If a hirer disputes a card payment

What happens

A dispute is the hirer asking their own bank to take a card payment back. Stripe takes the money back from the hall while the bank decides, and charges about £20.

Whoever checks payments is emailed [Name] has disputed a card payment, with the amount, what the bank says, and the date to answer by.

Answer it in Stripe

1. Sign in to the hall’s Stripe account. The payment was made to the hall’s own account, so the dispute is the hall’s to answer there.
2. Use Open the booking in the email to gather what supports your answer: the booking’s history, the conditions the hirer agreed to, and your messages.
3. Answer by the date Stripe gives. Reply to the email if you would like HallMatch’s help.

If the bank decides for the hirer

Stripe does not give the money back to the hall. HallMatch takes the payment off the booking, which then shows what the hirer still owes, and emails you.

Ask the hirer to pay another way, or let it go.