Hello All
We are experiencing a huge number of chargebacks for our Christmas show this last December through our Website.
I have never had over 40 chargebacks before, so I got them all together and noticed that all of the accounts that were created had US addresses and the email address in the account does not look like real email addresses.
We do have the CVV activated in the Payment Methods but I am hoping that if anyone has any suggestions to see if we can protect ourselves against this scammer, I would greatly appreciate. Also, does anyone use the "Require Postal Code" and have you had any issues with that. We don't have it currently enabled, if we did, what exactly is it asking for. Meaning, if I put in a US code or another country code, would it bounce the transaction.
We currently use Windcave and Evalon, so if that helps with any suggestions.
Thanks so very much,
Debbie Wallin, Accounting Manager
The Royal Winnipeg Ballet
Hi Debbie,
This is something we're experiencing as well. Our team here met this week and while we have CVV enabled, we do not have AVS enabled, so we're looking at that now, which we hope will eliminate a lot of these chargebacks. I have aticket open with the network that hasn't been answered yet regarding how AVS or require postal code works as all the documentation is now focused on TMS.
We're locally hosted and are with Windcave if that helps at all. When I finally hear back from someone at the network, I can update this thread.
We're also having this issue. We have CVV active but not AVS. But in talking to other orgs, it doesn't seem that AVS has much effect. So, we're in the process of setting up 3DS (3D Secure) from Windcave (Windcave | 3D Secure | EFTPOS | Payment Gateway | Online Credit & Debit Card Processing) to see if it helps. Although it requires some information from Elavon that seems tricky to get.
Hi Michele
Thank you for your response, I have also opened a ticket with Tessitura to see what they suggest, so I will also update with they info that they have.
We also do not have AVS enabled. We did try it quite a few years ago, but they were having issues with the Canadian Postal Code at the time. We also have international students making purchases and AVS could not recognize the address. So I am hoping that they have improved AVS, are there any other Canadian Organizations using AVS and do you have any issues with it.
Thank you and look forward to hearing more
Debbie
It's been a while, but we found that requiring the postal code exact match with AVS quickly caused more problems than it solved. I don't know if Windcase handles Canadian codes better now, but even still, the number of our existing patrons who inputed their own postal codes incorrectly was quite surprising.
When we have these situations come up now the account gets a Suspected 3rd Party Reseller constituency and will no longer receive valid PAH tickets. It's still whack-a-mole. Just slows them down a bit. Hope to hear some better solutions in this thread.
This is interesting Neil! I've forwarded that link to our team here as we're on Windcave as well. Thanks for this.
We've been having this issue since October. It seems to be tapering off a bit, but we're still getting more disputes that we've ever had. We're on Windcave and Elavon as well. We have CVV required, and we activated the "lax" level of AVS where either the street address or the postal code on the patron's account must match the info on the credit card billing address. We also blocked a handful of countries where some of the disputed credit cards were originated. We've tried a few other risk rules, but had to backtrack because it created more customer service issues than it was worth. For now it seems we've enabled what we can but, as some others said on this thread, it prevents some chargebacks but doesn't eliminate them fully.I had a ticket open with Tessitura about this, which unfortunately dragged on for over a month with unsatisfactory answers, as they didn't see this as big of a problem as we did. Windcave was must more active in helping us to figure out some solutions.
By the way, we also don't have the "require postal code" and I'm not sure what that means exactly or where that setting lives. The AVS level that we have set doesn't require the patron to enter anything additional on the TNEW payment page or the Windcave payment screen other than the credit card number, expiry date and CVV.
Hi Anastassia
Thank you for your reply. So you are currently using the AVS, it is as simple as turning it on on our TNew setting. Or it is a whole thing that requires the involvement of Windcave and Elavon, or another 3rd party software. And I am thinking there may be a cost for that also.
Thanks
Hi Debbie,(Apologies for the late reply).This was something Windcave can turn on quickly and was at no charge to us, as it's part of their services.We did run into an issue where AVS was on but wasn't actually checking anything, which appeared to have been a Tessitura issue, so they fixed that at no cost too.If you do turn on AVS, definitely do some good testing to make sure it's checking for the required information.
Hi folks,
It looks like CBC has picked up the story here in Winnipeg and will be on the news tomorrow. If anyone is comfortable with us mentioning that your organization is also being effected by chargebacks, please reply here or shoot me an email, nlegrand@rwb.org!