A card dispute (also called a chargeback) happens when someone asks their bank or card issuer to reverse a card payment instead of asking for a refund. This article explains how that works on Offkai. It's general information, not legal advice.
How disputes work on Offkai
Offkai doesn't handle card disputes inside the app. For card payments, the host is the merchant of record and the payment runs through the host's own Stripe account, so Stripe and the host deal with the dispute directly. Offkai doesn't send an email about a dispute, and it doesn't automatically change the RSVP when one is opened. An RSVP is only cancelled when a full refund is actually issued.
If you're an attendee
- Contact the host first. Most problems are quickest to sort out directly. See Contacting the host.
- Ask for a refund if your plans changed or the event didn't happen as promised. Refund rules are in Cancel and refunds.
- Disputing with your bank is a last resort. It starts a formal process between your bank, Stripe, and the host. It can take a while, and your RSVP isn't automatically cancelled just because you filed one.
For payments made with Venmo, Zelle, PayPal, Wise, or another handle-based method, the payment happens outside Offkai. If the host can't help, use that service's own dispute process, such as Venmo's or PayPal's buyer protection where it applies.
If you're a host
When an attendee disputes a card payment:
- You respond in your Stripe dashboard. Open it with Open Stripe dashboard on your profile. Stripe shows the dispute there, tells you what evidence to send, and sets the deadline.
- The money leaves your Stripe balance. The disputed amount is pulled from your Stripe balance while the dispute is open, and Stripe charges a dispute fee whether you win or lose. The fee amount varies by country, so check Stripe for yours.
- If you win, the charge is returned to you. If you lose, the attendee keeps their money back and the dispute fee stays charged.
- Offkai's fees aren't refunded. The platform fee and Stripe's processing fees stay non-refundable even when a chargeback happens (see the Terms, section 4.6).
- The RSVP stays as it is. Offkai doesn't change it automatically. If you refund the attendee in full yourself, the RSVP is cancelled as part of the refund. A partial refund leaves the RSVP as it is. See Cancelling and refunding attendees.
You're the merchant of record, so handling disputes is part of your responsibility as a host. It helps to keep a short note of refund decisions and any messages with the attendee. See Connecting Stripe and the full payments guide.