Payment disputes and chargebacks

A payment dispute is raised through the buyer's bank or card issuer. It is a different process from a refund request in MEL.

If you receive a dispute

Open the dispute in the connected Stripe account.
Read the reason, response deadline and evidence requested.
Gather the relevant booking, event and communication records.
Follow the options in Stripe to respond within the stated deadline.
Keep a record of the result for reconciliation.

Do not issue another refund without checking the dispute and payment state first. That could complicate the payment or return money twice.

MEL support can help you locate MEL booking records. It cannot guarantee the bank's decision. Read Stripe's guidance on responding to disputes for the current process.

Next step

Contact support

Connecting Stripe

Open Payments from your organiser dashboard to check your Stripe connection and complete any setup requested.

How ticket payments work

MEL records the booking, while Stripe processes the payment for the organiser. A ticket order, a Stripe payment and a bank payout are separate records.

MEL fees and Stripe fees

Check the fees and final total shown for the booking or payment you are reviewing. Do not assume ticket fees and extras fees are the same.

Still need help?

If this article did not resolve it, contact support and include your booking or event details.