When a guest disputes a card charge

A guest can ask their bank to reverse a card payment. The bank opens a dispute, holds the money, and asks for evidence within a deadline. Because the guest paid on your own connected Stripe account, the dispute is yours to answer; Kabora's job is to tell you at once and to have the evidence ready.

What happens

You are told on the bell and by email the hour the dispute opens, with the deadline. The stay shows the dispute at the top with a Put together your evidence link.

The evidence pack

The evidence page assembles what Kabora holds about the stay: the listing as it was booked, the price breakdown and the policy the guest agreed to, the confirmation and its delivery, the messages, the check-in record, the door-code delivery. It names, in plain words, what it cannot prove — a guest's physical presence, for instance — so you know what to add from your side. The page prints as a document — Print or save as PDF at the top — and Stripe's dispute page, on your own Stripe dashboard, is where it is submitted; Kabora cannot submit it for you.

The outcome

Won, the money is released back to you. Lost, the bank keeps it and Stripe charges the dispute fee; the stay's page and the ledger say so. Kabora's fee on the booking is not returned either way.