Disputes

Disputes (also called chargebacks) occur when a ticket buyer contacts their bank to reverse a charge. MyPlots automatically tracks, manages, and responds to disputes on your behalf to help protect your earnings and simplify the resolution process.

Overview

A dispute happens when a customer contacts their credit card company or bank to challenge a charge instead of requesting a refund directly from you. While disputes can be concerning, MyPlots handles most of the process automatically.

What MyPlots Does Automatically:

• Detects when a dispute is filed against your team
• Immediately gathers and submits evidence to Stripe
• Tracks the dispute status through resolution
• Updates your account balance in real-time
• Sends notifications to keep you informed

WARNING

Disputes impact your account balance immediately. The disputed amount plus a dispute fee (typically $15) are deducted from your available balance when a dispute is filed.

Understanding Disputes

What Triggers a Dispute?

Customers may file disputes for various reasons:

Fraudulent

• Customer claims they didn't authorize the purchase
• Card was stolen or used without permission
• Most serious type, requires strong evidence

Product Not Received

• Customer claims they never received their tickets
• Email delivery issues or overlooked confirmations
• Solvable with proof of delivery

Not As Described

• Event details don't match what was advertised
• Event was cancelled or significantly changed
• Customer feels misled about the event

Duplicate

• Customer was accidentally charged twice
• Often legitimate if a system error occurred
• Easy to verify with transaction records

Financial Impact

When a dispute is filed, your account is immediately affected:

1. Disputed Amount Deducted: The full ticket purchase amount is removed from your available balance
2. Dispute Fee Charged: An additional fee (typically $15) is deducted to cover processing costs
3. Balance Adjustments Created: Both deductions appear in your transaction history

Example:

Customer disputes a $50 ticket purchase
- Available Balance: -$50.00 (disputed amount)
- Available Balance: -$15.00 (dispute fee)
- Total Impact: -$65.00

If you win the dispute, both amounts are returned to your balance. If you lose, the deductions become permanent.

Automatic Evidence Submission

MyPlots automatically submits comprehensive evidence to Stripe when a dispute is filed, increasing your chances of a favorable outcome.

INFO

Evidence submission is automatic. MyPlots gathers and sends all relevant information to Stripe without requiring action from you.

What MyPlots Submits:

• Complete order details (date, amount, items purchased)
• Event information (name, date, location, description)
• Customer email address and contact information
• Purchase confirmation and receipt
• Ticket delivery confirmation
• QR code scan records (if tickets were validated at the event)
• Customer IP address and billing details
• Any prior communication or refund history

This comprehensive evidence package gives you the best chance of winning the dispute without manual intervention.

Dispute Lifecycle

Disputes progress through several statuses from creation to resolution. Understanding these statuses helps you know what's happening and what to expect.

Active Dispute Statuses

Needs Response

• Meaning: Stripe is waiting for evidence to be submitted
• What Happens: MyPlots automatically submits evidence within minutes
• Your Action: None required (evidence submitted automatically)
• Typical Duration: 7-14 days before moving to "Under Review"
• Outcome: Moves to "Under Review" after evidence is submitted

Warning: Needs Response

• Meaning: Early warning that a dispute may be filed soon
• What Happens: MyPlots prepares evidence and monitors the situation
• Your Action: None required, but consider reaching out to the customer
• Typical Duration: 1-7 days before becoming a full dispute or being closed
• Outcome: May escalate to "Needs Response" or close as "Warning Closed"

Under Review

• Meaning: Evidence has been submitted and the card issuer is reviewing the case
• What Happens: Bank examines evidence and makes a decision
• Your Action: Wait for resolution (no further action possible)
• Typical Duration: 60-90 days (sometimes longer)
• Outcome: Resolves as "Won" or "Lost"

Warning: Under Review

• Meaning: Early warning is being reviewed by the card issuer
• What Happens: Bank evaluates the preliminary dispute claim
• Your Action: None required
• Typical Duration: 30-60 days
• Outcome: May resolve as "Warning Closed" or escalate to full dispute

Resolved Dispute Statuses

Won

• Meaning: Dispute was ruled in your favor
• Financial Impact:
  • Disputed amount returned to your available balance
  • Dispute fee refunded
  • Original sale stands
• Common Reasons: Strong evidence, customer didn't respond, card issuer sided with merchant

Lost

• Meaning: Dispute was ruled against you
• Financial Impact:
  • Disputed amount remains deducted (permanent loss)
  • Dispute fee remains charged (permanent cost)
  • Total loss equals sale amount + fee
• Common Reasons: Insufficient evidence, customer provided proof, policy violation

Charge Refunded

• Meaning: You issued a refund to the customer before the dispute resolved
• Financial Impact:
  • Original refund already processed
  • Dispute automatically closed
  • Dispute fee may still apply (varies by timing)
• Common Reasons: Decided to refund to avoid dispute, customer requested refund during dispute

Warning Closed

• Meaning: Early warning was resolved without becoming a full dispute
• Financial Impact: None (no deductions occurred)
• Common Reasons: Customer withdrew claim, issue resolved with customer, bank closed inquiry

Viewing Disputes

MyPlots provides comprehensive dispute tracking on both web and mobile platforms.

