When a buyer disputes a payment, we build your response the same day: door scans, ticket delivery, their order history, and the policies they agreed to. You review it and send it before the bank's deadline.
"I did not authorize this purchase."
An illustration of one dispute, start to finish. Every step is real product behavior.
Platforms that hold your funds until after the event absorb some of this quietly, and charge you for the privilege in other ways. Ticket Falcon pays you as you sell, straight into your own Stripe account. That is better in almost every respect, and it does mean a reversal comes out of your balance rather than someone else's.
Duplicate charges, an event that moved, a refund somebody asked for and never got. Real buyers, ordinary problems, handled by their bank instead of by you.
You get days, not weeks, and a dispute nobody answers is decided against you automatically. That is how most organizers actually lose them.
Ticketing captures exactly what a bank asks for. It is usually sitting in the order, unassembled, until the deadline has gone.
Disputes arrive quietly. Stripe notifies the account, the money is pulled, and unless somebody is watching that inbox it sits until the deadline passes. We watch it for you and start the work the same day.
An email reaches you when a dispute is filed, with the amount, what the buyer claims, and how long you have to answer.
We trace the disputed payment back to the order, the event, and the tickets, so you are looking at a guest rather than a charge ID.
Banks give you days, not weeks, and an unanswered dispute is lost automatically. The date sits on the dispute from the moment it appears.
A Disputes section on your event dashboard shows what is still open, what is answerable, what was won, and what was lost.
Download every dispute as a spreadsheet to reconcile against your Stripe payouts or hand to whoever does your books.
Open the order and see whether this buyer has disputed before, and whether the same card has been used across your other events.
Most organizers lose disputes for one reason: they cannot assemble the proof in time, so they let the deadline pass. We build the response the same day the dispute arrives, from data the platform captured while the event was selling.
The single strongest fact you can put in front of a bank: this ticket was scanned at the venue, at this time, on this device.
When the tickets were emailed, to which address, and that they were sent the moment the order was paid.
Whether this buyer has bought from you before and never disputed, which is often the fact that decides an "I never made this purchase" claim.
Your refund and cancellation terms as they stood at the time of purchase, quoted rather than summarized.
Whether the card issuer confirmed the security code and the billing address at the time of payment. We store the result, never the code itself.
Where a fraud claim qualifies under the Visa 10.4 rules, two earlier undisputed payments on the same card are submitted in the structured field the network expects.
A dispute allows exactly one response, it cannot be taken back, and it goes to the bank in your name. That is not a decision any software should make on your behalf, so we never do.
The response is assembled and saved as soon as the dispute arrives, so nothing is holding up the clock while you decide.
You were there. Add the phone call, the email thread, or the conversation at the door before it goes.
One button sends your response to the bank through Stripe. Nothing is submitted until you press it.
A nudge three days out and again one day out, because an unanswered dispute is lost by default.
A manager on your team can assemble the case and save a draft. Only you can send it, refund, or change what happens at the door.
It is your Stripe account. Download the response and submit it yourself, or work the whole case in Stripe if you would rather.
When a card issuer reports a card as fraudulent, that news reaches us days before the cardholder files anything. Refund at that point and the chargeback never happens: no case to answer, no dispute fee, no deadline.
When a card issuer reports a card as fraudulent, we hear about it days before any dispute is filed.
Refunding a flagged payment prevents the chargeback outright. One button, and the case never opens.
If you know the guest, keep the sale. The warning stays on the order and the evidence is ready either way.
Most card fraud never gets past a Stripe Radar rule requiring the security code and postal code to match. We show you how to turn it on.
Check-in is the last place this can be caught, and the worst place to get it wrong. Turning away a real guest costs you the customer and a scene in front of the line, so the door pauses rather than refuses, and your staff always decide.
A refunded ticket used to scan green and walk in. Now it stops, whatever else is going on.
A buyer who says they never made the purchase is not the person holding the ticket. A buyer complaining about the event almost certainly is.
Tickets get transferred, gifted, and comped, so the person at the door is often not the buyer. Your staff can always let them in.
Chargebacks are one of the easiest things in this industry to oversell. Here is where the line is.
Your sales land in your own Stripe account. That is also why a dispute is yours to answer, and why we make answering it quick.
Explore Direct PayoutsEvery scan at your door becomes evidence later. The faster your check-in, the stronger your case.
Explore event check-inCard-present sales at the door carry far less dispute risk than an online order ever will.
Explore the box officeOne upfront fee per paid ticket. Dispute handling is included, and free while it is in beta.
See pricingYour case is built the day the dispute lands. All that is left is reading it and pressing send.