Updated by Antwonne D
Category: Trust and Safety
Here's how you do it:
Chargebacks happen when a cardholder disputes a charge with their bank. The cardholder’s bank investigates and talks to the merchant. The bank then decides whether or not to refund the charge. When you use Eventbrite Payment Processing, Eventbrite is the merchant and manages chargebacks for you to help save you money. Reduce the risk of chargebacks yourself by setting a clear refund policy and responding quickly to refund requests. Keep in mind that even with a "No refund" policy, banks can still decide to refund a charge.
<h2 id="1">Understanding chargebacks</h2>
<p>To start a chargeback, cardholders dispute the charge with their bank or credit card company.<br><br>Cardholders often dispute their purchase for one of the following reasons:</p>
<ul><li>They don't recognise the charge.</li><li>They didn’t get the advertised services.</li><li>They were told that they would get a refund (but didn’t receive one).</li></ul>
<p>The bank asks Eventbrite to provide evidence that the charge was legitimate. If Eventbrite wins the chargeback, there's no refund. If Eventbrite doesn’t win the chargeback, the bank refunds the charge.<br><br>There's also fees from the bank for every chargeback, even if Eventbrite wins. Eventbrite covers these fees for you.</p>
<h2 id="2">What Eventbrite does to defend against chargebacks</h2>
<p>Eventbrite has over 10 years of experience managing chargebacks and wins chargebacks at rates above industry standards.<br><br>The general approach is always the same. Eventbrite has a dedicated team that defends the charge. They use information about your event, including:</p>
<ul><li>Proof the order was legitimate.</li><li>Evidence the attendee attended the event.</li><li>The refund policy of your event.</li><li>And more.</li></ul>
<p>This dispute process can take a long time, usually up to 120 days. Also, as a courtesy, Eventbrite covers all chargeback fees from the bank. If the bank still decides to refund the order, you'll only have to cover the net sales.</p>
<h2 id="3">Best policies to help prevent chargebacks</h2>
<p>No payment processor, including Eventbrite Payment Processing, can guarantee that chargebacks won’t happen. However, you can make lost chargebacks less likely by taking these steps:<br><br><i>Set clear expectations</i><br><br><a href="https://www.eventbrite.ie/support/articleredirect?anum=37687" target="_self">Setting a clear refund policy</a> helps manage expectations and prevent confusion from attendees. Make sure your event description is accurate as well. If your event changes, <a href="https://www.eventbrite.ie/support/articleredirect?anum=3327" target="_self">email your attendees as soon as possible</a>.<br><br><i>Respond to refund requests as soon as possible.</i><br><br>Make sure to <a href="https://www.eventbrite.ie/support/articleredirect?anum=3399" target="_self">respond to all refund requests within 7 days</a>. If you receive a refund request that's outside of your refund policy, you can <a href="https://www.eventbrite.ie/support/articleredirect?anum=33878" target="_self">decline the refund request</a>.<br><br>If you decline a refund request, consider <a href="https://www.eventbrite.ie/support/articleredirect?anum=3479" target="_self">transferring the attendee</a> to an event that they can attend. You can also offer to <a href="https://www.eventbrite.ie/support/articleredirect?anum=27564" target="_self">change the information on the order</a> to someone else. Either way, make sure to get written confirmation that this solution is acceptable for the attendee.<br><br>Even if your event has a "No refunds" policy, Eventbrite expects you to refund attendees in certain situations, such as event cancellations. For more information, see Section 4.3(g) of Eventbrite's <a href="https://www.eventbrite.ie/support/articles/en_US/Troubleshooting/eventbrite-merchant-agreement?lg=en_IE#5" target="_self">Merchant Agreement</a> and <a href="https://www.eventbrite.ie/support/articleredirect?anum=8480" target="_self">Eventbrite's refund policy requirements</a>.<br><br><i>Respond to messages from Eventbrite’s Trust & Safety team.</i><br><br>If you receive an email from Eventbrite’s Trust & Safety team, read it carefully and respond as soon as possible. The Trust & Safety team will use the information you provide to defend the chargeback. The more information you provide, the more likely Eventbrite will win the chargeback.</p>
<h2 id="4">When you receive a chargeback</h2>
<p>When the bank decides to refund the charge, Eventbrite sends an email to your account email address. Here are your next steps:</p>
<ul><li>If the event hasn't happened yet, make sure that you are scanning tickets or checking the attendees in by ID. Refunded tickets aren’t valid for your event. If the attendee still wants to use their tickets, direct them to buy new tickets. There is no way to reverse a refund.</li><li>If the event already happened, you’ll see a charge in <a href="https://www.eventbrite.ie/account-settings/charges-credits" target="_self">charges and credits</a> under your account settings. The charge will only be for the net sales of the order. Eventbrite waives all service and processing fees and covers any fees from the bank.</li></ul>
<p>The charge will apply to your next payout. If there are no payouts for any of your events by the end of the month, the charge will be invoiced to your account. <a href="https://www.eventbrite.ie/support/articleredirect?anum=4213" target="_self">See more information on viewing and paying invoices</a>.</p>
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