Organizer guide: How to respond to disputes when using your own payment processor
While Showpass cannot directly handle disputed charges on your behalf if you use your own payment processor, we do provide guidance to help you respond effectively. This support can increase your chances of resolving issues in your favor with the bank and cardholder.
Plan ahead: Protect your revenue
It’s important to proactively plan for potential issues such as fraudulent transactions, lost disputes, or refund-related revenue loss. We strongly recommend maintaining a financial reserve to help absorb the impact of disputes and ensure smooth event operations.
How to respond to a dispute
To improve your chances of winning a dispute, follow these key steps:
- Submit evidence: Provide proof that the ticket buyer attended the event or received the product (e.g., ticket scans, digital confirmations).
- Include communication history: Share relevant messages or emails that demonstrate the buyer’s awareness and satisfaction with the purchase.
- Reference your refund policy: Clearly show that the purchase was subject to a no-refund policy, if applicable.
- Contact the ticket buyer directly: Reaching out may help resolve the dispute amicably and could lead to the buyer withdrawing the chargeback.
Providing strong, organized evidence and maintaining a clear refund policy are your best tools for dispute resolution.
Submit documentation through your processor
If you're using Stripe, you can submit supporting evidence through their dashboard. For more detailed information on how to do this, visit the official Stripe documentation:
https://stripe.com/docs/disputes/responding
Need support? Our team is here to help. Get in touch with us by filling out this contact form.