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.
Adding to this...
We are currently on WorldPay (starting our transition to TMS in the coming weeks). See this discussion thread gives me great concern for this cutover. We are currently already experiencing unprecedented chargebacks with WorldPay. We are almost to where we were at the end of last fiscal year with the amount of chargebacks we have had. We use AVS and have hosted payments active with WorldPay and we still lose almost every chargeback dispute (usually because either the mailing address we have didn't match the address on the card account (which makes us wonder what is the point of AVS if it isn't going to block transactions) or because the email address we have on the account doesn't match the email address on the card account which I don't think we can even AVS to and seems like a terrible thing to AVS to since an email address can be changed at any time on the card account).
This growing issues is costing us literal thousands of dollars a month right now. We need Tessitura to assist us in figuring out a way to combat this. It's clear this is a membership wide problem and I hope that Tessitura will focus more resources on helping us find a way to battle this problem.
Thanks Chuck and Team for listening to our concerns. We do appreciate it.
Chris