Web Dashboard

Access disputes at myplots.com/dashboard/disputes

Dashboard Features:

• Summary Cards: View total active liability, disputed amounts, fees, and case counts
• Filters: Filter by state (all/active/resolved) or specific status
• Dispute List: Paginated list showing all disputes with key information
• Detail View: Click "View details" on any dispute to see complete information

What You'll See in Detail View:

• Financials: Disputed amount, fee, and net impact
• Status Information: Current status, reason, and timeline
• Buyer Profile: Customer name, email, and avatar
• Event Details: Which event and order the dispute relates to
• Timeline: Created date, Stripe created date, resolved date (if applicable)
• Balance Adjustments: All related transactions affecting your account

Mobile App

Access disputes via the Host navigation tab labeled "Disputes"

Mobile Features:

• Summary Cards: Active liability, disputed amounts, fees, and case counts
• State Filter: Toggle between all, active, and resolved disputes
• Status Filter: Filter by specific dispute status
• Scrollable List: Infinite scroll through all your disputes
• Detail Modal: Tap any dispute to view full information
• Pull-to-Refresh: Swipe down to update dispute data

What You'll See in Detail Modal:

• Financial breakdown
• Buyer information with avatar
• Timeline of events
• Order and event information
• Associated balance adjustments

Both platforms provide real-time data and update automatically as dispute statuses change.

Managing Disputes

What You Can Do

As a team owner or admin, you have visibility into all disputes affecting your team:

View and Monitor:

• See all disputes filed against your team
• Track current status and timeline
• Review evidence that was submitted
• Monitor financial impact on your balance
• Filter and search through dispute history

Understand Impact:

• View how disputes affect your available balance
• See adjustments in transaction history
• Track dispute trends over time
• Identify common dispute reasons

INFO

Evidence is automatically submitted by MyPlots. You don't need to manually respond to disputes in most cases.

What You Cannot Do

Certain dispute management functions are handled automatically or restricted to MyPlots platform admins:

Restrictions:

• Cannot manually submit or edit evidence (handled automatically)
• Cannot directly communicate with the card issuer
• Cannot appeal a decision through MyPlots
• Cannot force a dispute resolution

When to Contact Support

Reach out to MyPlots support if:

You Have Additional Information:

• Relevant evidence not captured automatically
• Communication with the customer that provides context
• Proof that wasn't available when evidence was submitted

The Dispute Seems Incorrect:

• You believe the dispute is fraudulent
• Customer already received a refund
• Dispute was filed for wrong event/order
• Status hasn't updated in an unusually long time

You Need Clarification:

• Don't understand the dispute reason
• Need help interpreting the status
• Want guidance on preventing future disputes
• Have questions about financial impact

Contact support at support@myplots.com with the dispute ID and details.

Admin Oversight

MyPlots platform administrators have additional capabilities for managing disputes across all teams:

Admin-Only Features:

• View all disputes across the entire platform
• Access dispute analytics and trend data
• Manually submit or update evidence
• Review evidence submission errors
• Access detailed Stripe dispute information
• Export dispute data for analysis

Platform administrators can access these features at myplots.com/admin/disputes.

If you need administrative intervention on a dispute, contact support and they'll coordinate with the admin team.

Role-Based Access

Dispute information contains sensitive customer and financial data, so access is restricted to team owners and admins.

WARNING

Only team Owners and Admins can view disputes. Team members cannot access dispute information.

Feature	Owner	Admin	Member
View disputes	✅	✅	❌
See financial impact	✅	✅	❌
Monitor status	✅	✅	❌
Access transaction history	✅	✅	❌

For more information about team roles and permissions, see Teams.

Dispute Prevention

While MyPlots handles disputes automatically, preventing them in the first place is ideal. Here are best practices to minimize dispute risk:

Best Practices

1. Provide Clear Event Information

• Write detailed, accurate event descriptions
• Include clear refund and cancellation policies
• Upload high-quality event images
• Specify exact event date, time, and location

2. Communicate Promptly

• Respond quickly to customer questions
• Send ticket confirmations immediately
• Provide clear instructions for accessing tickets
• Notify customers of any event changes

3. Deliver Professional Experiences

• Ensure events match their descriptions
• Provide the amenities and services advertised
• Handle issues at the event professionally
• Follow through on promises made in listings

4. Make Tickets Easy to Find

• Send confirmation emails immediately
• Include clear "View Tickets" links
• Ensure emails don't go to spam folders
• Provide customer support for access issues

5. Issue Refunds When Appropriate

• Consider refunding dissatisfied customers
• Process refunds quickly when events are cancelled
• Handle legitimate complaints proactively
• Refund before disputes are filed when possible

6. Keep Records

• Save all customer communications
• Document event changes or issues
• Take photos/videos of events
• Track ticket scans and attendance

Common Dispute Reasons to Prevent

Understanding why disputes occur helps you prevent them:

Dispute Reason	Prevention Strategy
Fraudulent	Verify suspicious orders, use clear merchant descriptors
Product Not Received	Send immediate confirmations, ensure email delivery
Not As Described	Accurate descriptions, high-quality images, clear policies
Duplicate	Check for double charges, issue refunds for duplicates

Being proactive about these common issues significantly reduces your dispute rate.

