Organizer guide: How Showpass handles disputes on your behalf
Please note: Showpass will respond to disputes only when the organizer is using Showpass’s payment processor. If your organization is using your own processor (e.g., Stripe), you are responsible for managing and responding to disputes directly. Learn how to respond to disputes in Stripe.
What happens when a dispute is initiated?
- The event organizer will receive an email notification that a dispute has been initiated.
- No action is required at this time, as Showpass will attempt to resolve the issue directly with the ticket buyer.
- In many cases, we’re able to confirm the charge was legitimate and have the buyer withdraw the dispute with their bank.
What if the dispute escalates?
If the dispute cannot be resolved directly with the ticket buyer, Showpass will formally challenge the chargeback by submitting supporting evidence to the bank. This includes:
- Ticket scan data from the event
- The event’s No-Refund Policy
- Proof that the cardholder’s name matches the ticket
- Past invoices linked to the buyer’s account
- Relevant communication history with the ticket buyer
How organizers can help
If you, as the organizer, have additional documentation or communication that supports the transaction’s legitimacy, we encourage you to submit it. Your evidence will strengthen our dispute response and increase the chance of a favourable outcome.
Need support? Our team is here to help. Get in touch with us by filling out this contact form.