---
title: "Report a problem with an event supplier's Vault card payment and follow the dispute | Guides Ticket Fairy"
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/fr/guides/report-a-problem-with-a-vault-card-payment"
---

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

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

Vault et 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.

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

Durée:  4 minutes

- [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)

## Avant de commencer

- 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.

## Essayez ces étapes sur votre propre événement

Créez un compte gratuit, montez votre événement et suivez les étapes ci-dessus dans votre propre tableau de bord. Cela prend quelques minutes et vous n'avez pas besoin de réserver un appel commercial.

    Votre adresse e-mail    [Créer un compte gratuit](https://manage.ticketfairy.com/welcome) [Réserver une démo](https://www.ticketfairy.com/fr/event-ticketing/book-a-demo)

Pas de frais d'installation. Pas d'abonnement mensuel obligatoire. Pas de carte bancaire requise.

## Ou faites-le faire pour vous

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.

### Dans votre tableau de bord, avec Fai

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

## Laissez Fai le faire pour vous

Fai travaille dans votre tableau de bord Ticket Fairy. Créez votre compte, ouvrez Fai et collez la consigne ci-dessus.

   [Créer un compte gratuit](https://manage.ticketfairy.com/welcome) [Réserver une démo](https://www.ticketfairy.com/fr/event-ticketing/book-a-demo)

Pas de frais d'installation. Pas d'abonnement mensuel obligatoire. Pas de carte bancaire requise.

## Questions que vous pourriez avoir

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.

## Vous avez encore une question ?

Réservez une démo et nous y répondrons lors d'un appel, pour votre type d'événement. Ou créez votre compte et voyez par vous-même.

   [Réserver une démo](https://www.ticketfairy.com/fr/event-ticketing/book-a-demo) [Créer un compte gratuit](https://manage.ticketfairy.com/welcome)

Pas de frais d'installation. Pas d'abonnement mensuel obligatoire. Pas de carte bancaire requise.

## Guides associés

- [D’autres façons d’utiliser Ticket Fairy](https://www.ticketfairy.com/fr/event-ticketing/event-banking)
- [Add receipts, notes and events to your team's Vault card payments](https://www.ticketfairy.com/fr/guides/add-receipts-to-vault-card-payments)
- [Track what your event team spends on Vault cards](https://www.ticketfairy.com/fr/guides/track-vault-spending)
- [Freeze, cancel or change the limits on an event team's Vault card](https://www.ticketfairy.com/fr/guides/freeze-cancel-or-change-a-vault-card)
- [Ouvrir un compte Vault pour recevoir l’argent de vos billets](https://www.ticketfairy.com/fr/guides/open-a-vault-account)
- [Voir combien de vos recettes de billetterie vous pouvez dépenser depuis Vault](https://www.ticketfairy.com/fr/guides/read-your-vault-balances)
- [Voir ce que votre événement a rapporté et quand vous serez payé](https://www.ticketfairy.com/fr/guides/see-what-your-event-earned)
- [Recevez les paiements de vos événements dans les devises locales avec Vault](https://www.ticketfairy.com/fr/guides/receive-money-in-global-accounts)
- [Payez vos fournisseurs événementiels depuis Vault](https://www.ticketfairy.com/fr/guides/pay-suppliers-from-your-vault)
- [Payer toutes les personnes à qui vous devez de l’argent pour un événement](https://www.ticketfairy.com/fr/guides/pay-everyone-you-owe-for-an-event)
- [Pay your event's artists, suppliers and crew at once from Vault](https://www.ticketfairy.com/fr/guides/pay-several-people-at-once)
- [Invoice sponsors and partners for your event from Vault](https://www.ticketfairy.com/fr/guides/manage-vault-invoices)
- [Pay your venue rent, artist residencies and regular event suppliers automatically from Vault](https://www.ticketfairy.com/fr/guides/set-up-recurring-payments-from-vault)
- [Make a second person send every payment from your event money](https://www.ticketfairy.com/fr/guides/turn-on-payment-approvals)
- [Collect table deposits, venue hire and sponsorship for your events with Vault payment links](https://www.ticketfairy.com/fr/guides/get-paid-with-vault-payment-links)
- [Let your event team spend with Vault cards](https://www.ticketfairy.com/fr/guides/issue-vault-cards)
- [Mark a supplier you pay every event as trusted](https://www.ticketfairy.com/fr/guides/trust-a-payout-recipient)
- [Issue Vault cards to your whole event crew at once](https://www.ticketfairy.com/fr/guides/issue-vault-cards-to-your-event-crew)
- [Get a Vault statement of your event money for your accountant](https://www.ticketfairy.com/fr/guides/get-a-vault-statement)
- [Convert currencies and follow every movement of your event money in Vault](https://www.ticketfairy.com/fr/guides/convert-currencies-and-read-your-vault-activity)
- [Let Fai prepare the finance work after your events](https://www.ticketfairy.com/fr/guides/let-fai-prepare-your-finance-work)
- [Tous les guides Ticket Fairy](https://www.ticketfairy.com/fr/guides)

## Faites-le sur votre propre événement

Créez votre compte, montez votre événement et suivez les étapes dans votre propre tableau de bord. Vous n’avez pas besoin de réserver un appel commercial.

  [Créer un compte gratuit](https://manage.ticketfairy.com/welcome) [Réserver une démo](https://www.ticketfairy.com/fr/event-ticketing/book-a-demo)

## Vendez des billets avec Ticket Fairy

Tout ce qui figure dans ces guides est dans votre tableau de bord dès le jour de votre inscription.

- Montez votre événement en quelques minutes
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 [Créer un compte gratuit](https://manage.ticketfairy.com/welcome)

Pas de frais d'installation. Pas d'abonnement mensuel obligatoire. Pas de carte bancaire requise.

## Voyez-le lors d'un appel

Réservez une démo et nous vous montrerons comment Ticket Fairy gère votre type d'événement.

 [Réserver une démo](https://www.ticketfairy.com/fr/event-ticketing/book-a-demo) [D’autres façons d’utiliser Ticket Fairy](https://www.ticketfairy.com/fr/event-ticketing/event-banking)

### Des conseils pour vendre plus de billets

Des conseils pratiques d'organisateurs qui affichent complet, et chaque nouveau guide dès sa publication.

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