A dispute, or chargeback, happens when a traveler asks their bank to reverse a charge. Samba emails your team as soon as one is opened. You answer it in your own Stripe Dashboard, before the bank's deadline.
Respond to the dispute
Open the Payment dispute opened email. It gives the disputed amount, the bank's reason (for example "fraudulent") and the evidence deadline, when the bank provides them.
Select Respond in Stripe. The dispute opens in your Stripe Dashboard.
Add your evidence in Stripe and submit it before the deadline.
If no evidence is submitted before the deadline, the bank decides for the traveler. If the email shows no deadline, respond as soon as you can.
There is no way to answer a dispute inside Samba. The traveler's bank makes the decision, not Samba or Stripe.
Decide what to do with the booking
A dispute does not change the booking. Its status, payment status and balance stay as they were, and installments keep being charged. Whether to cancel or refund the booking is a separate decision, and yours to make.
Follow the dispute
Samba emails you once, when the dispute is opened. There is no further email when the bank withdraws the funds or when the dispute is won or lost, so check Stripe for the outcome.
The dispute also appears as a Dispute row under Operations → Transactions. Its status reads from the dispute's point of view:
Status | Meaning |
Pending | The dispute is open |
Succeeded | The bank withdrew the funds, or the dispute was lost |
Failed | The dispute failed: you won and kept the money |
Choose who receives the email
Every member of your workspace receives Payment dispute opened, whatever their role. Each person can switch it off for themselves:
Open User settings from your profile menu.
In Notifications, select the workspace's tab.
Switch Payment dispute opened off or on, then select Save changes.
Keep this email on for at least two people. It is the only alert Samba sends about a dispute.