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prod · eu-west

Aria escalated this:"Customer late-arrival dispute. Host claims customer never showed, customer says he was outside. Recommend partial refund 50%."

Theatre · Royal Albert Hall · 4h

b_3e8a · created may 11 · scheduled may 15 20:00 BST

DisputedEscrow held

Diego R. CUSTOMER

u_8a91 · LDN · 12 bookings · 4.7★

trust score 92 / 100 · 0 prior disputes

B_3E8A↔

Theo T. HOST

u_9201 · LDN · 304 reviews · 4.97★

trust score 98 / 100 · top 1%

Charge

$288.00

card · visa ····4218

Escrow

held · 4d

stripe pi_3OK9z

Host fee

$216 net

10% platform · 5% stripe

Refund risk

moderate

aria conf 0.74

Event timeline

20:14 Customer messaged: "I'm here, where are you?" 1d agoGeo-fence ping placed Diego at venue entrance — confirmed

20:25 Booking auto-flagged · host hasn't checked in 1d ago

20:42 Host responded: "I was inside the hall. Customer never reached usher." 1d ago

21:00 Booking auto-ended · refund armed at 50% 1d agoBoth parties notified, escalation triggered to Aria

21:14 Aria handed off to Ops queue · now yours 1d ago

Chat preview · last 5 msgs

Diego (cust) · 20:14

I'm here, where are you?

Theo (host) · 20:42

Sorry just saw — I went straight in, usher had your name. I waited until intermission.

Diego (cust) · 20:51

Nobody had a “Diego” — they had a “Theo”. So I left.

— booking ended at 21:00 —

Resolution

Aria's recommendation

Partial refund 50% ($144) · name mismatch on reservation appears to be a clerical issue, not bad-faith. Both parties acted in good faith.

Communication

Linked records

Stripe chargepi_3OK9z…

Zendesk ticket#zd_7821

Aria sessionar_8c2f

Chat threadt_b3e8