Some event-organizers choose to have funds go directly into their bank account, using their own gateway and merchant. In this case, you may receive notices of chargeback. We have some tips to help resolve these charge disputes in your favor.
Research the Charge
Is the charge valid? Is the event in the past, or the future? All the answers are in Box Office, so the first thing you need is a Box Office order number.
The bank usually provides the following:
- Last 4 digits of payment card
- Transaction date
- Transaction amount
- Disputed amount
Inside Box Office, perform an order search in the vicinity of the transaction date, and filter results to payment type “credit.” Next, export the search results by order.
Open the spreadsheet in Microsoft Excel (or other CSV-compatible software), and perform a search for the last four digits of the payment card. These will be in the column labelled ‘
cc_last4’. Verify the other transaction info, and take note of the order number.
Use this number to look up further details in Box Office.
Service Not Yet Rendered
In the case of a dispute, you must assume the charge is already reversed. If the event is in the future, we recommend that you void the order and notify the customer. If they still want tickets, advise them to place a new order.
Service Already Rendered
If the event is in the past, try contacting the customer.
If they recognize the charge, ask them for another payment card and re-collect the funds. We recommend that you run this charge by logging into your merchant terminal.
If the customer fails to respond or provide payment, then you must fax relevant documentation to the bank, showing your side of the dispute. This should include as much of the following as possible:
- Dispute letter (attached below).
- Written consent from the customer, if you can obtain it.
- Copy of order in Box Office.
- Copy of tickets.
- Copy of receipt.
- Proof that tickets were scanned at the venue, if applicable.
- Copy of terms & conditions for your event.