How to respond to a dispute and submit evidence

When a client opens a chargeback, you have limited time to respond. Good documentation significantly increases your chances of winning the dispute - it is worth preparing well.

How to respond step by step

1. Go to Owner Panel > Finance > Disputes.
2. Click on the dispute with Needs response status.
3. Read the reason the client provided.
4. Prepare and attach evidence (see below).
5. Write a brief, factual explanation of the situation.
6. Submit your response before the deadline.

The response deadline is usually 7-21 days - the exact date is visible in the dispute details.

What evidence to prepare

This depends on the reason given by the client:

"Service was not provided"

The client claims the visit did not happen. Include:

• Booking confirmation with date and hours
• Check-in information (if you use check-in)
• Messages exchanged with the client in Booquela
• Photos from the visit or security footage (if available)

"Conditions different than promised"

The client claims the room looked different. Include:

• Current photos of the room
• Listing description the client saw at the time of booking
• List of equipment that was available

"I did not authorize this transaction"

The client claims they did not make the payment. Include:

• Confirmation that the client had a verified email
• Communication history with the client

Tips to increase your chances of winning

• Respond quickly - do not wait until the last day, the bank may need time to review
• State facts - dates, times, amounts. Avoid emotions.
• Attach screenshots - screenshots of conversations with the client, booking confirmations
• Reference the terms - if the client accepted the booking terms, cite them

What if I lose the dispute

If the bank decides in the client's favor, the disputed amount stays with the client. You cannot appeal this decision again. That is why it is worth getting the evidence right the first time.