If you’ve received a notification that a traveler has submitted a payment dispute (also known as a chargeback), don’t panic—this guide will walk you through exactly what to do.
Step 1: Contact the Traveler Immediately
Reach out to the traveler who filed the dispute to confirm whether it was intentional. In many cases, travelers may not recognize the charge or may have forgotten about their registration.
If the traveler confirms it was a mistake, kindly ask them to contact their bank or credit card provider to withdraw the dispute.
Once they confirm this step, proceed to dispute the chargeback through your Stripe dashboard (see Step 3).
Step 2: If the Traveler Won’t Withdraw the Dispute
Even if the traveler insists the dispute is valid, you still have the right to respond. Move forward with Stripe’s dispute process and prepare to submit supporting documentation showing that the traveler authorized the payment and agreed to the trip terms.
Step 3: Submit Your Evidence
Whether or not the traveler agrees to cancel the dispute, submit your evidence through your Stripe Dashboard > Disputes. We recommend including:
A signed trip agreement or your terms and conditions
Email, text, or chat messages confirming participation and acknowledgment of payment
Screenshots from SquadTrip showing the booking, payment plan, or completed transactions
(If applicable) Written confirmation that the traveler has withdrawn the dispute
Stripe will review your submission and issue a decision based on the evidence provided.
Pro Tips for Dispute Resolution
Stay calm and professional in all communication with the traveler
Never promise a refund unless you intend to issue one
Chargeback reviews typically take several weeks—respond as quickly as possible
Need Help?
If you’re unsure what to include or need help preparing a response, email us at [email protected]. Our team is happy to guide you step-by-step through the process.