FAQ's: Chargebacks and Disputes

Q: What is a disputed charge?

A disputed charge refers to a transaction that is being contested or questioned by the cardholder. The cardholder may believe the transaction is an error, fraud, or unauthorized activity associated with their payment card. Please note that sometimes transactions are disputed in error when a cardholder does not recognize a legitimate transaction. 

Q: What is a chargeback?

A chargeback is a type of dispute where a credit card transaction is reversed and the funds are returned to the cardholder. Chargebacks can be initiated by the cardholder or by the bank and are typically used to resolve issues such as fraud, merchant errors, or goods/services not being delivered as promised.


Q: What does Showpass do to prevent fraudulent behaviour?

We are dedicated to closely monitoring our sales channels for signs of fraudulent activity. These indicators may include:

  • A significant increase in the number of transactions within a short time, with a high total value.
  • Mismatched cardholder names and other identifiers compared to the information provided in Showpass transactions.
  • Transactions involving the rapid and frequent transfer of tickets to other users.
These are some examples, but we remain vigilant in identifying any red flags or suspicious patterns.
To minimize disputes caused by customer error, Showpass uses easily recognizable credit and debit card statement descriptors that appear on customers' bank transactions. This approach helps customers identify their purchases accurately, reducing the occurrence of unnecessary disputes.
Q: What can I do to prevent chargebacks and holdbacks?
Along with our standard security practices, Showpass offers two additional levels of fraud prevention for organizers looking to protect themselves from credit card fraud and holdbacks.
Interested in further upgrading your financial security? Contact a member of our Client Support Team here.
Q: What if a charge is disputed prior to the event?
In such cases, our fraud team promptly contacts the cardholder to determine the legitimacy of the transaction and identify any potential fraudulent behaviour or credit card theft.
If the transaction is proved legitimate by the cardholder:

We advise them to contact their bank and withdraw the dispute. The tickets will remain active, and the responding bank will cancel the chargeback.

The transaction is proved to be fraudulent upon investigation:

Our team will accept the dispute, automatically refund the tickets, and block the fraudulent card user from our platform. The refunded tickets will be returned to inventory for resale. An administrative fee of $15 will be invoiced to the Organizer's account.