Hi everyone - we had a couple of chargebacks recently due to likely card fraud and it got me thinking about how to better defend ourselves. There were a couple of red flags we should have caught in retrospect (out-of-state buyer, higher volume of tickets), so I'm kicking myself a bit.
I am mulling the idea of working with our box office to institute a standard playbook for out-of-state orders that raise any suspicions (based on crossing a threshold of number of tickets, order amount, etc.). My thought would be to institute a new policy of trying to contact the named constituent in Tessitura via any contact info they provide when checking out. If we can contact them via phone or email, we try to get some sort of digital paper trail with them confirming their purchase within 24 hours (maybe a PDF for e-signature, in an ideal world), and refund the order if it can't be verified. And if it does look like fraud (the patron is unreachable, or the email/phone provided go to someone else entirely), we reject the order immediately. In the event an order is verified but gets charged back anyway, we would have a lot more to supply in terms of defense to try to beat the dispute.
A lot of this is predicated on the fact that we don't have too many orders like this, so it'd be a semi-manageable volume - I know not every venue would be able to. Out of curiosity, does anyone else have a go-to process, or boilerplate language or policies around verifying orders after the initial purchase? Just curious what the landscape is like. Thanks!