On rare occasions when you take a payment for your ticket sales, your ticket buyer may initiate a chargeback. This is when a ticket buyer informs their bank or credit card provider that they don’t recognise a charge in their account, and the bank initiates a refund on behalf of the customer.
You'll be able to send evidence to your customer’s bank, via Stripe, PayPal or Square, to prove that the ticket was purchased intentionally and the event went ahead.
Once your evidence has been received, your customer’s bank will decide whether to return the money to you or refund it to your customer.
We've provided some general advice and best practices about how to guard against and respond to payment disputes below.
💡 As Ticket Tailor does not handle any payments, and payments are direct from your customer to your Stripe, PayPal or Square account, we are unable to influence any dispute outcome.
What evidence can I get from Ticket Tailor to respond to a chargeback or dispute?
A copy of the order confirmation.
A copy of the event confirmation email sent to your ticket buyer.
A check-in report showing the ticket was checked in.
If you have your refund T&C’s in your checkout form, you can download an export showing your customer accepted your refund terms.
How to prevent chargebacks and payment disputes
Below is some general advice to help set up your online payment accounts in order to avoid disputes from your ticket buyers.
Ensure the business name on your Stripe, PayPal or Square account matches your box office or event name.
Accidental chargebacks can sometimes occur when your ticket buyer doesn’t recognise the charge on their statement. To prevent this, make sure transactions on your buyer's statements will be related to your event.
If the name on your ticket buyer's bank statement will be different to your event name or box office name, you could mention this on your order confirmation. Check out this article: How to edit your order confirmation.
If you're using PayPal, you may also consider using the same email in PayPal as you do when ticket buyers contact you, so that any conversations about payments and ticket updates or refunds are recognisably from the same place.
How to respond to payment disputes
Respond to a payment dispute by logging into your Stripe, PayPal or Square account, where the original payment was made. There'll be an online form where you can submit documents to prove that the ticket buyer bought a ticket from you for your event.
Each dispute decision is judged individually, on a case-by-case basis, by your ticket buyer’s bank. Ticket Tailor can't be held responsible for any financial loss due to payment disputes.