This article contains recommendations — but 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.
Advice for responding to disputes via PayPal
To protect you against chargebacks, PayPal offers an optional service called PayPal Seller Protection. This covers chargebacks if you can provide evidence that the event was purchased by the buyer, and that the event went ahead.
PayPal also offers a tool called 'Customer Service Message', which allows you to set a pop-up a message with info directing the consumer to your own support page and/or contact details, including your logo. This way, you can intervene before the dispute goes through, and hopefully resolve the issue or confusion with your purchaser.
You can set up a ‘Customer Service Message’ here, or through the Resolution Centre.
How to respond to the dispute
In the online response form, describe clearly and concisely why the claim is unreasonable and how your evidence proves that, using a neutral and professional tone.
For example: Jenny Rosen purchased a ticket from our company on [date] using a Visa credit card. The ticket was sent to the customer’s email via Ticket Tailor on [date] to the email address provided by the customer, and it was delivered on [date], as shown in the order confirmation file provided, so the claim that the product was not received isn’t true.
Try to be concise and only include information relating to your customer’s order. PayPal deal with many disputes every day, not just from event organisers, so make it as easy as possible for them to understand that your buyer bought a ticket from you and attended your event.
All compelling evidence must directly link to the ticket buyer, not the attendee. PayPal needs to see and understand the connection between the transaction in PayPal and the ticket order. Examples would include a name, an address, a phone number, or an email address.
When sending screenshots, specifically call out or annotate what fields in a screenshot PayPal should look at and why, and explain how they are relevant to show evidence that the ticket was bought or used.
What you can include as evidence
A cancellation policy or other terms of service which should be cut down to highlight the relevant section.
If your policies are in your checkout form:
Head to ‘Orders’.
Search for the disputed order using the buyer name, email or Stripe transaction ID.
Select the disputed order.
Click ‘Export’ and choose ‘Line item report’.
Ensure buyer questions and attendee questions are selected and export your data.
This will download a report showing the checkout form they agreed to.
Proof that the purchase wasn’t fraudulent.
For example, share the email or address of the ticket buyer, or conversations/proof of them attending the event show that they intended to buy a ticket from you.
Proof of service or delivery.
For example, proof that their ticket was checked in at the event.
You can take a screenshot of the ticket check-in history by opening the order on your ‘Orders’ page, or in the Check-in app
Open your Ticket Tailor Check-in app.
Navigate to your event doorlist.
Search for the buyer’s name.
Take a screenshot of the check-in history.
A screenshot of the order confirmation in Ticket Tailor, clearly showing the buyer's email address.
Head to ‘Orders’.
Search for the disputed order using the buyer name, email or PayPal transaction ID.
Click on the order to expand the details.
Take a screenshot and upload it to PayPal.
Copies of the event confirmation email sent to the buyer.
Head to ‘Orders’.
Search for the disputed order using the buyer name, email or PayPal transaction ID.
Click on the order to expand the details.
Click ‘Print order confirmation’.
Save the order confirmation as a PDF.
Proof that your event took place, for example any media coverage, social media or event recordings.
A link to your website or event page.
If you sent physical tickets or products, proof that a physical ticket was sent to the address provided by your customer, e.g. evidence of postage tracking.
Screenshots of any details that establish a link to the purchaser and your organisation.
For example, the buyer is signed up to your mailing list.
Any other relevant details that prove your ticket buyer bought a ticket from you.