An attendee refund is requested directly from you and processed through your Posh dashboard. A dispute (or chargeback) happens when an attendee bypasses you completely and goes directly to their credit card company or bank to reverse a charge.
When this happens, Stripe acts as the middleman, and the attendee’s card-issuing bank makes the final decision. This guide covers how to use the Disputes Dashboard
Accessing the Disputes Workspace
To view and manage active chargebacks, navigate directly to your orders center:
Log into your Posh Organizer browser dashboard.
Click the Orders tab on the top navigation menu.
Scroll to the bottom of the page to locate the dedicated Disputes block.
Click Manage dispute to launch your resolution panel.
📋 Note: If you see a Pending tag or are temporarily unable to click into this block, your account profile is currently undergoing automated underwriting features—full dashboard access will unlock shortly.
👥 Admin permissions note: If a team member with a custom Admin role cannot see the Disputes block, check their permissions. The Disputes dashboard lives inside the Finance tab — enabling View disputes alone is not enough. Both the Finance tab access and View disputes toggles must be enabled for the admin to reach this dashboard. Edit their permissions via Settings → Team.
Four Key Sections of the Disputes Management System
1. Dispute Management: Case Tracking and Resolution
Allows organizers to monitor and respond to all active dispute cases.
View a comprehensive list of all dispute cases.
Submit supporting evidence, including files and text.
Track the status and outcome of each dispute.
2. Disputes Analytics: Performance and Metric Analysis
Provides data-driven insights to understand dispute trends and performance.
Review the total breakdown of disputes.
Analyze the dispute rate.
Identify common dispute reasons.
Pinpoint recurring users involved in disputes.
3. Disputes User Management: Attendee Control
Enables organizers to manage attendees related to dispute cases.
Filter and view attendees with active or past dispute cases.
Block attendees who are abusing the dispute system — or block any attendee from the Attendees tab (no dispute required).
If an attendee is abusing the dispute system, you can block them directly from the dispute management panel. Once inside (see navigation steps above), navigate to the Disputes User Management section — here you can filter and view attendees with active or past dispute cases, identify recurring users, and block them from purchasing tickets to your future events.
⚠️ Dispute-based blocking (above) requires an active or past dispute case. To block any attendee — with or without a dispute history — use the Attendees tab method described in this article: Blocking an Attendee from Future Purchases 📚
4. Disputes Resolution Guide: Best Practices
Provides essential guidelines and best practices for effectively resolving disputes.
Learn how the dispute process works.
Access strategies for fair and efficient resolutions.
Reference best practices for handling various dispute types.
The dispute management panel includes a built-in Disputes Resolution Guide with best practices and strategies for handling different dispute types. Reference it when preparing your evidence submission to make sure your response aligns with what card-issuing banks look for when making their final ruling.
Dispute Fees & The Golden Rule
When an attendee files a chargeback, banking networks instantly levy a mandatory $15.00 upfront processing fee. If your Posh balance is empty when a dispute is lost, Stripe will execute an automated ACH drawdown from your linked default checking account to settle the deficit.
The financial outcome depends entirely on the bank's final ruling:
Dispute Outcome | Financial Impact |
You Win (or attendee drops claim) | Posh absorbs the risk and covers the $15.00 fee for you. You retain 100% of your ticket revenue. |
You Lose | The bank extracts the full ticket transaction value plus the $15.00 penalty fee directly from your active Posh balance. |
The Golden Rule of Active Disputes
Dispute Withdrawal Does Not Restore Ticket Orders
Once in dispute status, the order is considered invalid — the attendee’s ticket is cancelled, and the order can no longer be refunded through your Posh dashboard.
Withdrawing a dispute with the bank takes 2–3 months or more to fully process — this timeline is controlled entirely by your bank, not Posh.
Even after the withdrawal is fully completed, the order permanently remains in dispute status on Posh and cannot revert to its original state.
If the Attendee wants to withdraw the dispute and still get a refund. We recommend making a direct arrangement with the attendee.
Dispute Status Codes Explained
Every active claim progresses through a strict legal timeline marked by four distinct dashboard statuses:
⏳ Needs Response
The dispute is awaiting evidence from you. You must upload compelling proof before the stated deadline, or the bank automatically rules in favor of the attendee.
The "Needs Response" Visual Staging: Even after you upload your files, your dashboard status may continue to flash Needs Response. This is completely normal. Stripe safely locks your text and files into a secure staging buffer and only auto-submits the finalized packet to the bank the moment the official response deadline hits.
🔄 Under Review
Your evidence packet has been officially delivered to the consumer's bank. The financial institution’s review process typically takes 30–60 days to issue a final verdict.
🏆 Won
The bank ruled in your favor. Your ticket revenue is permanently secured, and any frozen capital is released back into your Available balance pool.
❌ Lost
The bank ruled in favor of the attendee. The disputed funds and the $15.00 penalty fee are permanently deducted from your account balance.
How to Submit Evidence
To defeat fraudulent chargebacks (such as "unauthorized transaction" claims for an event the buyer actively attended), you must provide objective, undeniable proof to the bank through your dashboard.
What Evidence to Gather
Proof of Entry: Download your Posh door manifest showing the exact date and timestamp their digital QR barcode was checked into your venue by your gate staff app.
Proof of Marketing: Digital copies of your event flyers, promotional assets, and your clearly disclosed event refund policies.
Communication Logs: Save screenshots or copies of any emails, Instagram DMs, or customer service chat logs with the buyer.
Troubleshooting File Uploads
If you run into an error message while attaching receipts or PDFs, verify that your text fields have saved. As long as your text fields are saved in the Posh system, your file packet will automatically compress and push to the processor when the deadline closes. Avoid uploading files multiple times, as duplicate uploads can corrupt the automated submission stream.
Securing Your Notifications
Posh instantly routes automated chargeback alerts directly to your team so you never miss a critical bank response deadline. Verify your email layout to ensure these alerts are received:
Dispute emails are sent to your official Organization Email Address listed in your profile settings.
If your organization email field is left blank, notifications automatically default to the Account Owner's primary registration email address.
🔒 Privacy Guarantee: Posh values your data security and never shares your personal or organization email addresses with buyers under any circumstances.