A dispute (also called a chargeback) happens when a buyer asks their bank to reverse a ticket charge instead of asking you for a refund. The bank then decides who keeps the money. You can contest it from the TokTix app, or accept it.
How you'll find out
When a buyer disputes a charge, TokTix lets your organization's Owner and Organizers (or the host, for an event without an organization) know right away:
- Push notification: "A buyer disputed a charge", with the amount, the event, and the evidence deadline.
- Text message, if your account has a phone number.
- Email, if your account has an email address. This one has the full details: amount, the reason the buyer gave, and what helps your case.
In the app, an open dispute shows up in two places on the event's Analytics screen:
- A "Dispute evidence due in…" strip on the Overview tab, counting down to the nearest deadline.
- A Disputed filter on the Tickets tab, with a count of the disputes still open.
What happens to your money
In most cases, the amount paid out to you for that order is held back from your Stripe balance while the bank reviews the dispute. The dispute email tells you whether it was. If nothing was held back, the amount is only recovered if the bank decides for the buyer.
- If the bank decides in your favor, anything held back goes back to you in full.
- If the bank decides for the buyer, the buyer keeps the money. If they disputed the whole order, its tickets also stop scanning at the door.
Under the Terms of Service ("Refunds, Disputes, and Taxes"), disputes are between you and the buyer, and you're responsible for chargebacks and the fees that come with them. If TokTix is charged for a dispute or a dispute fee on your behalf, it can recover that from your Stripe balance or future payouts.
Respond to a dispute in the app
Don't see Build evidence? Update TokTix to the latest version from the App Store or Google Play.
- Open your event's Analytics screen and go to the Tickets tab.
- Tap the Disputed filter, then tap the order.
- Tap Build evidence.
- Check the Attached for you list. TokTix fills in the order and buyer details, the event, date and venue, your refund policy, and the check-in record if the ticket was scanned.
- Under Only you have this, write what happened in plain words. The question changes with the buyer's reason. For example, if they say they didn't authorize the charge, you'll be asked what happened at the door.
- Tap Save draft if you're not done. Drafts keep until the deadline.
- Tap Submit to bank when you're ready, then confirm.
Submitting is final. Evidence can't be changed or added to after it goes to the bank. If you're still gathering facts, save a draft and come back before the deadline.
Files can't be attached from the app yet, so don't mention an attachment in your note. If you have screenshots, messages, or documents that matter, email them to hello@toktix.com before the deadline and we'll file them for you.
Should you contest it?
Contest it when you can show the buyer got what they paid for:
- The ticket was scanned. A check-in record is your strongest proof. If you let them in by name at will-call, say so.
- Your event's terms covered it. Age limits, entry rules, no-refund policies, or "general admission, no seating" on the event page all count.
- The buyer never asked you for a refund before going to their bank.
If the tickets were never used, contesting usually loses, and a lost case costs the same as accepting, plus your time. The app will flag this for you.
Accept a dispute
If the buyer has a fair point, tap Accept the dispute instead on the evidence screen and type ACCEPT to confirm. You give up the disputed amount, and this can't be undone.
Don't try to refund an order that's under dispute. The bank is already handling that money. If you want the buyer to have it back, accept the dispute instead.
Charged twice? Refund the right one
If a buyer was really charged twice, refund the charge whose ticket was never scanned, then contest the disputed one with the check-in record. Refunding the scanned charge and contesting the unused one loses both.
Avoid disputes in the first place
Most disputes start with a buyer who couldn't reach the organizer, or didn't know the rules.
- Answer refund requests quickly. A refund you choose to give usually costs less than a lost dispute, which comes with a fee on top.
- Put your rules on the event page: refund policy, age limits, dress code, and whether it's seated or standing.
- Keep a minimum balance in Stripe so there's a balance to refund from. See Refund a ticket.
- Scan every ticket at the door. See Check people in with the QR scanner.
Who can respond?
The event Owner, Organizers, and Partners can view disputes and submit evidence. Scanners can't. See Add a teammate.
Questions about a specific dispute? Email hello@toktix.com.