Stripe Payment Dispute Requires a Customer's IP Address. How do I find this?

[Jonathan Frost]

I have a “no refunds” policy. A guest cancelled and has gone to their bank to dispute the charge. Stripe is requesting the customer’s IP Address from when they paid and agreed to my terms. How may I find this?

[Tristan Brotherton]

Hi Jonathan,

We record the client IP address as part of the rental agreement phase of the checkout for booking that go through the MyVR checkout flow. So if you click on the rental agreement in the reservation details:

You can then view the IP in the historical agreement tab:

This may not apply if the booking was taken by an integrated channel.

[Jonathan Frost]

Thanks for the reply, Tristan. That is helpful. However…

Since this is for a reservation that has been cancelled, it seems that the Method and IP Address is missing. A disputed charge, after a cancelled reservation, is really the only time I’d ever need an IP Address. Is this something MyVR wipes once a reservation is cancelled? Is there anyway to retrieve it, if so?

[Tristan Brotherton]

Got it - It appears we don’t always show it in the UI. I’ll drop you a note with the IP you’re looking for from our records.

[Jonathan Frost]

@tristan-brotherton Thank you!

[Carole]

@Jonathan-Frost
Were you able to get the IP address from @Tristan-Brotherton to submit your disputed chargeback?