All,
We are having issues with third party ticket resellers are purchasing tickets, reselling them, and are scanned in and attend the performance. (Ticket reselling is legal here in Minnesota.) Then after the performance the reseller disputes the charge on their credit card and usually it gets granted as we cannot prove the tickets were used by, or even authorized by, the cardholder. What are other companies' policies for working around this? Any help would be appreciated as we are worried about this increasing in frequency.
We have experienced similar issues, and it's disappointing when the credit card company sides with the customer. I wonder if there is a way to block the credit card and/or IP of the person purchasing. I have been thinking about this method as I know larger companies (GoDaddy for example) are able to block credit cards that dispute a charge... and yes I know from experience hah.... looking forward to seeing if anyone else has experience in this area. (Also, you could cross-post to the Payments and Transaction group)
Hey Jess,
This is a growing problem among many Tessitura organizations. We at Des Moines Performing Arts have seen an explosion in the behavior we mention We are trying to combat them in advance whenever possible. I've created a couple dashboards we use to look for accounts that have hit out ticket limit in one or more purchases for the run of show and another dashboard that looks accounts that have purchased over our limit for the run of a show. Any that purchase over the limit (and the presenter is okay with), our Ticket Office is returning those tickets in advance and emailing them guest (to an email address we know is fake mind you) to let them know we've returned the tickets. We also use digital tickets with Instant Encore right now and have digital tickets as our default delivery method. Guests can't see the barcode until 72 hours before the show so that also helps limit some issues (but not many).
I've added the .DASH files of the dashboards in the thread in the Finance forum that is about chargebacks. It's a recent thread so I'd suggest following that as well.
- Chris