> ## Documentation Index
> Fetch the complete documentation index at: https://docs.peerpop.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Disputes

> Manage disputes made by your customers

## Managing Disputes

The **Disputes** tab appears only when there are disputes made against you by your customers.

<Steps>
  <Step title="Open Wallet">
    Navigate to the **Wallet** tab in the sidebar
  </Step>

  <Step title="Go to Disputes">
    At the top of the wallet page, press the **Disputes** button to open the disputes page (if you have any)
  </Step>

  <Step title="View and respond">
    On the dispute page you can view any of your disputes and respond as needed
  </Step>
</Steps>

## Dispute table filters

The disputes table includes filters for:

* **Needs response** — disputes awaiting your action
* **Won** — disputes resolved in your favor
* **Lost** — disputes resolved in the customer’s favor
* **In review** — disputes currently under review

## Fees and liability

<Warning>
  All disputes come with a **\$15 fee** charged to the main organizer. This fee is **refunded** if the dispute is won.
</Warning>

* If there were multiple hosts, **co-hosts are liable for their portion** of the reversed amount, but **only the main host pays the \$15 dispute fee**.

## Responding to a dispute

When a dispute **needs response**, you can:

1. **Counter the dispute** — The dispute amount & fee is **refunded if you win**.
2. **Accept the dispute** — Forfeit the purchase amount and close the dispute.

## Notifications

All parties involved in the dispute receive notifications based on the dispute status:

* Main host
* Co-hosts
* Commission promoters

## Dispute outcomes

1. **If you win or the dispute is withdrawn** — PeerPop covers the fee and returns **\$15 to you** plus the dispute amount.
2. **If you lose** — The **\$15.00 fee is not returned** to your PeerPop balance.

## Best practices

Tips to improve your chances of winning disputes when you choose to counter.

**Key principles**

* **Act quickly** — Respond within 48 hours. Faster responses improve outcomes and reduce the risk of missing deadlines.
* **Provide clear evidence** — Upload anything that shows the transaction was valid: confirmations, messages, screenshots, or attendance records.
* **Meet deadlines** — You have about 7 days to submit evidence. Evidence submitted after the deadline is rejected and typically results in a lost dispute.

**What to submit for common dispute reasons**

* **Fraudulent charge** — Anything that links the buyer to the order: order confirmation, event name/date, account email, or messages. If they attended or checked in, include that proof.
* **Product not received** — Order confirmation, event details, delivery or access instructions you sent, and any messages with the buyer about access or entry.
* **Product not as described** — Event listing details, schedule, and any updates you shared. Photos, flyers, or messages that show what was promised and what took place.
* **Credit not processed** — Screenshots of refund conversations, proof of any refund or credit issued, and order details that clarify which purchase was refunded (especially if there were multiple orders). PeerPop’s policy is already included in the dispute.

## Frequently Asked Questions

<AccordionGroup>
  <Accordion title="What is a dispute rate?">
    A dispute rate is the percentage of total orders that result in a chargeback or payment dispute—usually when an attendee contacts their bank to reverse a charge for a ticket purchase.
  </Accordion>

  <Accordion title="What is the standard dispute rate?">
    In the events industry, a dispute rate of **1% or lower** is the widely accepted benchmark for healthy performance.

    Because events often involve in-person experiences, timing issues, and subjective expectations, dispute rates can fluctuate—but staying below 1% is generally considered solid. If your dispute rate is under 0.5%, that's a strong indicator that attendees are satisfied and recognizing charges correctly.
  </Accordion>

  <Accordion title="What is the standard win rate for disputes?">
    The event industry standard win rate for disputes hovers around **20%**. This percentage can go up or down depending on whether evidence is submitted and the quality of the evidence.
  </Accordion>

  <Accordion title="As an organizer, can I dispute a lost dispute?">
    Unfortunately the card issuer's decision is final for all parties and cannot be appealed. The appeal phase of a dispute is the submission of evidence, and there is no subsequent appeal phase.
  </Accordion>

  <Accordion title="What is a Dispute fee?">
    Stripe, our payment processor, charges a **\$15.00 dispute fee** per case:

    1. If you win or the dispute is withdrawn, PeerPop covers the fee and returns \$15 to you.
    2. If you lose, the \$15.00 fee is not returned to your PeerPop balance.
  </Accordion>

  <Accordion title="Who can I contact if I have questions/concerns about disputes?">
    Contact our support team at [support@peerpop.io](mailto:support@peerpop.io).
  </Accordion>
</AccordionGroup>