Impact on Your Account

Balance Adjustment Examples

Understanding how disputes affect your balance helps with financial planning:

When a Dispute is Filed (Status: Needs Response):

Transaction History:
- Dispute Created: -$50.00 (disputed ticket amount)
- Dispute Fee: -$15.00 (processing fee)
---
Total Impact: -$65.00
Available Balance: Reduced by $65.00

If You Win (Status: Won):

Transaction History:
- Dispute Won: +$50.00 (amount restored)
- Dispute Fee Refunded: +$15.00 (fee restored)
---
Total Impact: +$65.00
Available Balance: Restored to original amount

If You Lose (Status: Lost):

Transaction History:
- Dispute Lost: $0.00 (marker entry, no change)
---
Total Impact: $0.00 (amounts remain deducted)
Available Balance: Permanently reduced by $65.00

If You Refund During Dispute (Status: Charge Refunded):

Transaction History:
- Refund Issued: -$50.00 (if not already deducted)
- Dispute Closed: +$50.00 (disputed amount restored)
- Dispute Fee: -$15.00 (may still apply)
---
Total Impact: -$65.00
Available Balance: Net result is same as losing dispute

Transaction History Tracking

All dispute-related activity appears in your transaction history under Account & Balance:

Adjustment Types:

• dispute_created - Initial deduction when dispute is filed
• dispute_won - Restoration when you win
• dispute_lost - Marker for resolved loss
• dispute_fee - Fee charged or refunded

Each entry includes:

• Date and time
• Type and description
• Amount (positive or negative)
• Balance after the transaction
• Link to the related dispute

This gives you complete audit trail of how disputes affect your finances.

Frequently Asked Questions

Q: How long does a dispute take to resolve?

Resolution timelines vary by dispute type and card issuer:

• Warning disputes: 1-30 days (may close without full dispute)
• Standard disputes: 60-90 days on average
• Complex cases: Up to 120 days or longer

The card issuer controls the timeline. MyPlots cannot speed up the process.

Q: What happens if I lose a dispute?

If you lose a dispute:

• The disputed amount remains permanently deducted from your balance
• The dispute fee remains charged (typically $15)
• The customer keeps the ticket refund from their bank
• Your dispute history records the loss

Multiple lost disputes may affect your Stripe account standing, so focus on prevention and strong evidence.

Q: Can I issue a refund after a dispute is filed?

Yes, you can still issue a refund after a dispute is filed. The dispute will automatically close with status "Charge Refunded." However, you may still be charged the dispute fee depending on timing. Consider whether refunding is worth it based on the situation.

Q: Why was I charged a dispute fee?

Dispute fees (typically $15) are charged by Stripe to cover the administrative cost of processing disputes. This fee is standard across payment processors and applies even if you win the dispute (though it's refunded when you win). It's designed to discourage fraudulent disputes and compensate for processing resources.

Q: Will disputes affect my Stripe account?

Excessive disputes can impact your Stripe account:

• Dispute rate: Stripe monitors your dispute-to-transaction ratio
• High rates: May lead to account review or restrictions
• Best practice: Keep dispute rate below 0.75% (less than 1 dispute per 100 transactions)
• Prevention: Focus on customer service and clear communication

Occasional disputes are normal and won't harm your account. Consistent patterns may trigger review.

Q: Can I add more evidence to a dispute?

MyPlots automatically submits comprehensive evidence when a dispute is filed. If you have additional evidence not captured automatically (like customer communications), contact MyPlots support with the dispute ID and they'll work with the admin team to supplement the evidence if timing allows.

Q: What if a customer contacts me about a dispute they filed?

If a customer reaches out after filing a dispute:

1. Be professional and courteous
2. Try to understand their concern
3. Consider offering a refund to resolve it
4. Contact MyPlots support for guidance
5. Document all communication

Sometimes customers file disputes without understanding they can request refunds directly. Educating them and offering solutions can resolve issues quickly.

Q: Do I lose money even if the customer is wrong?

Unfortunately, not all disputes are decided fairly. Card issuers may rule in favor of customers even with strong evidence. This is a limitation of the payment card network dispute process, not MyPlots. Focus on prevention and providing the strongest evidence possible.

Related Resources

• Account & Balance - Understand how disputes affect your balance and transaction history
• Orders - View and manage order refunds to prevent disputes
• Teams - Team roles and permissions for accessing dispute information
• Events - Create clear event descriptions to minimize dispute risk

Need Help?

For questions about specific disputes, additional evidence submission, or dispute prevention strategies, contact MyPlots support:

• Email: support@myplots.com
• Include the dispute ID and your team name for faster assistance

Our team can review your situation and provide guidance on dispute resolution and prevention.