Disputes
Disputes
When a guest's bank challenges a payment or a security deposit, the case appears under Protection → Disputes. You answer it from there, and Uplisting sends what you write to the bank through Stripe.
You need the "Access Disputes screen" permission to see it and "Respond to disputes" permissions enabled to answer a dispute. The account owner, Managers and Finance teammates have both permissions by default.
The list
Each row represents one case and shows the property, guest, amount, status, and deadline or date, such as Due in 3 days, Due today, Overdue, Sent on 4 Sep 2026, or Decided on 9 Sep 2026.
You can filter by property and status. The search box matches guest and property names on the page you're viewing. The list displays 20 cases at a time, so apply filters first when working with a long list.
Disputes also appear on the booking itself, so you can access a case from either the calendar or this screen.
Inquiries and chargebacks
Stage | What it is | What you can do |
|---|---|---|
Inquiry | The bank is asking questions before deciding whether to raise a chargeback | Answer it, or refund in full to close it |
Chargeback | The bank has taken the money back and wants your evidence | Answer it, or accept it |
An inquiry that is not answered in time can become a chargeback that cannot be won.
Opening a case
The panel opens with the status, the stage and when it was raised, then the deadline, then these sections in order:
Section | What it holds |
|---|---|
Booking | The stay, guest email, phone and channel, with a link to the booking |
What happened | The reason, the card, and the network reason code |
What has happened so far | When the bank raised it, when funds were withdrawn or put back, and the evidence deadline |
Money movement | The fee and the net effect on your balance |
Your answer | The evidence you send to the bank |
Your answer is replaced by a read-only What we have section once you have sent your answer, once the deadline has passed, or if you do not have the "Respond to disputes" permission. You see one or the other, never both.
The deadline is shown as "Evidence with the bank by" with the days left beside it. It disappears from the panel once your answer has been sent.
Answering a Dispute
Fill in the fields that apply and attach documents. Show all fields opens the full list, which covers things like the cancellation policy disclosure, the access activity log, the customer's purchase IP and the service date. Documents attach to named slots covering the cancellation policy, the customer communication, a customer signature, the receipt, the refund policy and service documentation, with a slot for anything else that helps.
Each attachment must be a PDF, JPEG or PNG of 4.5 MB or less.
Save answer keeps your work so you can come back to it. Send to the bank submits it.
What you send matters more than anything else about the case. See [How to win a security deposit dispute].
Accepting a dispute
If you agree with the claim, Accept the dispute. The bank records it as lost and keeps the money. It cannot be undone, and you cannot answer later.
Accepting is not offered on an inquiry. To close an inquiry, refund it.
Refunding to close an inquiry
Refund in full and close the inquiry returns the whole payment to the guest. You pay no dispute fee, and the case cannot become a chargeback. The inquiry stays open until the bank confirms it.
The option is hidden on a chargeback, on a security deposit dispute, on a charge Stripe has marked non-refundable, and on a payment that has already been fully refunded.
Neither accepting nor refunding is available once the case no longer takes a response: the deadline has passed, an answer has already been sent, or the bank has decided. Both also fail if the Stripe account behind the dispute has been disconnected.
Who did what
Every accept, refund and submission is recorded with the person who did it and the date: eg "Dana Whitfield sent the answer to the bank on 9 Sep 2026".
Why your hold may be shorter than you expected
Protection → Settings now gathers identity verification, deposits, SafeGuest, hold length, the channel table, when a hold is released, and a listing-by-listing table into one page.
The older Automate → Identity & deposits page is still there and still works, so a host may be looking at either. What each setting does is covered in [Protect security deposits]. Opening the Settings tab needs the "Manage Guest Identity" permission rather than either dispute permission.
Two things behind a shorter hold than a host expects:
- A standard Stripe account holds a deposit for 7 days. An account that supports extended authorisation holds it for 28 days. Stripe describes extended holds as an Interchange Plus feature that comes with limitations.
- If Stripe rejects the extended authorisation on one of your Stripe connections, Uplisting stops asking for one on that connection so later deposits are not delayed, and that connection flips itself back to 7 days. If you find it back on 7 days without having touched it, this is why. Other Stripe connections on the account keep their setting.
FAQs
Why was a deposit charged after the stay when nothing was wrong?
A hold only lasts a few days, so for a longer stay we re-authorise it before it expires. If that re-authorisation fails, usually due to an expired card or insufficient funds, we capture the original hold rather than lose the deposit altogether. Refund it in Stripe if you do not need it. [Protect security deposits] covers deposits in full.
A guest damaged the property. How do I take the deposit?
Capture the hold in Stripe, in full or in part, then refund any difference to the guest. Uplisting does not have a claim screen or a partial-capture screen of its own.
Can I change my answer after sending it?
No. One submission per dispute.
Updated on: 09/10/2026
Thank you!