A chargeback occurs when a buyer disputes the charge on their card with their bank. When this happens, the funds are returned to the cardholder and the amount is taken out of the organiser's balance along with a chargeback fee.

We submit evidence to the card holder's bank letting them know what the charge is for and reach out to the buyer asking them to contact their bank to have the dispute dropped. Chargebacks are typically under review for about 60 days. While fraud is the most common cause for disputes, there are a variety of other reasons why customers may question a payment.

If and when the dispute is resolved in your favour, the funds and the chargeback fee will be returned to your account. If the dispute is lost, the funds will not be returned and a chargeback fee will be imposed. Unfortunately, losses can happen even when all the information is submitted. The card issuer's decision is final and the cardholder's payment will remain refunded.

When a chargeback occurs, the payment amount, along with a separate chargeback fee is deducted from your account balance and temporarily returned to the buyer during a 60-day review process. If and when disputes are won, the funds will be returned to the organiser, however, if lost, the funds are not returned.

The verdict on whether a dispute is won or lost is decided by the card holder's bank. Our team responds and submit evidence to the bank on your behalf. We make the case that the payment was valid and submit evidence including the buyer's ticket and receipt, to let them know what the charge is for. We then reach out to the buyer directly asking them to contact their bank to have the dispute dropped. Any correspondence we receive from the buyer is included as evidence in the case. If the dispute is found in your favour, the disputed amount and chargeback fee is returned back to you. If a dispute is upheld, the card issuer's decision is final and the cardholder's payment remains refunded.

An important step towards resolution is talking to your buyer directly. We recommend that organisers follow up with their buyers when a chargeback is filed. Our team logs buyer contact information under the Customers and Transactions pages in your Row One account. We recommend asking the buyer to drop the dispute, making sure to include the details of your event including the event name, date and time to clarify the charge. It's possible that they simply did not recognise or remember the transaction when they viewed their statement.

Disputes are unfortunate, but a normal part of accepting payments online. The best way to prevent chargebacks is to ensure your event meets your attendee expectations.

Our team prevents buyers from disputing a charge by ensuring they recognise the charge on their credit card statement. We create clear statement descriptors so charges are not misinterpreted as fraudulent or suspicious.

You can monitor the chargeback activity to your Row One account by navigating to your Transactions page. Our team will also reach out to you informing you about chargebacks.

Refund policies do not protect event organisers from chargebacks. Any buyer can dispute a charge with their bank. This process is set in place by banks to protect buyers from potential fraud. While fraud is the most common cause for disputes, there are a variety of other reasons why customers may question a payment.

Please note, you should include a clear description of your refund and cancellation policies in your event description. When a buyer purchases a ticket to an evet, they are required to agree to your terms of service prior to checkout. Ensuring these policies are accurate will increase the likelihood that banks respect your policies in the event of a dispute.