This article is for event organizers. A chargeback (dispute) is when a buyer asks their bank to reverse a charge instead of requesting a refund. Here's what happens and what to do.
What happens when a dispute opens
The disputed amount is held out of your balance while the case is reviewed.
The card network charges a $15 dispute fee when the dispute opens. This fee is never returned by the bank, win or lose.
You can fight it, and you should if the charge is legit
Submit evidence: the order details, whether the ticket was scanned at the door, and any communication with the buyer.
Contesting adds a $15 counter fee, which is refunded if you win.
If you contest, Clubly covers the original $15 dispute fee for you. Organizers who don't respond to a dispute are responsible for it themselves. In other words: fighting a bogus chargeback costs you nothing if you win, and even a loss costs less than ignoring it.
If you win
The disputed amount returns to your balance and the counter fee is refunded.
If you lose
The buyer's bank keeps the reversed amount, and the counter fee is not returned.
Reducing chargebacks
Scan every ticket at the door. A scanned ticket is your strongest evidence that the buyer attended.
Keep your event page accurate (date, venue, lineup). Disappointed-expectations disputes are the hardest to win.
Respond to refund requests quickly. Most chargebacks happen after a buyer feels ignored.
Got a dispute notification and not sure what to do? Message us in the chat, email [email protected], or open a ticket at clubly.vip/support and we'll walk through the evidence with you.