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.
Thank you so much for sharing this. Our organization is in the US, and we are using TMS and the chargebacks have really increased as well. These purchases are from cards issued in the US such as Kansas City, Illinois, South Carolina, and Colorado. Yes, they have completed services and then charged us back after the performance dates as well. Please advise who do I place a ticket with.
Something need to be done about this. This spells FRAUD all the way. Why and how can we stop this from happening? Is there any way out of state purchases can be phone call orders only? At least we can monitor these purchases and let them know they have to pick up the tickets in person, knowing if I purchase from Colorado, I'm not coming to pick up tickets.
A support ticket have been placed #685361
I NEED HELP in DELAWARE!
We noticed an explosion of chargebacks and fraud alerts in the past two weeks or so as well. We just asked Tessitura to raise our risk profile, so I'm hoping that helps (it took a while to get responses on this "not technically a system down, but absolutely critical" issue. We're also running various reports to scan for odd numbers of tickets to a night, multiple orders right after the other, new accounts created with strange email addresses, etc. It's weird that it all seems to have happened after we switched to TMS this season - we changed no other business practices
Hi Kathleen,
It took more than three weeks for me to get a proper response from Tessitura, because this issue was also not considered critical enough in our case.We're on TNEW and Windcave, and have also had a very dramatic uptick in disputes and fraudulent charges. The only thing we changed was enable a "lax" AVS where either the address or postal (aka zip) code must match to what's on the credit card's billing address. Other that, we haven't changed any other risk rules, because it seems that these buyers are buying one or two tickets in an order. Some are actual third-party sellers (which are legal here) but otherwise the disputes just keep coming in. And all of their email addresses are also abunchofrandomletters @ outlook.com