Hello everyone,
We have been noticing a significant increase in chargebacks. We've noticed that many are buying the tickets, doing a chargeback, and then selling the tickets. We've noticed that some of the cards being used are actually fraudulent cards. We've heard that this may be happening across the country and I wanted to see who else may be noticing this increase and what you all are doing to combat this problem. Do you have any custom reports you use to find potential broker accounts and then what are you doing with those accounts?
Any and all info would be great.
- Chris
Hi Christopher,
We have also been experiencing a waive of chargebacks. They are all filed under as fraudulent charges, even when the tickets have been attended. I spoke to our credit card processing company and they suggested adding a required field for the card's zip code, as banks consider the zip code to be additional authorization. I do not know if this will decrease the amount of chargebacks, but it is supposed to make fighting them easier. Does your purchase path require a card zip code? Additionally, how have you been handling these in the interim?
Best,
Luke
Hi I'm Rosalind from Delaware,
I'm new to all of this and yes, I've been getting a large amount of chargebacks. I truly need help. Luke what do you mean when you state adding a required field for the card's zip code. The patrons buy from our website and they have to complete a profile (zip code included) and the interesting thing is they are selecting mobile tickets. I just placed a ticket with Tessitura hoping to get some help.
Hey Luke,
My apologies for a very tardy response. We do require a guest to enter a full mailing address for online purchases. We also have AVS and hosted payments on for all web purchases. Unfortunately, that doesn't seem to matter. We have lost many chargebacks that passed AVS to only be told the mailing address on the account doesn't match what is on the guests bank account. We've also lost because the emails don't match (which is a terrible thing to have to match to since a guest can change their email address at any time on their bank account. Sadly what we do is all very manual to manage this issue and it's only getting worse.
Chris
Hey Rosalind,
I think what Luke was referencing is exactly what you say, requiring a guest to create a full account for web purchases. We do that as well. Sadly, that doesn't seem to matter as we've lost numerous chargeback disputes because the mailing address the guest used for the purchase doesn't match the address on the bank account (even though the transaction passed AVS). We have both AVS and hosted payments on for all web purchases. Currently we use WorldPay but will be starting our transition to Merchant Services in the coming weeks. Keeping our fingers crossed that that will help mitigate some of these bad actors.
Feel free to reach out any time. My email is christopherc@dmpa.org. I'm happy to try to help you figure out some solutions. Sadly, everything we are trying is very manual right now to combat this issue.
We are using Merchant Services (WorldPay). Unless I'm confused, they are one in the same.
If you're using Tessitura Merchant Services you're using Adyen not WorldPay.
Knowledge is power, thank you! My dispute notices say Merchant Services but I sign into WorldPay to answer the disputes.