A chargeback — Stripe calls it a dispute — is when a guest asks their bank to take back a card payment: a deposit, a no-show charge, or a payment link they paid. Disputes are dealt with in your Stripe account, between you, Stripe and the guest’s bank. NomNom doesn’t show them, but it keeps most of the evidence you’ll want to send.
Before you start
- NomNom won’t tell you about a dispute. Nothing changes on the booking, and the payment still shows on its Card & Payments tab as it was. Keep an eye on your Stripe account.
- There’s a deadline. Stripe shows when your response is due. Don’t leave it to the last day.
- Stripe’s rules apply. How a dispute is decided, and any fee, are down to Stripe and the card companies, not NomNom.
- You’ll need to be an admin. Only admins can open Settings and see a booking’s Audit trail (see What Admin, Standard and Read-only staff can do).
Respond to a dispute
1. Open your Stripe account. Open Settings, choose Stripe, then click Manage Account. Your Stripe account opens. Manage Account appears once Stripe has switched on card payments for your account.
2. Find the disputed payment. Note the guest’s name, the amount and the date it was taken.
3. Find the booking in NomNom. Search for the guest (see Looking up a guest and their booking history) and open the booking. In NomNom Web, click it, then Full details.
4. Gather your evidence. Take screenshots of each tab:
- Details: the date, time, party size and booking reference. In NomNom Web, Origin shows Online booking when the guest booked on your booking page, where nobody can book without ticking I accept the Terms & Conditions and Privacy Policy.
- Card & Payments: the amount, when it was taken, the card, and what it was for, such as No-show charge.
- Messages: every email and text sent for the booking. Click one to see exactly what the guest received and when: the confirmation with your cancellation policy, any reminder texts, and the receipt for the charge.
- Audit trail: who changed the booking and when — for example, when it was marked as a no-show or cancelled.
5. Add your policy. Include the cancellation and no-show policy the guest was shown (see Setting your cancellation and no-show policy) and your booking terms (see Adding your booking terms and privacy policy).
6. Send your response in Stripe. Stick to the facts: what the guest agreed to, what they were told, and what happened on the day. If you can’t find the dispute, or a way to respond to it, in your Stripe account, contact NomNom support straight away with the booking reference.
In NomNom Web: Settings → Stripe → Manage Account, then click the booking → Full details. In the phone app: Settings → Stripe → Manage Account, then tap the booking for its Card & Payments, Messages and Audit trail tabs.
Good to know
- Reminders are texts. NomNom sends booking reminders by SMS only, so look for them under Messages as SMS rather than email.
- Receipts help. A charge you take with Charge sends the guest a receipt saying what it was for, such as No-show Charge (see Payment emails your guests receive).
- Prevention is easier. A clear cancellation and no-show policy that appears in your confirmation emails gives guests fair warning, and gives you something to point to if a charge is disputed (see Charging a no-show or late-cancellation fee).