Dealing With Chargebacks

Occasionally when using your own merchant account (such as stripe/paypal/payflow) customers will dispute a transaction on their credit card and issue what is known as a chargeback. When a customer issues a chargeback it’s up to the merchant (you in this case) to respond with evidence of the charge which their bank uses to decide on the legitimacy of the charge. It’s crucial that you respond to any disputes/chargebacks in a timely fashion as failing to respond will result in losing the dispute and having that money refunded to the customer.

There is a couple of reasons a credit card holder may lodge a dispute/chargeback with their bank when you’re selling tickets.

Unrecognized Charge On Statement

This is the most common reason for a dispute being lodged and it occurs when a customer doesn’t recognise a charge on their credit card and calls their issuing bank to have them explain the charge, usually their bank will issue an “unrecognized” query which asks you the merchant to provide information regarding the charge – colloquially referred to a friendly chargeback the easiest way to resolve these are to provide as much information as possible regarding the charge so that the bank can provide this to the customer and help jog their memory.

Fraudulent Charge

A Fraudulent Charge dispute/chargeback is a more serious form of chargeback and occurs when the customer insists they did not authorise the charge on their credit card. This can either be due to the customer having their credit card stolen/skimmed and then used for unauthorised purchases or (as is common with events) that a family member/friend/colleague has used the credit card to purchase tickets without informing the individual. In either situation it’s considered a fraudulent transaction which means the cardholder will be returned funds – we recommend cancelling the tickets immediately and reporting the fraudulent charge to Ticketbooth who can ban customers from purchasing tickets to future events on the platform.

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