Disputed Payments

​If someone buys a ticket to your event with a credit card, they may end up disputing the payment later on. This could happen for different reasons.

​For example, here are some possible reasons we've seen for people to dispute a charge:

• ​the purchase could be made with a stolen card

• ​the purchaser may not recognize the charge

• ​the purchaser asked for a refund but didn't receive it

• ​the purchaser is unhappy with your event for some reason

​If the purchaser wins the dispute, the funds will be taken from your account and returned to the purchaser. You may also pay a penalty depending on your Stripe account.

​Disputes are serious and should be dealt with promptly. If you have a high rate of disputes your account risks suspension from Stripe and Luma.

​Luma does not handle disputes on your behalf. You are responsible for refunding guests and responding to your disputes.

​We recommend reaching out to the purchaser as soon as possible to see if you can reach an agreement where they withdraw their dispute.

​You can see more documentation about disputes in Stripe's help center.

​Contesting a Dispute

​You can contest a dispute from your Stripe dashboard. In there, you'll need to provide information about your event and about the purchaser.

​You can find information about the guest timeline and purchase behavior on your Manage Event page.