A dispute or chargeback is not the same as an ordinary refund. It means the buyer or their bank has challenged the payment through Stripe. SmartGig receives dispute webhooks, links disputes to the matching ticket order where possible, and gives operators a focused page for response work.
What the Disputes page shows
- Stripe dispute ID and charge ID.
- Linked order reference and customer details where available.
- Dispute amount, currency, reason, status, opened date, and evidence due date.
- Whether evidence is needed soon.
- The latest operator response state.
- Any Stripe evidence submission snapshot saved by SmartGig.
Response actions
- Gathering evidence: use while collecting order, ticket, policy, and communication details.
- Contacted buyer: add outreach or context that may help explain the case.
- Evidence submitted in Stripe: note that evidence was submitted outside the direct SmartGig submission flow.
- Accepted liability: note that the organisation accepts the dispute.
- Awaiting Stripe outcome: use after evidence is submitted and the team is waiting.
- Outcome logged: mark won, lost, or warning closed when the result is known.
Direct Stripe evidence submission
Where the event has the required Stripe connection and the dispute is still eligible, SmartGig can submit text evidence directly to Stripe. The form asks for a factual evidence summary, optional customer communication, optional policy notes, and an explicit confirmation before submission.
Keep dispute evidence factual. Useful evidence usually explains what was bought, when access was delivered, what policy applied, and what communication exists.
Dispute deadlines are external payment deadlines. Do not wait until the event is over if Stripe is already asking for evidence.
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