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

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

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

Vault и 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.

Для кого:  Getting money back for a card payment that went wrong

Займёт:  4 минут

- [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)

## Перед началом

- 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.

## Попробуйте эти шаги на своём мероприятии

Создайте бесплатный аккаунт, настройте мероприятие и выполните шаги выше в своей панели управления. Это займёт несколько минут, и звонок с отделом продаж не нужен.

    Ваш адрес электронной почты    [Создать бесплатный аккаунт](https://manage.ticketfairy.com/welcome) [Заказать демо](https://www.ticketfairy.com/ru/event-ticketing/book-a-demo)

Без платы за подключение. Без обязательной ежемесячной платы. Банковская карта не нужна.

## Или поручите это помощнику

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.

### В вашей панели, с Fai

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

## Пусть Fai сделает это за вас

Fai работает внутри вашей панели Ticket Fairy. Создайте аккаунт, откройте Fai и вставьте запрос выше.

   [Создать бесплатный аккаунт](https://manage.ticketfairy.com/welcome) [Заказать демо](https://www.ticketfairy.com/ru/event-ticketing/book-a-demo)

Без платы за подключение. Без обязательной ежемесячной платы. Банковская карта не нужна.

## Вопросы, которые могут возникнуть

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.

## Остался вопрос?

Запишитесь на демо, и мы ответим на него на звонке применительно к вашему типу мероприятия. Или создайте аккаунт и посмотрите сами.

   [Заказать демо](https://www.ticketfairy.com/ru/event-ticketing/book-a-demo) [Создать бесплатный аккаунт](https://manage.ticketfairy.com/welcome)

Без платы за подключение. Без обязательной ежемесячной платы. Банковская карта не нужна.

## Похожие руководства

- [Другие возможности Ticket Fairy](https://www.ticketfairy.com/ru/event-ticketing/event-banking)
- [Add receipts, notes and events to your team's Vault card payments](https://www.ticketfairy.com/ru/guides/add-receipts-to-vault-card-payments)
- [Track what your event team spends on Vault cards](https://www.ticketfairy.com/ru/guides/track-vault-spending)
- [Freeze, cancel or change the limits on an event team's Vault card](https://www.ticketfairy.com/ru/guides/freeze-cancel-or-change-a-vault-card)
- [Открыть счёт Vault для хранения денег от билетов](https://www.ticketfairy.com/ru/guides/open-a-vault-account)
- [Узнайте, сколько билетных денег можно потратить из Vault](https://www.ticketfairy.com/ru/guides/read-your-vault-balances)
- [Посмотрите, сколько заработало ваше мероприятие и когда вы получите выплату](https://www.ticketfairy.com/ru/guides/see-what-your-event-earned)
- [Получайте оплату за мероприятия в местной валюте через Vault](https://www.ticketfairy.com/ru/guides/receive-money-in-global-accounts)
- [Оплатите поставщиков мероприятия из Vault](https://www.ticketfairy.com/ru/guides/pay-suppliers-from-your-vault)
- [Оплатите всех, кому вы должны за мероприятие](https://www.ticketfairy.com/ru/guides/pay-everyone-you-owe-for-an-event)
- [Оплатить артистов, поставщиков и команду мероприятия одним пакетом из Vault](https://www.ticketfairy.com/ru/guides/pay-several-people-at-once)
- [Выставляйте счета спонсорам и партнёрам мероприятия из Vault](https://www.ticketfairy.com/ru/guides/manage-vault-invoices)
- [Настройте автоматическую оплату аренды площадки, резиденций артистов и регулярных поставщиков мероприятий из Vault](https://www.ticketfairy.com/ru/guides/set-up-recurring-payments-from-vault)
- [Настройте отправку каждого платежа вторым человеком](https://www.ticketfairy.com/ru/guides/turn-on-payment-approvals)
- [Собирайте депозиты за столики, оплату аренды площадки и спонсорские взносы для мероприятий с платёжными ссылками Vault](https://www.ticketfairy.com/ru/guides/get-paid-with-vault-payment-links)
- [Выпустите карты Vault для команды мероприятия](https://www.ticketfairy.com/ru/guides/issue-vault-cards)
- [Mark a supplier you pay every event as trusted](https://www.ticketfairy.com/ru/guides/trust-a-payout-recipient)
- [Issue Vault cards to your whole event crew at once](https://www.ticketfairy.com/ru/guides/issue-vault-cards-to-your-event-crew)
- [Get a Vault statement of your event money for your accountant](https://www.ticketfairy.com/ru/guides/get-a-vault-statement)
- [Convert currencies and follow every movement of your event money in Vault](https://www.ticketfairy.com/ru/guides/convert-currencies-and-read-your-vault-activity)
- [Let Fai prepare the finance work after your events](https://www.ticketfairy.com/ru/guides/let-fai-prepare-your-finance-work)
- [Все инструкции Ticket Fairy](https://www.ticketfairy.com/ru/guides)

## Сделайте это на своём мероприятии

Создайте аккаунт, соберите мероприятие и выполните шаги в своей панели управления. Звонок в отдел продаж не нужен.

  [Создать бесплатный аккаунт](https://manage.ticketfairy.com/welcome) [Заказать демо](https://www.ticketfairy.com/ru/event-ticketing/book-a-demo)

## Продавайте билеты с Ticket Fairy

Всё из этих руководств доступно в вашей панели с первого дня после регистрации.

- Настройте мероприятие за несколько минут
- Бесплатные мероприятия бесплатны
- Fai, ваш ассистент, уже встроена

 [Создать бесплатный аккаунт](https://manage.ticketfairy.com/welcome)

Без платы за подключение. Без обязательной ежемесячной платы. Банковская карта не нужна.

## Посмотрите на звонке

Запишитесь на демо, и мы покажем, как Ticket Fairy работает с мероприятиями вашего типа.

 [Заказать демо](https://www.ticketfairy.com/ru/event-ticketing/book-a-demo) [Другие возможности Ticket Fairy](https://www.ticketfairy.com/ru/event-ticketing/event-banking)

### Советы, как продавать больше билетов

Практические советы организаторов, у которых билеты разлетаются, и каждое новое руководство сразу после публикации.

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