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.
This is a CRITICAL issue. Just today so far we've received 6 chargebacks totally almost $2000. Support has not helped.