Dispute Report Builder

Five minutes, and the bank gets a proper answer

Keep three things open while you work: the dispute in Stripe, the booking, and Postmark. Everything below comes from one of those. First time? Hit Show me an example to see a finished one.

From Stripe

The dispute itself

Open the dispute in Stripe. The long IDs are easiest to paste rather than retype.

Why are they disputing? — Stripe shows this at the top

Dispute ID — starts du_

Payment ID — starts pi_

Amount — numbers only

Currency — as charged in Stripe

Date they disputed

How they paid

3D Secure

CVC check

IP address

Country that IP is in

Device ID — skip if you can't find it

Worth a second look. Wallet payments usually show 3D Secure as “Not supported” with no CVC result — the fingerprint or face unlock does that job instead. Check Stripe again. If it really does say Authenticated and Passed, great, carry on.

Check this number twice. It has to match the invoice and the confirmation email you're about to attach. If one of them shows a different total, the bank will find it.

Stripe and the booking

Who paid, and who was going

Often two different people — a parent paying for a child, a friend booking for a friend. Perfectly normal, we just need both.

Name on the card

Email on the payment

Their country

Their billing address

Guest name — as printed on the ticket

Email we sent the ticket to

How are they connected? — one line, optional

Two different emails — and that's fine. It usually means someone paid on behalf of the traveller. The report explains that properly rather than pretending they match. If you know how they're related, add it above; it makes the case stronger.

From the booking

What they booked

All of this is on the booking record. The ticket email has it too if you'd rather look there.

Booking ID — starts TPX-

Supplier Reference ID

What they booked

Booked on — the day they paid

Date of the experience

Time of the experience — skip if open

How many guests

Where it is — city and country is plenty

Supplier

From Postmark

The day of the booking, minute by minute

This is the part that wins the case. Open Postmark, search the customer's email address, and read the times straight off the log.

They booked and paidTime on the booking record

“Booking confirmed” landedThe first email, straight after payment

The ticket landedThe email carrying BookingTicket.pdf

“How did we do?” landedLeave empty if we didn't send one

Spam

Bounces

Postmark shows both at the top of the recipient's page. They're nearly always zero — but do check, because the report states it in writing.

From the support inbox

Did they ever come to us first?

Leave both untouched if they went straight to their bank without a word. That silence is one of the strongest things we have.

They messaged us, complained, or asked to cancel Anything at all before the dispute was filed A refund was asked for, or we gave one Including a partial refund

Your files

Attach the proof

Drop a file on each row, or click to browse. Each one slides into the report behind a cover page that's already written. Missing one? Build it anyway — you'll get the cover page and can add the document later.

Something unusual about this one?

Almost never needed. Skip it unless this case really doesn't fit the usual pattern.

Different cancellation policy — leave empty for our standard no-refund one

Link to the product page — optional

Write the opening statement yourself — replaces the one we generate