Our organization transitioned to TMS in early August 2023. Since that time, our chargebacks have increased to 5 times what our annual average was pre-TMS in just 3 months. I've done a fair amount of research and digging into this and discovered that we have received over 1,000 fraudulent attempted ticketing purchases from cards issued in India, Thailand, and Malaysia (we are in the US), 50 of which successfully completed purchases and then charged us back after the performance date. There is no functionality that my Chief IT Officer or I have been able to find within TMS/Adyen to limit which countries we are willing to accept credit cards from. We have a ticket in, but I wanted to make others aware of the situation, especially if your org is on TMS and has noticed increased chargebacks without yet digging into why.
I must say that I'm incredibly disappointed in Tessitura for pushing this payment processor so heavily when this has been our experience. Every presentation I have heard about TMS touts how many fewer chargebacks happen through TMS/Adyen, and that is not in any way our experience.
We can absolutely block cards from countries in Merchant Services and I will have our Security team investigate this and reach out.
That's great news Chuck! We put in a ticket to specifically request that on 10/31 and have not been impressed with the response yet. The ticket # for this is: 669654. The ticket # for a separate request specifically to block those countries from TNEW as well which was requested in the original ticket and ignored is: 670278.
This is a CRITICAL issue. Just today so far we've received 6 chargebacks totally almost $2000. Support has not helped.
Hi Chuck, just curious where this stands of being able to block cards from countries in MS? Any update, as with this holiday season, we are seeing an increase of cards from foreign countries initiate chargebacks/fraud, etc
Hi Jessica Bonanno,This is Sara Nemeth, Tessitura Merchant Services Manager, jumping in. We'd be happy to update your risk profile to our more aggressive profile, which includes blocking of specific countries where the incidence of fraudulent transactions is most commonly seen.This more aggressive risk profile is best for members who have a higher risk of chargebacks and a higher tolerance for false positives when it will reduce the rate of chargebacks (i.e., it is more likely to correctly block a fraudulent transaction but it is also more likely to incorrectly block a legitimate transaction). If you'd like to be moved to the more aggressive risk profile, please feel free to submit a support ticket and we'll be happy to make that happen.Thank you,Sara
Hi Sara, thank you for the reply. Can you tell us the list of countries TMS would block that they consider high in fraudulent transactions? The two most recent instances of fraud we have had within the past 2 weeks are credit cards from Canada and Denmark.
Hi Jessica,The list of countries blocked is monitored and maintained by our Security team and isn't publicly available to avoid any chance of it getting out to fraudsters who might then try to get around the rules. However, I can tell you that the countries you mentioned are not blocked. I would definitely recommend putting in a Support ticket so the team can take a look at the specifics of each fraudulent transaction. If appropriate, the team will raise it to our Security team for further investigation and possible modification of the risk profiles based on the specifics of the transaction. In the ticket, please make sure to include the PSP Reference numbers from Essentials (copy and paste is best to avoid a typo if we have to re-type from a screen shot)Thank you,Sara