Chargeback Policy

Last Updated: September 10, 2023


Chargebacks occur when a buyer disputes an online transaction(s) with their financial institution, who will then investigate if the buyer (attendee) should be charged for the transaction or if they deserve a refund. The financial institution first step is to request additional information from the merchant. By using Ticketing Payment Processing, Ticketing is the merchant, which means we manage chargebacks on your behalf. Once the financial institution reviews documentation from both the buyer and the merchant (this process can take up to 120 days), the financial institution decides whether to refund the charge or not.

How do chargebacks happen?

To start a chargeback, buyers dispute a charge with their financial institution. Buyers can dispute a charge for many different reasons, but these are the most common ones:

Important: Chargebacks can be filed even if an event has a “No Refund” policy, and chargebacks are especially likely to be filed if the event is canceled without a refund or credit.

What happens when a buyer files a chargeback for one of my events? What do I do next?

  1. An email will be sent to the organizer with a pending notification.
  2. The full price of the ticket and service fee is Placed on hold.
  3. A $15 US$ processing fee is added by the financial institution. Ticketing cannot guarantee that chargebacks won't happen, Ticketing wins chargebacks at a high rate and has a dedicated team of chargeback experts who manage chargebacks on your behalf, saving you time and hopefully reducing your loss. It’s important to note that Ticketing will fight every chargeback on your behalf no matter the outcome. Ticketing will respond to the dispute claims right away on your behalf. Our success in fighting chargebacks increases as event organizers follow the best practices outlined in our refund policy. Being transparent and fair with the buyers (attendee) also helps to reduce the risk of chargebacks. Here is some of the information that we use from your event to help assist us with fighting a chargeback, including:

Once the financial institution reviews the documentation from both the buyer and the merchant (a process that can take up to 120 days), they decide whether to refund the charge. If the financial institution decides in favor of the merchant, the transaction is not refunded and whatever funds were Placed on hold from your Ticketing account will be released to you (organizer). If the financial institution decides in favor of the buyer, the financial institution will issue a refund and a charge will be added to your account for the full order amount, including the Ticketing service fee and payment processing fee.

When the bank decides to refund the charge, an email will be sent to your email address on file. Here are your next steps:


How can I reduce the risk of receiving chargebacks?

While you can’t fully prevent chargebacks, you can reduce the risk of receiving them by taking these steps:

Set clear expectations

It’s important that attendees know what to expect from your event.


Refund requests

If attendees request a refund and don’t hear back or are unsatisfied with your response, they are more likely to file a chargeback. To help prevent this:

Important: Regardless of our refund policy, even with a "All Sales are final" badge, Ticketing expects you to refund attendees in certain cases, like event cancellations and postponement. For more information, see Ticketing

terms of use and refund policy.

Use an email address that you regularly check

Important notifications, including refund requests from your attendees and requests from our Chargeback Operations Team, are sent to the email address on file in your Ticketing account. Be sure that your Ticketing account email is one you check on a regular basis, so you don’t miss any of these important notifications.


Release of Liability is not affiliated with the events or event sponsors and will not cover losses or damages arising from your voluntary participation in the events, including claims for personal injury, or damage to personal property, or any other claims for negligence on the part of the events or event sponsors. By purchasing the tickets through, you hereby release and forever discharge, and its officers and agents, from any liability or claims for damages that may arise as a result of your attendance and participation at the events. It is hereby understood that the purchase of tickets by you and your participation in the events shall not be construed as an assumption on the part of of responsibility, liability, or control of the events.