When a camper disputes a charge with their bank, a formal process begins with deadlines you cannot control. Understanding how the process works can help you respond on time and know what to expect.

The dispute timeline

1. The camper files the dispute

The camper contacts their bank or card issuer to dispute the charge. They do not need to contact you first.

Depending on the card network and type of dispute, a camper may be able to dispute a payment after the original transaction or stay has taken place.

2. The disputed funds are held

Once the dispute is received, the disputed amount is withheld from your payouts while the dispute is being reviewed.

3. You respond

You will have a limited amount of time to respond and submit supporting evidence.

Your exact deadline will be shown on the dispute in RoverPass and in the notification email you receive.

Important: These deadlines are set by the payment network and cannot be extended by RoverPass.

4. The card issuer reviews the dispute

The camper's bank or card issuer reviews the dispute and the evidence submitted.

RoverPass does not make the final decision, and neither does Stripe. Stripe facilitates the payment and dispute process, but the final decision is made through the card network/issuing bank process.

5. A decision is made

If the dispute is resolved in your favor, the disputed funds are returned to you.

If the dispute is resolved in the camper's favor, the disputed amount remains with the cardholder and is recovered from your payouts.

The full process can take several weeks or months, depending on the type of dispute and the card network involved.

Key deadlines

Keep your records after the stay

A dispute may be filed after the original reservation or payment, so it is important to keep documentation related to completed stays.

We recommend keeping records such as:

• Reservation details
• Cancellation and refund information
• Check-in and check-out records
• Guest communications
• Signed waivers or policies
• Photos or other documentation relevant to the dispute

Keeping these records organized makes it easier to respond if a camper disputes a payment later.

What happens to your money?

While the dispute is open:

• The disputed amount is withheld from your payouts.
• You can submit evidence before the response deadline.
• If you win the dispute, the funds are returned to you.
• If you lose the dispute, the disputed amount is not returned and is recovered from your payouts along with a $15 fee charged by the bank.

Important: Submit all of your evidence at once

Before submitting your response, make sure you have gathered all relevant documentation.

Once your evidence has been submitted, you may not have another opportunity to add information or respond to the case.

Don't miss your deadline

If you do not respond before the deadline, the dispute may be decided without your evidence.

Always respond before the deadline, even if you are not sure whether you will win. A complete response gives you the best opportunity to support your case.

What happens after you submit?

After you submit your evidence, the case moves through the payment network's review process.

RoverPass cannot guarantee the outcome or change the bank's decision.

Important: you only get one chance

Once you submit your evidence, you cannot add to it. There is no back-and-forth with the bank and no appeal. Gather everything first, then submit once.

Related articles

• How to Handle a Payment Dispute — Learn how to decide whether to challenge a dispute or accept it.
• How to Submit Evidence for a Payment Dispute — Learn what evidence to provide and how to submit it.
• Understanding Chargebacks — Learn what chargebacks are and how they can affect your payments.
• How to Prevent Payment Disputes — Learn how to reduce the risk of payment disputes.