Totality for gym owners

Disputed payments

What happens when a member asks their bank to reverse a card payment, how you are told, and what to send us.

A dispute, sometimes called a chargeback, is when someone asks their bank to reverse a card payment. It is rare, but when it happens you need to know quickly because the bank sets a deadline.

How you are told#

• You get a push notification and an email.
• Your dashboard shows a red alert under Needs attention today.
• The payment is listed under Disputed payments, in the Sales tab or through Find a screen.

What you see#

Each dispute shows who it was, how much, what the bank was told (for example "They say they had already cancelled"), the date and the bank's deadline. They are split into With the bank now and Decided.

What to do#

Tap Email us your side and send anything that shows the payment was genuine: their sign up, what they came to, and any messages about it. We answer the bank for you.

What it means for the money#

• For memberships, PT packages, class bookings and one-off charges, Stripe takes the disputed amount and its dispute fee out of your Stripe balance while the bank decides. If the bank sides with you, the amount comes back.
• For a payment link or shop sale, if the bank sides with them, the amount may be taken back from your payouts.