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.
Following a dispute in your dashboard
Open More in the sidebar, then Disputes.
At the top you see your total disputes, how many need a response, how many you've won, and the amount disputed.
Search, or filter by status and evidence, to find a dispute.
Open a dispute to see the amount, the reason, the fees, the evidence status and a timeline.
Clubly collects evidence for you automatically: the buyer's details, the order receipt, delivery confirmation, event details, your refund policy, purchase history and whether the ticket was scanned.
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.
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.
How long it takes
Evidence is reviewed over 7-14 days, and the bank's final decision can take 30-90 days. You'll be notified when a decision is made.
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 and not sure what to do? Message us in the chat, email [email protected], or open a ticket at clubly.vip/support.