A dispute (also called a chargeback) is when a rider asks their bank to challenge a card payment. The bank reverses the payment while it investigates, and you can accept the dispute or counter it with evidence. You need Administrator permissions to respond.
Respond before the deadline
The rider's bank sets the deadline for a dispute, usually 7-21 days. If you don't respond in time, you accept the dispute automatically and the amount goes back to the rider.
When you get a dispute
Hopoti emails one of your administrators when a rider disputes a payment. Contact the rider first: most disputes come from a misunderstanding or a charge the rider didn't recognise, and the rider can withdraw the dispute with their bank. Even if the rider withdraws it, still counter the dispute with evidence to get the money back.
Accept or counter a dispute in Hopoti
Go to Archive > Stripe > Payments and Disputes and select Disputes.
Select the dispute to see its reason and deadline, and choose whether to accept or counter it. Only countering can get the payment back.
To counter, follow the three steps on the page:
Tell us about the dispute: answer Why should you win this dispute? and fill in Product or service description and Product type (for example "Booking or reservation").
Additional details: the rider's name, email and billing address. Hopoti fills in what it can.
Upload your evidence: your strongest documents under Marked compelling evidence, the rest under Other supporting evidence, and a one-line summary under Additional information, such as "Booked on 10 April, didn't cancel, attended on 12 April."
What happens after you respond to a dispute
The rider's bank decides the outcome, which can take up to 75 days. We email you in the same thread once the dispute is resolved. If you win, you keep the amount. If you lose or accept the dispute, the amount goes back to the rider and is taken from your balance.
Each dispute also has a dispute fee (see Pricing and Bank Payouts). We invoice it in the same email thread with a secure payment link, before or after the dispute is resolved.
Dispute reasons and the evidence that helps
Every dispute has a reason. Open the reason shown on your dispute to see what helps you win it.
Credit Not Processed
Credit Not Processed
The rider says they should have had a refund, for example after cancelling.
To win: show that you already refunded the payment, or that the rider wasn't entitled to a refund (for example they cancelled too late). Include your cancellation policy and a screenshot of how riders see it when booking.
To prevent it: explain your cancellation and refund policy in your stable rules under Settings > Rules.
Duplicate
Duplicate
The rider thinks they were charged twice for the same thing.
To win: show that each charge was for a separate lesson (for example two receipts for two dates), or that you already refunded one of them.
To prevent it: don't keep duplicate lessons open in the booking calendar.
Fraudulent
Fraudulent
The cardholder says they didn't authorise the payment. Often a parent doesn't recognise a child's booking.
To win: show that the cardholder or their family booked and attended, with the booking confirmation, a signed waiver, a check-in sheet or the rider's history in Hopoti.
Product Not Received
Product Not Received
The rider says they didn't get the service, for example they think the lesson didn't happen.
To win: show that the rider attended (attendance list, signed waiver). If they cancelled late or didn't show up, say so and include your cancellation policy.
Product Unacceptable
Product Unacceptable
The rider says the lesson or service wasn't as described.
To win: show that the service matched your description and that the rider didn't complain before disputing (lesson description, photos of your facilities, the rider's messages).
To prevent it: give each lesson and service a clear description, with its instructor and other details.
Subscription Canceled
Subscription Canceled
Subscription Canceled is the bank's name for a dispute about something recurring: the rider says they cancelled but were still charged.
To win: show from Hopoti that the rider didn't cancel before the charge, or that they used the service after it.
The General dispute reason covers everything else, such as a wrong amount. Show the correct amount with the receipt and the Hopoti booking confirmation.
Tips for your dispute evidence
Banks review disputes by hand, so keep your evidence short and relevant: only the relevant part of your policy with the key terms highlighted, long email threads summarised in a line or two, and files named in order, such as 1_policy.pdf and 2_messages.jpg. Use PDF, JPEG or PNG files, at most 4.5 MB and 50 pages in total, with text of at least 12 pt. Don't add links: banks won't open them.
Not sure whether to accept or counter? Message our team in the chat and we'll help you prepare your response.