A dispute (also known as a chargeback) occurs when one a cardholder questions the payment with their bank or credit card company. The bank creates a formal dispute which immediately reverses the payment. The payment amount, along with a separate $15.00 - $20.00 dispute fee levied by the card network, is then deducted from your account balance.
There is a dispute resolution process that allows STS to respond and submit evidence on the behalf of our hosts to make a case that the payment was valid. If we need additional information to submit into evidence, an email will be sent to the host requesting further information. If the dispute is found in our favor, the disputed amount and fee is returned back to the host. If a dispute is upheld, the bank’s decision is final and the cardholder’s payment remains refunded.