When a ticket buyer files a chargeback with their bank, TicketLeap manages the dispute process on your behalf. This article explains what happens, what you can expect, and how you can help us resolve the case quickly.

How chargebacks work

A chargeback happens when a buyer asks their bank to reverse a charge on their card. When this occurs, Stripe alerts our Finance team, and the order total and dispute fee ($11.50) are withdrawn from TicketLeap’s account- not yours. We do not deduct any funds from your payouts at this point. Your balance isn’t affected unless the bank decides the case is lost.

We then start the review process and keep you updated until the bank makes a decision.

What TicketLeap does when a chargeback is filed

Here’s what we do as soon as a dispute is opened:

• We mark the order as Chargeback filed in your dashboard.
• We email you with the order details and ask for any info or evidence that can help us fight the dispute.
• Once we receive your evidence, our team prepares a rebuttal and submits it to Stripe.
• Stripe sends the rebuttal to the buyer’s bank for review.

What evidence can help win a dispute

Strong documentation improves the chance of a successful outcome. You can send:

• Buyer correspondence, especially messages where they confirm the dispute was a mistake
• Proof of redemption or attendance
• Your event’s refund policy or terms of service
• Receipts or confirmation emails
• Biller information or event details
• Emails sent to the buyer through the TicketLeap platform

The ideal scenario is written confirmation from the buyer stating the dispute was filed in error.

How long the review process takes

Each card issuer sets its own review timeline. Most cases take up to 45 days. A buyer can also appeal the bank’s decision, which may extend the timeline.

The fastest way to resolve a chargeback is for the buyer to contact their bank and drop the dispute directly.

What happens when the bank makes a decision

Stripe emails our Finance team when the bank completes its review. We then update the order in your dashboard.

If the chargeback is won

• The order amount and dispute fee are returned to TicketLeap’s bank account.
• The order is marked as Chargeback won; claim is closed.

If the chargeback is lost

The bank keeps both the order amount and the dispute fee. TicketLeap must recover the funds from your future payouts, depending on the status of your event payment:

• If the event hasn’t been paid out: We deduct the amount from the upcoming payout.
• If the event has been paid out and you have other future events: We deduct the amount from a future payout.
• If the event has been paid out and you have no upcoming events: Your account is flagged.

How you can help resolve disputes quickly

• Respond to our email as soon as possible.
• Send clear, direct evidence related to the order.

If you’re in contact with the buyer, ask them to reach out to their bank to withdraw the dispute; this is the quickest resolution path.