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.
How to handle disputes with Square
To protect you against chargebacks, Square offers ‘Risk Manager’, a product to help you gain insight into payment fraud patterns, and set custom rules and alerts to detect and manage risk.
Find out more about Risk Manager.
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 Square 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 Square transaction ID.
Click on the order to expand the details.
Take a screenshot and upload it to Square.
Copies of the event confirmation email sent to the buyer.
Head to ‘Orders’.
Search for the disputed order using the buyer name, email or Square 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.