A Guide to Disputes at Posh

Handling disputes effectively protects your event’s revenue and reputation. By setting clear policies, maintaining open communication with attendees, and using Posh’s dispute management tools, you can minimize financial loss while building trust with your audience.

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What is a Dispute?

A dispute occurs when an attendee contacts their bank or credit card provider to contest a ticket purchase on Posh. Common reasons include:

• Claiming they didn't authorize or receive the purchase

• Stating they were charged incorrectly or multiple times

• Arguing the event didn't meet expectations

While Posh does not control dispute outcomes—credit card companies make the final decision—we provide tools to help prevent and challenge disputes when necessary.

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How Disputes Work on Posh

• When an attendee files a dispute, it appears on your Disputes Dashboard under Finance > Disputes.
• Stripe, our payment processor, charges a $15 dispute fee per case:
  • If you win, Posh covers the fee
  • If you lose, the $15 fee is deducted from your Posh balance
• For tickets under $20, Posh covers both the dispute and the $15 fee
• For tickets between $20 and $99, Posh automatically submits evidence, such as scan data, to challenge the dispute
• For tickets $100+, Posh will manually fight the dispute with any additional evidence you provide
  • You'll receive an email from Posh Disputes Team ([email protected]) requesting supporting documentation

Tracking Disputes in Your Dashboard

Find your disputes under Finance > Disputes in your Posh Dashboard.

In the Dispute column, you'll see one of four statuses:

• Won – The dispute was successfully challenged, and Posh covers the $15 fee.
• Lost – The dispute was unsuccessful, and funds are deducted from your account.
• Under Review – Posh is awaiting a decision from the bank after submitting scan data for tickets priced $1–$99.
• Needs Review – The Posh Disputes Team has requested additional evidence for $100+ tickets.

You can click on each customer to view their dispute reason, contact them, and access their order details.

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Best Practices to Prevent Disputes

1. Clearly Outline Your Refund Policy

Make your refund terms visible in your event description and checkout screen.

Example Refund Policy for Your Event Page

Ticket Policy – No Refunds or Chargebacks

By purchasing a ticket, you agree to the following:

• No Refunds or Exchanges: All sales are final. No refunds or exchanges will be provided under any circumstances.
• Chargebacks: Initiating a chargeback or dispute with your credit card company violates this agreement. The ticket holder will be responsible for the total cost, plus any associated fees.
• Event Participation: Chargebacks result in denied entry, a ban from future events, and potential legal action to recover funds.
• Acknowledgment: Your purchase confirms you have read and accepted these terms.

For questions, contact [Organizer's Email].

Note: If you allow refunds, be sure to state that Posh’s fees (10–13%) are non-refundable.

Need to issue a refund? View our step-by-step guide.

2. Add Terms of Service (ToS) to Your Event

A Terms of Service (ToS) agreement ensures attendees acknowledge key policies before purchasing a ticket.

You can enable this in Event Settings > Policies. Attendees will be required to check a box during checkout, confirming they understand your ToS.

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See live organizer ToS examples:

• Souled Out Dates ToS
• We Belong Here Miami ToS
• Singles Mixer & Matchup ToS

3. Communicate Event Changes Proactively

Update attendees if an event schedule, venue, or entry process changes. This prevents frustration-driven disputes.

Recommended communication methods:

✔ Instagram & Social Media – Post real-time updates.

✔ SMS Blasts – Alert attendees of urgent changes.

✔ Email Notifications – Send detailed updates about cancellations or delays.

✔ Posh’s Full Event Refund Tool – Learn how to initiate refunds.

4. Scan Every Ticket

Scanning tickets provides proof of attendance and serves as evidence to fight disputes.

If an attendee disputes a charge claiming they didn’t attend, ticket scan data can be submitted to the bank as proof.

5. Contact Disputers Directly

Once a dispute is filed, reach out to the attendee to see if it can be resolved. Attendees have 21 days to retract a dispute with their bank.

Even if the $15 dispute fee is still charged, this can prevent further financial loss and reputational damage.

Tip: Display clear contact information on your Posh profile and event pages to encourage direct communication before disputes escalate.

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Frequently Asked Questions

Can I appeal a lost dispute?

No. Credit card issuers make final decisions, and there is no appeal process after evidence submission.

What is the standard dispute win rate?

Industry-wide, about 20% of disputes are won. Success rates improve if scan data and clear evidence are submitted.

Who do I contact with dispute concerns?

Reach out to [email protected] or use the chat button on the Posh web platform.

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Final Takeaways

✔ List refund policies in your event description and Terms of Service.

✔ Use ticket scanning to track attendance and contest disputes effectively.

✔ Proactively communicate event changes to reduce confusion and complaints.

✔ Encourage direct resolution with attendees to prevent unnecessary chargebacks.

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Managing disputes strategically helps protect your revenue and strengthen attendee trust. Stay proactive, document key policies, and use Posh’s dispute tools to stay ahead.

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