Dispute Manager

The Xola Dispute Manager is your centralized hub for viewing, managing, and responding to chargebacks. Here, you can see all dispute activity, submit evidence, monitor dispute statuses, and access a detailed timeline of each case. To help you advocate for your business, the platform also provides helpful links, resources, and automated tools for faster submissions.

To learn more about the types of disputes and how they work, click here.

What's covered in this article:

• What You'll Learn From This Report
• How to Access the Report
• What You’ll See in the Table
• How to Submit Evidence

What You’ll Learn From This Report 

The Dispute Manager Report in Xola helps you stay on top of any chargebacks or payment disputes related to your transactions. With this report, you can:

• See when a dispute occurred and which booking it’s tied to.

• Identify the customer, amount in question, and reason for the dispute.

• Track the card type used for the transaction.

• Monitor the status of the dispute—such as “Needs Response,” “Under Review,” “Won,” “Lost,” or “Refunded.”

• Know exactly when a response is due, so you can act before the deadline.

• View a complete activity timeline for each dispute, including who opened it, who responded, and any submitted evidence.

This report ensures you have all the information you need to respond effectively and resolve disputes in a timely manner.

How to Access the Report

To view your Dispute Manager Report in Xola:

1. Navigate to Reports > Disputes

Here, you’ll see a full list of all current and past disputes. Click into any row to view the full details, including customer info, transaction details, evidence submitted, and response history.

What You’ll See in the Table

The Dispute Manager serves as a central hub where you can view all open and resolved disputes, submit evidence, and track case progress. The table provides an organized overview of your dispute activity, allowing you to quickly assess statuses and take action when needed. It includes:

• Dispute Date: The date in which the charge was disputed. 
• Booking Date: The date on which the purchase happened. 
• Booking: The reservation ID and name of the customer. 
  • If you click on the Name it will take you to the customers' profile in the CRM.
  • If you click on the Reservation ID it will take you to the reservation under the Purchases Tab. 
• Amount: The dollar amount of the reservation
  • Note: This is not the amount withdrawn from your balance; this is the reservation amount, not the $15 added for the dispute.
• Reason: The type of dispute it is.
  • Click here to learn more about Dispute reasons/types. 
• Card: The card that was used to make the reservation.
• Status: The status of the dispute. 
  • Needs Response: You can still submit evidence.
  • Under Review: Evidence has been submitted and is under review by the card issuer's bank.  
  • Charge Refunded: You refunded the customer and they withdrew the dispute.
  • Won: The dispute was decided in your favor. 
  • Lost: The dispute was decided in the customers' favor.
• Respond By: This provides a deadline of when you need to respond back to the dispute. 
• Activity: When clicked on, give you a timeline of the activity on the Dispute. Who looked at it, who submitted the evidence, etc. 

How to Submit Evidence

Please note that Stripe charges a $15 Submission Fee, for every Dispute you submit evidence for. 

To respond to a dispute and submit supporting documentation:

1. From the Reports > Disputes page, click the Needs Response link under the Status column.

2. You’ll be taken to the Dispute Details screen, where you can upload your evidence.

3. Here are the fields you can have auto-populated or manually fill out when submitting edvidence:

• Product Description: This comes from your Products > Experiences > Description of the Experience in question. 
• Customers Name and Email
• Customers IP Address
• Customers Receipt: We would suggest adding a PDF of the Confirmation email or screenshot of the payment summary in the Purchases tab.

Note: If our email server still has a copy of the email, we will add this to the Dispute automatically. 

• Customer Communication: PDF of any communications you have sent to the customer. 
• Additional Information: Your cancellation policy that comes from your Products > Experiences.
• Supporting Evidence: Any evidence that you feel would help win your dispute. 

Note: If you have multiple files, combine and upload as a single PDF document. The maximum allowed size is 5MB.

Auto-Populate Feature

Xola can help save time by automatically filling out common fields. Click the blue Auto-Populate button at the top of the page. This will insert information such as:

• Product description (from your Experiences)

• Customer’s name and email

• IP address

• Receipt (screenshot or PDF of purchase confirmation)

• Communication history (email logs, if available)

• Your cancellation policy

Note: Auto-populating may overwrite any information you've already added.

When you're ready:

• Click Submit Evidence to send everything to Stripe.

• Or, click Save to save your progress and return later.

 Once evidence is submitted, it cannot be changed. The bank’s decision will be final.

What Happens Next?

• After submission, the dispute status will change to Under Review.

• No further evidence can be added once the submission is complete.

• If no action is taken by the "Respond By" date, Xola will NOT automatically submit any information to Stripe. 

Best Practices for Evidence Submission:

Credit card issuers typically spend less than three minutes reviewing dispute evidence. Keep it clear, fact-based, and professional. Avoid emotional or lengthy explanations.

• Focus on the facts of the transaction.

• Provide proof of customer engagement, fulfillment, and your stated policies.

• Stay neutral in tone.

• To learn more about how to respond, click here. 

Still have questions? Please email us at chargebacks@xola.com