--- title: "Report a problem with an event supplier's Vault card payment and follow the dispute | Ticket Fairy Guides" description: "Report a Vault card payment for your event that was charged twice, never arrived or that you don't recognize, 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/guides/report-a-problem-with-a-vault-card-payment" --- 1. [Ticket Fairy](https://www.ticketfairy.com/) 2. [Guides](https://www.ticketfairy.com/guides) 3. Report a problem with an event supplier's Vault card payment and follow the dispute Vault and 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, you report the problem from the payment itself, and Vault raises it with the card network and shows where it stands. Takes: 4 minutes [Watch the video: Report a problem with an event supplier's Vault card payment and follow the dispute](https://d3lcdr963b5ubl.cloudfront.net/uploads/guides/video/report-a-problem-with-a-vault-card-payment/5f06355592f016805d36bee3ff4b49d836c3fe98cfbcb4d7ebdb2dce62a286a3/5d1367230fe19a3c/guide.mp4) · [English](https://www.ticketfairy.com/resources/captions/guides/guide-report-a-problem-with-a-vault-card-payment-5d1367230fe1.vtt) ***Watch how it's done** 1 min 52 s, with captions.* - [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) ## Before you start - You're an owner 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. You can't dispute a refund. - Ask the supplier first where you can. A refund from them is quicker than a dispute. 1. ## Open the payment [Play from here](#guide-video) Open **Vault**, select **Card activity**, then select the merchant on the payment's row. 2. ## Select Report a problem [Play from here](#guide-video) Select **Report a problem with this payment** at the foot of the payment's details. 3. ## Say what went wrong [Play from here](#guide-video) Enter what happened in your own words in **What went wrong?**, for example "We were charged twice". ![The 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 [Play from here](#guide-video) Under **How much is wrong?**, choose **All of it**, or choose **Part of it** and enter the amount. 5. ## Add your evidence [Play from here](#guide-video) 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 [Play from here](#guide-video) Select **Send report**, and confirm it's you if Vault asks. "Problem reported. Follow it under Disputes." appears. 7. ## Follow the dispute [Play from here](#guide-video) On **Card activity**, choose **Disputes** in **Show**. Each dispute shows what went wrong, the payment, the amount, its status and when it last changed. ![The Vault Card activity Disputes with one dispute being reviewed, one decided in the brand's favor and one sent to the card network](https://www.ticketfairy.com/embeds/posters/marketing-vault-card-spend--disputes.png) *Card activity, Disputes.* ## Dispute statuses [Play from here](#guide-video) A new dispute shows **Sent to the card network**, then **Being reviewed**. It ends as **Decided in your favor**, **Decided against you**, **Not accepted**, **Withdrawn** or **Closed without a decision**. The card network's review can take several weeks. ## Or have it done for you Fai, your AI teammate, can check sales, update your event or change a ticket when you ask. Fai 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. ### In your dashboard, with Fai ``` Dispute the Vault card payment of at , we were charged twice ``` ## Questions you might have **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?** Owners see the button 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. ## Still have a question? Book a demo and we will answer it on a call, on your kind of event. Or create your account and see it for yourself. [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) [Create a free account](https://manage.ticketfairy.com/welcome) No setup fees. No monthly fee. No credit card required. ## Related guides - [More ways to use Ticket Fairy](https://www.ticketfairy.com/event-ticketing/event-banking) - [Add receipts, notes and events to your team's Vault card payments](https://www.ticketfairy.com/guides/add-receipts-to-vault-card-payments) - [Track what your event team spends on Vault cards](https://www.ticketfairy.com/guides/track-vault-spending) - [Freeze, cancel or change the limits on an event team's Vault card](https://www.ticketfairy.com/guides/freeze-cancel-or-change-a-vault-card) - [Open a Vault account to hold your ticket money](https://www.ticketfairy.com/guides/open-a-vault-account) - [Open a Vault account for event money with the older setup form](https://www.ticketfairy.com/guides/open-a-vault-account-with-the-older-setup-form) - [See how much of your ticket money you can spend from Vault](https://www.ticketfairy.com/guides/read-your-vault-balances) - [Every Ticket Fairy guide](https://www.ticketfairy.com/guides) ## Do this on your own event Create your account, build your event and follow the steps in your own dashboard. You do not need to book a sales call. [Create a free account](https://manage.ticketfairy.com/welcome) [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) The Ticket Fairy, Inc. is a fintech company and technology platform. The Ticket Fairy, Inc. is not a bank, financial institution, or regulated financial services provider. Vault banking services are provided through regulated banking partners. Ticket Fairy is not a direct lender and does not make credit decisions. Ticket Fairy acts solely as a technology provider, connecting event businesses with third-party lending partners. All funding decisions, terms, and conditions are determined by the respective lending partners. ## Sell tickets with Ticket Fairy Start free with unlimited events and no monthly fee, and choose a paid plan when you need more. - Set up your event in minutes - Free events are free - Fai, your AI teammate, is built in [Create a free account](https://manage.ticketfairy.com/welcome) No setup fees. No monthly fee. No credit card required. ## See it on a call Book a demo and we will show you how Ticket Fairy handles your kind of event. [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) [More ways to use Ticket Fairy](https://www.ticketfairy.com/event-ticketing/event-banking) ### Tips for selling more tickets Practical advice from working event organizers, and every new guide as it is published. We respect your privacy. Unsubscribe anytime. --- This page is on Ticket Fairy, a ticketing, marketing and operations platform for live events and the venues that host them: festivals, club nights, concerts, conferences and tours, and night clubs, beach clubs and concert venues. It grows revenue with fan rewards that turn an audience into a sales channel, and runs the money side with payments and payouts, Vault business banking, and working capital advanced against ticket sales. 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