A chargeback happens when a cardholder asks their bank to reverse a payment instead of asking the Organizer or StubGuys for a refund. This policy explains how StubGuys LLC ("StubGuys") handles card disputes on ticket purchases, who bears the cost, and what evidence we submit on an Organizer's behalf. It is incorporated into the Terms of Service, the Merchant Agreement and the Refund Policy.
1. What a chargeback is
When a bank opens a dispute, the disputed amount and the card network's dispute fee are withdrawn from the payment immediately, before anyone has reviewed the facts. The bank then gives a fixed window — usually 7 to 21 days — to respond with evidence. If the evidence persuades the bank, the funds are returned; if not, the reversal stands. StubGuys receives every dispute notice from our payment processor the moment it opens and records it against the order it belongs to.
2. How we handle a dispute
- Notice. The Organizer sees the dispute in their dashboard (Payouts → Disputes) with the amount, the bank's stated reason, the order, and the evidence deadline. Reminders go out three days and one day before the deadline.
- Evidence. The Organizer (or StubGuys on their behalf) submits evidence through the dashboard. We automatically attach what the platform already holds: the order receipt, the ticket delivery record, the check-in scan record where one exists, the refund policy shown at checkout, and the attendee's communication history with the Organizer on StubGuys.
- Hold. While a dispute is open, an amount equal to the disputed total is held back from the Organizer's next payout. Nothing else about the Organizer's account changes.
- Outcome. When the bank decides, the hold is released (won) or the cost is allocated as described in Section 3 (lost). Evidence files are retained for 30 days after the decision, then deleted.
- Refund first. If an attendee contacts you before disputing, refunding through StubGuys is always cheaper than losing a dispute: a refund carries no dispute fee, and a refunded order cannot be charged back for the refunded amount.
3. Who bears the cost
A lost dispute has two parts: the ticket principal (the face value the attendee paid) and the processor's dispute fee. The dispute fee is the amount our payment processor actually charges on that dispute; StubGuys does not add a fee of its own and does not quote a fixed amount, because it is set by the processor and card network. Allocation depends on the cause:
- Fraud (stolen or unauthorized card, neither party at fault): the Organizer bears the principal; StubGuys bears the dispute fee.
- Organizer fault (event not delivered, materially not as described, or Organizer negligence): the Organizer bears both the principal and the dispute fee.
- Platform fault (duplicate charge, credit not processed, or a StubGuys failure): StubGuys bears both the principal and the dispute fee; the Organizer is made whole.
- Friendly fraud (attendee misuse or an ambiguous reason): the Organizer bears the principal; StubGuys bears the dispute fee.
In every case, StubGuys service fees and buyer processing fees already collected remain with StubGuys, and any sales tax collected on the order follows the party that remitted it. The bank's stated reason sets the default cause; a human review at StubGuys may reclassify a dispute to Organizer fault or Platform fault where the facts warrant, and we will tell you when we do.
4. Evidence checklist
Banks decide on documents, not arguments. The strongest responses answer the bank's reason directly. Submit what applies:
- Proof of purchase: the order receipt with name, email, amount and date (attached automatically).
- Proof of delivery: the ticket email delivery record and, if the attendee scanned in, the check-in record with time and device (attached automatically where they exist).
- Policy shown at checkout: the refund policy text and the "all sales final" or refund-window acknowledgement the buyer accepted (attached automatically).
- Communication: any messages with the attendee before or after the event — a refund request you answered, a rescheduling notice they received.
- Service description: the event page as published (title, date, venue, lineup) so the bank can see what was sold.
- Refund handling: if you refunded in part or in full, the refund record and date; if you declined, a short factual explanation of why.
- Files: PDF, JPEG or PNG only, up to two files, each under 5 MB — screenshots of messages and the event page are ideal.
Do not submit anything you would not want the attendee's bank to read, and never include another attendee's personal details.
5. Preventing chargebacks
- Post a clear refund policy before tickets go on sale and honor it — most disputes start as an unanswered refund request.
- Reply to refund requests inside the platform; StubGuys shows you a decision deadline and undecided requests auto-approve at that deadline.
- Announce material changes (date, venue, headline act) through StubGuys so every attendee is notified and the notice is on record.
- Keep your event page accurate. "Not as described" disputes are decided on what the page said.
- Scan tickets at the door. A check-in record is the single strongest piece of evidence against a "service not received" claim.
6. For attendees
If something went wrong with your order, request a refund from your ticket first — it is faster than a bank dispute and the Organizer must respond within a fixed window. If an event was cancelled or materially changed, you are entitled to a refund under the Refund Policy regardless of the Organizer's own terms. Filing a chargeback on a ticket you used, or after accepting a refund, may result in the ticket being voided and your account being restricted.