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.
I also wanted to post here two dashboard .DASH files we use to try to combat brokers. We have two different ones but they are both based of this one. I have the dates looking forward 365 days and backward 7 days (to cover a run of a Broadway show). There is also an in-widget filter you can adjust to look for a specific amount of seats. This one is only looking for accounts with a total of 8 seats (either in one purchase or multiple purchases that equal 8 tickets. You can adjust that to look for an amount equal to or greater than that amount as well (which is the other dashboard). Remember to adjust data source to your instance of Seat and Tickets. You may have to adjust your price type category filter as well. Hopefully these help you all out. They have helped us out but as you can see it is a very manual process to then figure out what to do with these potential brokers. If you have any questions about the dashboards, don't hesitate to email me at christopherc@dmpa.org. I'm happy to help out if I can. PotentialBrokers-9andabove.dashPotentialBrokers-8ticketsonly.dash