Subtitle: Monitor payment disputes, track resolution statuses, and respond quickly to active chargebacks directly from your dashboard.
CRITICAL COMPATIBILITY NOTE: This dashboard visibility feature is only available for accounts connected to Stripe. Payment disputes originating from Authorize.Net or Braintree are not integrated and must be monitored and resolved directly within those respective platforms.
1. Why Disputed Charges Matter
A dispute (or chargeback) occurs when a guest contacts their credit card issuer to challenge a charge processed on their card.
When Stripe alerts Hostaway of an active dispute, the system automatically flags the transaction in your dashboard. This allows you to gather rental agreements, guest portal logs, and messaging history to submit as evidence and protect your revenue.
2. Step-by-Step: Filtering for Disputed Charges
To see all active or resolved disputes across your entire portfolio:
- Go to the main menu and select Reservations > Guest Payments > Charges.
- Click on Filters in the top right.
- Scroll down and check the box for Disputes.
- Click Select Filter and then click Apply.
3. Understanding Dispute Status Icons
Once the filter is applied, disputed charges will display a triangle warning icon next to the transaction. Hovering over these icons reveals their current resolution state:
Icon Color | Dispute Status | What it means | Actions Required |
|---|---|---|---|
| Yellow Triangle | Under Review / Needs Response | The guest's bank has opened a dispute. Funds are temporarily held by Stripe. | Immediate Action Required. Log in to your Stripe dashboard to submit evidence. |
| Green Triangle | Dispute Won | The bank reviewed your evidence and ruled in your favor. Funds are returned to you. | No further action is required. |
| Red Triangle | Dispute Lost | The bank ruled in favor of the guest. The disputed amount and Stripe's dispute fee are permanently deducted. | Review your Guest Portal check-in terms to strengthen future evidence. |
4. Operational Best Practice: Winning Stripe Disputes
To maximize your chances of winning a chargeback, Stripe requires solid evidence that the guest booked, agreed to your terms, and stayed at the property.
When submitting evidence through your Stripe Dashboard, always attach these three items from Hostaway:
- Signed Rental Agreement: The signed document collected during your booking flow.
- Guest Portal Access Logs: Proof that the guest logged in, verified their identity, and accessed check-in instructions.
- Unified Inbox History: Copy and paste the messaging thread that shows your communications, check-in confirmations, and post-stay check-outs.
5. Frequently Asked Questions (FAQs)
Q1: Does a dispute automatically update the reservation status in Hostaway?
No. To prevent reporting discrepancies, the overall reservation status will not change. You must review the dispute and, if permanently lost, adjust your reservation financials or record the loss manually for your accounting records.
Q2: Why is the dispute notification missing on my Hostaway dashboard?
If a guest claims they disputed a charge, but you do not see any warning icon:
- Verify that your payment processor is strictly Stripe.
- Check your Stripe Dashboard to confirm if the bank has officially initiated the dispute, as bank processing times can delay the webhook delivery to Hostaway.