Ticket Usability & Fulfillment

Does a chargeback void the tickets in the order?

Yes, tickets are automatically invalidated when a chargeback is entered into the order details. Both the ticket and order statuses will reflect as "chargedback" and they will no longer scan successfully. Any incomplete Payment Plans will be canceled, and customers will no longer be charged on the scheduled dates. However, if the dispute is won by us and the “chargedback” status removed prior to the event, the tickets will scan successfully (unless it’s an incomplete payment plan).

Can a customer use a ticket if the chargeback has not been resolved?

No. We are unable to reactivate an order that is in chargeback status. The dispute can take up to 90 days (from beginning to end) to clear from the See Tickets system. If the customer still wants to attend the event, they need to repurchase a ticket(s) with a different card and email address. If they do repurchase, we cannot refund the original order until the chargeback clears in See Tickets' system and they have placed a new order.

Do tickets become valid again when a chargeback resolves in my favor before the event date?

Tickets on the order go back to the status they were before the chargeback once it has been resolved in your favor – as long as there are no other pending or lost chargebacks in the order – so it depends on what their previous status was. For example, a previously paid ticket will be usable again, however an incomplete payment plan will remain unusable even if the ticket is no longer chargedback since it’s not completely paid off.

Will tickets purchased with shipping still be mailed when the chargeback status has been removed?

No, tickets do not ship if they are in chargeback status or even when the chargeback has resolved in your favor. For security, the order needs to be reissued to Will Call pick-up. If the customer wants to go to the event, they must show identification and the credit card to pick up their tickets and gain entry.

Payment Plans

How are orders on payment plans handled when a chargeback is received?

To prevent further chargebacks, future Payment Plan installments are void (cancelled) when a chargeback is received.

Please note that Payment plan orders are likely to have multiple chargebacks because those are filed against specific payments, not the plan as a whole. The $25 client Chargeback Fee is charged for each chargeback that is entered on the order.

For RFID events, even though the ticket is valid again, any token assigned to the ticket prior to the chargeback will not be reactivated automatically. If the customer wants to go to the event, the order needs to be reissued to Will Call pick-up and they must show identification and the credit card to pick up their tickets.

Can a payment plan be paid-off or reinstated if the Chargeback is resolved in my favor?

No. Once an order receives a chargeback, the payment plan is cancelled, so customer will need to repurchase.

Refunds

Can a refund be issued on an order in chargeback status?

If the full value of the order was chargedback, it is not possible to refund the customer. However if the customer only disputed a portion, it is possible to refund the remainder.

Can customers request a refund if they decide not to attend the event after the chargeback resolved in my favor?

While we aren't required to issue a refund, it is up to client’s discretion depending on the case.

Reporting

How can I get information about my event’s chargebacks?

See Tickets offers different options to get information around the chargebacks on your account, depending on what information you are looking for

Detailed information about each dispute

The client level “Chargebacks” report under the Finance Reports section provides a more granular vision of each dispute (status, reason, etc.) and its lifecycle (date received, date resolved). Go to Client Dashboard > Stats/Reports > Chargebacks. If you’re looking for event specific information, use the event level report instead: Event Dashboard > Live Stats > Reports > Chargebacks.

Note for orders containing multiple events: since the chargebacks are considered an order level transaction, a single dispute will relate to all the events on the order. The client level report will reflect the dispute once, related to only one of the events, however it will be indicated that the order includes multiple events.

Chargedback orders

The Event Sales Summary by Order Date" report provides visibility of orders currently in “chargedback” status. Access this report by going to your Client Dashboard > ANALYZE menu section > Stats/Reports > Event Sales Summary by Order Date.

Once downloaded, you should sort the sheet by Category in column A. Filter for the status "chargedback". This will not denote whether the chargeback has been won or lost.

Ticket Inventory

Are tickets returned to inventory if the dispute is resolved in the customer’s favor?

Only if the dispute is resolved on the customers' favor, and the tickets were not previously sold or posted in Lyte. This will give you the opportunity to sell the ticket again and recover the lost revenue.

What happens with the inventory if the chargeback is resolved in my favor?

Corresponding tickets will be counted as “Sold” again, except for previously refunded tickets, incomplete payment plans or any comp tickets if you chose to add the comps on top of the allotment.

Since payment plan tickets are voided once the chargeback is received, any ticket on “payment plan” status will not be shown in the Sold count again, but will remain pulled out from allotment/inventory.

Are tickets that have been reversed for Fraud returned to inventory?

Yes, tickets reversed as high-risk are returned to inventory. The numbers are reflected in the Live Stats