How Turtini answers a dispute for you

A dispute that nobody answers is decided for the customer. Not usually — always. So Turtini answers it for you.

**What happens, in order**

1. **The dispute opens.** Within seconds, Turtini pulls the record kept when that payment was taken and writes a response from it: who bought it, from what address, at what moment, what they bought, whether their bank verified them, and every timestamped thing we recorded afterwards — the ticket issued, the session joined, the file downloaded.
2. **It is attached to the dispute immediately, but not filed.** Attaching costs nothing and can be redone. Filing can happen once and never again.
3. **You are emailed** with what it says and what would make it stronger.
4. **Three days before the bank's deadline, it is filed.** You do not have to do anything.

**Why it waits three days instead of filing straight away**

A bank accepts one response per dispute. If we filed the moment the dispute opened, and you had the email thread that settles it, there would be nowhere to put it. The gap exists for you. Three days is also enough room for the filing to be retried if something goes wrong, and it never falls on a weekend by accident.

**What it will never say**

Only what the records support. If nothing recorded the customer using what they bought, the response says so in as many words and makes no claim that they did — a ticket existing is not somebody attending, and telling a bank otherwise would be far worse than a thin response. If we have nothing worth sending at all, nothing is filed and you are emailed directly, because a hollow response is not better than an honest gap.

**Your two controls**

- **Add your own account.** A free-text box on the dispute. Anything you know that our records do not show. It is folded into the response within a few hours and clearly attributed to you, separate from our records.
- **I will handle this myself.** Turtini stops immediately and files nothing. Use this if you have files to upload — files have to be attached in your Stripe dashboard. You can hand it back at any time before it is filed.

**After it is filed** you will get an email confirming exactly what was sent. It cannot be added to or changed after that. Banks usually take 60 to 75 days to decide, and Turtini emails you the outcome either way.