Card Disputes and the Evidence Pack

What a Dispute Is

A guest can ask their bank to reverse a card payment. The bank opens a dispute, holds the money, and requests evidence by a deadline. The guest paid on your own connected Stripe account, so the dispute is yours to answer; Kabora prepares the evidence.

Within the hour, the bell and an email tell you, with the deadline, and the stay shows the dispute at the top with a Put together your evidence link.

The Evidence Pack

The evidence page gathers what Kabora holds about the stay, in seven sections:

• The booking.
• The payment.
• What was said, and when.
• What the guest was shown: the listing's name and description as they read today, not as they read on the day of booking.
• That the guest arrived.
• That the guest used what they were sent.
• What the guest agreed to.

It also states what it cannot prove, such as a guest's physical presence, so you know what to add. Print or save as PDF, at the top, prints it as a document. Submit it on Stripe's dispute page in your own Stripe dashboard; Kabora cannot.

The Outcome

The bell, an email and the stay's page tell you the outcome:

• You win: The money returns to your Stripe balance.
• You lose: The money stays with the guest's bank, and the decision is final.

Either way, Kabora's fee on the booking is not returned.

Your Figures While the Dispute Is Open

Once the bank takes the money, Kabora counts it as gone, like a refund. This shows in what you earn on the stay, in Metrics, in your books, and in your owner's next statement, which corrects the stay. If you win, it returns in all of them. Stripe's dispute fee is your cost, shown in your books as Card dispute fees and never on an owner's statement.