TripWorks processes payments through Stripe. Once your Stripe integration is connected and you're taking charges, TripWorks watches for disputes (also called chargebacks), notifies you when one is filed, and manages the process through Stripe on your behalf. You stay in control of the decisions — TripWorks handles the mechanics.
In this article
Guests dispute charges for a handful of common reasons:
- They expected a refund they didn't receive.
- The amount charged doesn't match what they believe they agreed to.
- The charge was fraudulent (someone else used their card).
TripWorks guides you through a dispute, but you provide the evidence, and the customer's bank makes the final decision — it can't be overturned by TripWorks or Stripe.
The dispute process, step by step
1. TripWorks notifies you
When a dispute is filed, you get an email with the trip/charge in question, the dispute amount, the reason given by the bank, and a "respond by" deadline — the date you must tell us how you want to proceed.
2. Two charges are placed on your account
You'll see two debits from your linked bank account:
- A non-refundable chargeback fee (currently $25) that covers Stripe's dispute-processing cost. You don't get this back even if you win.
- The dispute amount itself — held during the process and returned to you only if you win.
3. You choose how to respond
You have three options, and the deadline matters:
- Accept — you agree with the guest's claim (for example, you meant to refund them and forgot). TripWorks tells Stripe you accept; the guest keeps the money and neither debit is returned.
- Counter — you dispute the claim. TripWorks submits your evidence to Stripe and works the resolution with you. If you win, the dispute amount is refunded to you (the $25 fee is not). If you lose, neither is returned.
- Do nothing — if you miss the "respond by" deadline, no response is submitted and the dispute resolves in the guest's favor automatically. Don't let a dispute lapse — even a weak case is better answered than ignored.
Once a dispute is finalized you can't submit more evidence — the bank's decision is final. So gather everything before the deadline.
How to win a countered dispute
Banks decide on evidence. You're far more likely to win when you can show the guest agreed to the charge. Strong evidence includes:
- Signed waivers tied to the booking.
- Confirmation emails the guest received (and opened, if you can show it).
- Your policies, clearly stated and shown to the guest before they paid (cancellation terms, no-show rules, deposit terms).
- For fraud claims, anything showing the real cardholder authorized and used the booking.
Reducing disputes before they happen
You can't stop a guest from filing, but clear expectations deter disputes and strengthen your case if one comes:
- State your policies where guests see them. Add cancellation, refund, and no-show terms to your activity's info and policy blocks so they appear in confirmation and reminder messages. A guest who agreed to a clear policy is far harder to side against.
- Require the guest to acknowledge terms. Use required custom booking fields or waivers so there's a recorded, signed agreement on every booking.
- Guard against fraud at check-in. Have staff verify photo ID against the booking name. If something looks off, refund proactively — a refund is cheaper than a lost dispute plus the fee.
Frequently asked questions
What does TripWorks do when a dispute is filed?
It emails you the dispute details (trip, amount, reason, and a respond-by deadline) and manages the process through Stripe. You decide whether to accept or counter; TripWorks submits your response and evidence.
Is there a fee for a dispute, and do I get it back?
Yes — a non-refundable chargeback fee (currently $25) is charged to cover Stripe's dispute processing. You don't get it back, even if you win the dispute. The disputed amount itself is returned only if you win.
What happens if I don't respond by the deadline?
The dispute resolves automatically in the guest's favor, and neither the disputed amount nor the fee is returned. Always respond before the deadline, even if your case is weak.
How do I win a dispute?
With evidence that the guest agreed to the charge — signed waivers, confirmation emails, and clearly presented policies. Submit it before the deadline; once the bank decides, the outcome is final and no more evidence can be added.
Can TripWorks overturn the bank's decision?
No. The customer's bank makes the final call. TripWorks and Stripe manage the process and submit your evidence, but neither can reverse the bank's ruling.
How can I reduce disputes in the first place?
Publish clear cancellation and refund policies where guests see them before paying, require an acknowledgement via custom fields or waivers, and verify ID at check-in. Clear, agreed-to terms both deter disputes and help you win the ones that happen.
Should I accept or counter a dispute?
Accept when the guest is right (for example, a refund you owed but missed) — it closes it out. Counter when you can back your case with evidence. Either way, respond before the deadline.
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