Guide
How to prevent ticket chargebacks, and win the ones you get
A chargeback is a buyer asking their bank to reverse a card payment. Most can be prevented with clear terms and a recognisable payment, and the rest are won with evidence that the buyer bought the ticket and used it.
Updated
Prevent them
- Show your refund terms before payment and have the buyer accept them.
- Use a clear, recognisable event name so the charge is not mistaken for fraud.
- Send the ticket immediately by email and text, so the buyer has proof they received it.
- Answer buyer questions quickly; a buyer who reaches you rarely goes to their bank.
Scan every ticket at the door
The strongest evidence in a ticket dispute is that the ticket was used: the time it was scanned in. An unscanned ticket is weak evidence. For groups, admit each person, or use “Admit all” so every ticket on the order is recorded.
What EventVidia does for you
- Buyers accept the ticket terms at checkout.
- Larger orders, and buyers who have disputed a payment before, are asked by their bank to confirm the payment (3D Secure).
- When a dispute arrives, the evidence we hold, including the order, the ticket email’s delivery, the terms shown at checkout and every door check-in with its time, is gathered automatically for EventVidia to review and send to the bank.
- A disputed order’s tickets are cancelled automatically so they cannot be used.
Questions
Who answers a ticket chargeback on EventVidia?
EventVidia gathers the evidence and responds to the bank. Scanning every ticket at the door is what makes that evidence strong.
Does 3D Secure stop chargebacks?
It shifts fraud disputes on authenticated payments away from you in most cases, and it deters stolen-card purchases. It does not stop a buyer disputing for other reasons, which is why terms and door scans still matter.