Gifted | What do I need to do if someone disputes a payment?

Gifted | What do I need to do if someone disputes a payment?

A dispute is when the cardholder contacts their bank about a transaction that they claim they have not made, aka, they do not recognise the transaction and therefore suspect fraud.

For more important information about disputes, and how best to respond to them, here is a link to Stripe's info page.
​
You will always be emailed by Stripe when a dispute is raised. This email will be sent to the ‘notification email’ that was put down on the setup form when your property's Stripe account was first created (if your property has not since updated this email address). If you would like to check which email address is registered, send an email address to support@journey.travel. It is important to keep this up to date, to ensure that the correct person gets this information as soon as possible.

Our Support team completes daily checks, Monday-Friday, for disputes or Early Fraud Reviews. If we notice one of these, we will reach out to the same email address that is registered to your property's Stripe account.

If you wish to counter the dispute, we will need your property to provide our support team with as much evidence as possible such as order confirmations, client communications, terms and conditions etc. We then have a limited time frame that we can then upload to Stripe for you.


    • Related Articles

    • Gifted | What permissions do I need to give my team?

      When setting up your team as users to your new Gifted site, the level of access they have is completely down to you and what you think they'd need to be able to do/see. Some of your team may need more access than others. To add a role to a user: ...

    • Gifted | How to take a cash payment

      As a staff member, you have the ability to take cash payments through Gifted, for when a guest is standing in front of you handing over money. This is how you would log it through Gifted. Log on to your Gifted platform. Click on ‘Create an Order’. ...

    • Gifted | What happens when a payment fails?

      Once a voucher has been added to the basket on the Gifted storefront and the customer has progressed to the payment stage, they will be required to enter their payment details. If a customer enters an incorrect CVC or postcode the payment will fail. ...

    • Gifted | How to connect to Stripe (Payment gateway) in Gifted

      What is Stripe? Stripe is a payment gateway that is needed in order for your platform to go live. In order to take online payments and receive them, you’ll need to connect to the payment gateway Stripe. You can connect to an existing account if you ...

    • Gifted | Glossary

      The Gifted Glossary is designed to help you with our terminology and make sure you don’t feel a little lost and confused by our jargon. So… what do the following words mean? Breakage - In essence, it's pure profit. It simply refers to the vouchers ...