7. ## Follow the dispute

   On **Card activity**, choose **Disputes** in **Show**. Each dispute shows what went wrong, the payment, the amount, its status and when it last changed.
           ![Ticket Fairy Vault Card activity Disputes with one dispute being reviewed, one decided in the brand's favour and one sent to the card network](https://www.ticketfairy.com/embeds/posters/marketing-vault-card-spend--disputes.png)    Card activity, Disputes.

## Dispute statuses

A new dispute shows **Sent to the card network**, then **Being reviewed**. It ends as **Decided in your favour**, **Decided against you**, **Not accepted**, **Withdrawn** or **Closed without a decision**. The card network's review can take several weeks.

## Prøv disse trin på dit eget event

Opret en gratis konto, byg dit event og følg trinnene ovenfor i dit eget dashboard. Det tager få minutter, og du behøver ikke at booke et salgsopkald.

    Din e-mailadresse    [Opret en gratis konto](https://manage.ticketfairy.com/welcome) [Book en demo](https://www.ticketfairy.com/da/event-ticketing/book-a-demo)

Ingen oprettelsesgebyrer. Intet obligatorisk månedligt gebyr. Intet kreditkort påkrævet.

## Eller få det gjort for dig

Fai, the assistant inside your dashboard, can report a problem with a card payment in your own words, for the whole payment or part of it, with documents you have already added as evidence. She shows you the report and asks before she sends it, and you may need to confirm it's you in Vault. She also lists your disputes and where each one stands. MCP and the command line change nothing here.

### I dit dashboard, med Fai

Dispute the Vault card payment of \<AMOUNT\> at \<MERCHANT\>, we were charged twice

## Lad Fai gøre det for dig

Fai arbejder inde i dit Ticket Fairy-dashboard. Opret din konto, åbn Fai og indsæt instruktionen ovenfor.

   [Opret en gratis konto](https://manage.ticketfairy.com/welcome) [Book en demo](https://www.ticketfairy.com/da/event-ticketing/book-a-demo)

Ingen oprettelsesgebyrer. Intet obligatorisk månedligt gebyr. Intet kreditkort påkrævet.

## Spørgsmål du måske har

Can I report a second problem with the same payment?:  Not while one is in progress. "This payment already has a problem report in progress. Follow it under Disputes." appears. Once that dispute ends you can report the payment again.

Why don't I see Report a problem with this payment?:  The button shows to owners and admins on a purchase or a hold. A refund or a released hold has nothing to dispute.

Do I have to choose a reason from a list?:  No. Enter what happened in your own words, and Vault gives the card network the reason that fits. The Disputes list shows that reason, such as **Charged twice** or **Never received**.

What happens if I send the report twice?:  Vault sends one dispute. If the first try reached the card network, the second finds it and doesn't open another.

## Har du stadig et spørgsmål?

Book en demo, så besvarer vi det i en samtale ud fra din type event. Eller opret din konto og se det selv.

   [Book en demo](https://www.ticketfairy.com/da/event-ticketing/book-a-demo) [Opret en gratis konto](https://manage.ticketfairy.com/welcome)

Ingen oprettelsesgebyrer. Intet obligatorisk månedligt gebyr. Intet kreditkort påkrævet.

## Relaterede guides

- [Flere måder at bruge Ticket Fairy på](https://www.ticketfairy.com/da/event-ticketing/event-banking)
- [Add receipts, notes and events to your team's Vault card payments](https://www.ticketfairy.com/da/guides/add-receipts-to-vault-card-payments)
- [Track what your event team spends on Vault cards](https://www.ticketfairy.com/da/guides/track-vault-spending)
- [Freeze, cancel or change the limits on an event team's Vault card](https://www.ticketfairy.com/da/guides/freeze-cancel-or-change-a-vault-card)
- [Åbn en Vault-konto til dine billetindtægter](https://www.ticketfairy.com/da/guides/open-a-vault-account)
- [Se, hvor mange af dine billetpenge du kan bruge fra Vault](https://www.ticketfairy.com/da/guides/read-your-vault-balances)
- [Se, hvad dit event indtjente, og hvornår du får pengene](https://www.ticketfairy.com/da/guides/see-what-your-event-earned)
- [Get paid for your events in local currencies with Vault](https://www.ticketfairy.com/da/guides/receive-money-in-global-accounts)
- [Pay your event suppliers from Vault](https://www.ticketfairy.com/da/guides/pay-suppliers-from-your-vault)
- [Pay everyone you owe for an event](https://www.ticketfairy.com/da/guides/pay-everyone-you-owe-for-an-event)
- [Pay your event's artists, suppliers and crew at once from Vault](https://www.ticketfairy.com/da/guides/pay-several-people-at-once)
- [Invoice sponsors and partners for your event from Vault](https://www.ticketfairy.com/da/guides/manage-vault-invoices)
- [Pay your venue rent, artist residencies and regular event suppliers automatically from Vault](https://www.ticketfairy.com/da/guides/set-up-recurring-payments-from-vault)
- [Make a second person send every payment from your event money](https://www.ticketfairy.com/da/guides/turn-on-payment-approvals)
- [Collect table deposits, venue hire and sponsorship for your events with Vault payment links](https://www.ticketfairy.com/da/guides/get-paid-with-vault-payment-links)
- [Let your event team spend with Vault cards](https://www.ticketfairy.com/da/guides/issue-vault-cards)
- [Mark a supplier you pay every event as trusted](https://www.ticketfairy.com/da/guides/trust-a-payout-recipient)
- [Issue Vault cards to your whole event crew at once](https://www.ticketfairy.com/da/guides/issue-vault-cards-to-your-event-crew)
- [Get a Vault statement of your event money for your accountant](https://www.ticketfairy.com/da/guides/get-a-vault-statement)
- [Convert currencies and follow every movement of your event money in Vault](https://www.ticketfairy.com/da/guides/convert-currencies-and-read-your-vault-activity)
- [Let Fai prepare the finance work after your events](https://www.ticketfairy.com/da/guides/let-fai-prepare-your-finance-work)
- [Alle Ticket Fairy-guider](https://www.ticketfairy.com/da/guides)

## Gør det på dit eget arrangement

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  [Opret en gratis konto](https://manage.ticketfairy.com/welcome) [Book en demo](https://www.ticketfairy.com/da/event-ticketing/book-a-demo)

## Sælg billetter med Ticket Fairy

Alt i disse guides er i dit dashboard fra den dag, du tilmelder dig.

- Sæt dit event op på få minutter
- Gratis events er gratis
- Fai, din medpilot, er indbygget

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## Se det i en samtale

Book en demo, så viser vi dig, hvordan Ticket Fairy håndterer din type event.

 [Book en demo](https://www.ticketfairy.com/da/event-ticketing/book-a-demo) [Flere måder at bruge Ticket Fairy på](https://www.ticketfairy.com/da/event-ticketing/event-banking)

### Tips til at sælge flere billetter

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