--- title: "Respond to a disputed ticket order | Ticket Fairy Guides" description: "When a buyer disputes their card payment with their bank, find the order, collect your evidence and send it in time, either by replying to our email or from the payments view of your own payment account." canonical: "https://www.ticketfairy.com/guides/respond-to-a-disputed-ticket-order" --- 1. [Ticket Fairy](https://www.ticketfairy.com/) 2. [Guides](https://www.ticketfairy.com/guides) 3. Respond to a disputed ticket order Checkout and orders # Respond to a disputed ticket order A chargeback can take back the money for an order weeks after the event, and evidence that the buyer bought and used their tickets is how you win it back. Promoters and venues who answer quickly, with the order and its check-in history, keep more of their ticket revenue. Takes: 10 minutes - [Open the dispute email](#step-1) - [Tickets on a disputed order](#step-2) - [Find the order](#step-3) - [Collect your evidence](#step-4) - [Reply to our email with the evidence](#step-5) - [Open your brand's Payments page](#step-6) - [Open the payments view](#step-7) - [Submit your evidence](#step-8) - [Check the outcome](#step-9) ## Before you start - You need an owner or admin role on the brand to open the payments view of your payment account. - Your brand's **Point of Contact Email for TF Support** is an inbox you read, because that is where we send the dispute email. 1. ## Open the dispute email Open the email with the subject "There has been a dispute for", followed by the order number and the event. It gives the buyer, the order, the tickets and the reason the buyer gave their bank. ## Tickets on a disputed order As soon as the dispute opens, we cancel the order's tickets and add-ons, so they no longer scan at the door. If you win, the tickets come back as they were. If you lose, the order is canceled and its tickets go back into stock. **Note:** Tickets already refunded or resold keep their status. Promoter commission on the canceled tickets is taken back, and earned again if you win. 2. ## Find the order Open the event, select **Orders** and search for the order number. A disputed order's row is highlighted until the dispute is won. ![Orders table with the disputed order 450820 highlighted at the top](https://www.ticketfairy.com/embeds/posters/marketing-orders--disputed-order.png) *Event, Orders.* 3. ## Collect your evidence Gather what shows the buyer bought and used the tickets, such as the order confirmation, the check-in time from the door scan and your terms of sale. 4. ## Reply to our email with the evidence If we process your ticket payments, use Reply all on the dispute email and send your evidence within 7 days, so your reply reaches us. We respond to the bank for you. **Note:** If you agree with the buyer, say so in your reply and we accept the dispute for you. If you don't reply in 7 days, we respond with the information we have. 5. ## Open your brand's Payments page If your brand takes payments into its own payment account, open your brand and select **Edit**, then **Payments**. The **Connected payment methods** table lists your payment accounts. ![Payments page with the connected payment methods table](https://www.ticketfairy.com/embeds/posters/marketing-brand-payments--connected-payment-methods.png) *Brand, Edit, Payments.* 6. ## Open the payments view Open the row menu on the account that took the payment and select **Payments**. The view lists the account's payments, with the disputed one marked. **Note:** **Payments** is offered on an account marked **Managed**. On a **Standard** or **Full Stripe Account**, **Manage** opens your Stripe dashboard, where you respond in the same way. 7. ## Submit your evidence Select the disputed payment, then add your evidence and submit it before the date the view shows. **Note:** You can also accept the dispute from the same payment, which ends it in the buyer's favor. 8. ## Check the outcome Once the bank decides, open the order again. If you won, the row is no longer highlighted and the tickets scan again; if you lost, the order shows as canceled. ## Questions you might have **Can I refund the buyer to end the dispute?** No. The bank has already returned the money to the buyer, so a refund would pay them twice. Accept the dispute instead if you agree with the buyer. **How does a dispute change what I'm paid?** The order's amount comes off your event's revenue while the dispute is open. If we win it before your payout, the money comes back to the event; if you were already paid and the dispute is lost, we take the amount off your next event. **What if the order was paid into Vault?** The tickets are canceled when the dispute opens and come back if you win. The dispute email tells you the evidence deadline and how to respond. **Why doesn't the payments view open?** "Owner or Admin access needed" means you need an owner or admin role on the brand. Ask an owner or admin of the brand to respond, or to give you that role. ## 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/features/checkout) - [Refund an order on your event](https://www.ticketfairy.com/guides/refund-an-order) - [Find and manage the orders for your event](https://www.ticketfairy.com/guides/find-and-manage-your-event-orders) - [See what each event earned in Vault](https://www.ticketfairy.com/guides/see-what-your-event-earned) - [Check the payout for your event](https://www.ticketfairy.com/guides/check-your-payout) - [Download your ticket buyers](https://www.ticketfairy.com/guides/download-your-ticket-buyers) - [Run a waiting list for a sold-out event](https://www.ticketfairy.com/guides/run-a-waiting-list) - [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 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 co-pilot, 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/features/checkout) ### Tips for selling more tickets Practical advice from working event organizers, and every new guide as it is published. We respect your privacy. 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