---
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 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/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 Guides

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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, 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.

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

Takes:  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)

## Before you start

- 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.

## Try these steps on your own event

Create a free account, build your event and follow the steps above in your own dashboard. It takes a few minutes and you do not need to book a sales call.

    Your email address    [Create a free account](https://manage.ticketfairy.com/welcome) [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo)

No setup fees. No required monthly ticketing fee. No credit card required.

## Or have it done for you

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.

### In your dashboard, with Fai

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

## Let Fai do it for you

Fai works inside your Ticket Fairy dashboard. Create your account, open Fai and paste the prompt above.

   [Create a free account](https://manage.ticketfairy.com/welcome) [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo)

No setup fees. No required monthly ticketing fee. No credit card required.

## 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?:  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.

## 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 required monthly ticketing 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)
- [See how much of your ticket money you can spend from Vault](https://www.ticketfairy.com/guides/read-your-vault-balances)
- [See what your event earned and when you get paid](https://www.ticketfairy.com/guides/see-what-your-event-earned)
- [Get paid for your events in local currencies with Vault](https://www.ticketfairy.com/guides/receive-money-in-global-accounts)
- [Pay your event suppliers from Vault](https://www.ticketfairy.com/guides/pay-suppliers-from-your-vault)
- [Pay everyone you owe for an event](https://www.ticketfairy.com/guides/pay-everyone-you-owe-for-an-event)
- [Pay your event's artists, suppliers and crew at once from Vault](https://www.ticketfairy.com/guides/pay-several-people-at-once)
- [Invoice sponsors and partners for your event from Vault](https://www.ticketfairy.com/guides/manage-vault-invoices)
- [Pay your venue rent, artist residencies and regular event suppliers automatically from Vault](https://www.ticketfairy.com/guides/set-up-recurring-payments-from-vault)
- [Make a second person send every payment from your event money](https://www.ticketfairy.com/guides/turn-on-payment-approvals)
- [Collect table deposits, venue hire and sponsorship for your events with Vault payment links](https://www.ticketfairy.com/guides/get-paid-with-vault-payment-links)
- [Let your event team spend with Vault cards](https://www.ticketfairy.com/guides/issue-vault-cards)
- [Mark a supplier you pay every event as trusted](https://www.ticketfairy.com/guides/trust-a-payout-recipient)
- [Issue Vault cards to your whole event crew at once](https://www.ticketfairy.com/guides/issue-vault-cards-to-your-event-crew)
- [Get a Vault statement of your event money for your accountant](https://www.ticketfairy.com/guides/get-a-vault-statement)
- [Convert currencies and follow every movement of your event money in Vault](https://www.ticketfairy.com/guides/convert-currencies-and-read-your-vault-activity)
- [Let Fai prepare the finance work after your events](https://www.ticketfairy.com/guides/let-fai-prepare-your-finance-work)
- [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)

## Sell tickets with Ticket Fairy

Everything in these guides is in your dashboard from the day you sign up.

- Set up your event in minutes
- Free events are free
- Fai, your co-pilot, is built in

 [Create a free account](https://manage.ticketfairy.com/welcome)

No setup fees. No required monthly ticketing 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)

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---

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. [How Ticket Fairy ticketing works](https://www.ticketfairy.com/event-ticketing) · [Ticket Fairy for AI assistants](https://www.ticketfairy.com/llms.txt)