Use this link to share with your colleagues:
How to Manage Chargebacks Using Stripe: https://help.pm.leapevent.tech/a/1267914
This article is specifically for folks using Stripe on its own as their payment processor in PatronManager. Check out this article if Bluefin is your payment processor.
If Leap Merchant Services is your payment processor, our team handles chargebacks for you.
If you're not sure, click here to find out which payment processor you're using.
When does a chargeback happen?
A chargeback happens when someone disputes a credit card charge with their credit card company. If one of your patrons thinks they were charged in error (for example, overcharged for a ticket sale), they'll contact their credit card company. Their credit card company will notify Stripe, and Stripe will inform you of the chargeback.
Who can manage chargebacks?
We recommend just one person at your organization handle chargebacks as necessary. If you're not the Chargeback Administrator, double-check with your colleagues to make sure you know who is.
When you need to change the Chargeback Administrator, the new Administrator will need a special permission.
1. Go to Setup, search for and select Permission Sets, then find and select Manage Chargebacks
2. Click Manage Assignments
3. Select the user who will be the new Chargeback Administrator, then click Assign
You're done!
The new Chargeback Administrator will see a Mark as Chargeback button whenever they view a completed ticket order.
How do I deal with a chargeback?
If a patron files a dispute, you'll get an automated notification email from Stripe, and you'll see the dispute in your Stripe dashboard:
Follow the steps below to deal with the chargeback from start to finish, from contacting your patron to keeping your financial reports straight and your Stripe account in good standing.
1. Open the dispute in your Stripe Dashboard
You'll find the transaction ID here: copy it into your clipboard to help you locate the transaction in PatronManager.
For more information on locating disputes in Stripe, visit this Stripe article.
2. Find the Ticket Order in PatronManager
Search for the Transaction ID in your PatronManager account using the Global Search bar, and click into the Payment Transaction that results
3. Take a screenshot of the Payment Transaction summary, note some key pieces of information, then click into the Ticket Order
This page has some information you can use to try to figure out why the patron thinks this charge is in error:
1. When was the transaction placed?
2. Was this an online, phone or in person sale? If online, the patron would have ordered their own tickets and provided their contact information. They also would've received a confirmation email.
3. Take a screenshot of the whole page. This screenshot will come in handy if you need to dispute the chargeback. When you're ready, click the link to the Ticket Order.
4. Take a screenshot of the Order Summary and take more notes, then click Mark as Chargeback
1. What contact information did the patron list? We can ask them about this to make sure their confirmation went to the right place.
2. Note which performance date the patron selected.
3. Take a screenshot of the whole page. You'll need this screenshot too if you end up disputing the chargeback. When you're ready, click Mark as Chargeback.
If you do not see the "Mark as Chargeback" button on the Ticket Order, it means you do not have the special permission required to manage chargebacks.
5. Click Continue
6. Contact the patron
Time to call the patron and figure out what's going on. Share the information you've collected and try to clear up why they think the charge is incorrect.
If the patron realizes they've disputed the charge in error, ask them to send you a statement saying so (you'll need this documented), and ask them to contact their card issuer to withdraw their dispute. Then click "If you disagree with the chargeback" below to complete the process.
1. On the Ticket Order, click Refund as Chargeback
2. Add an email address if you want the patron to receive a confirmation email and click Submit Refund
The Refund Method will be "Chargeback".
3. Accept the dispute in Stripe
Stripe notes that it's important to mark the dispute as accepted, if you don't intend to respond via their platform. For more information, check out this Stripe article.
First you'll gather documentation to make a strong case, then you'll respond via Stripe.
1. Go back to the Ticket Order in question, and print a physical copy of the sales receipt
This article shows you how.
2. If this was an online order, take a screenshot of your patron-facing ticketing site
Make sure it lists your your correct business name.
3. Compile your rebuttal packet.
This includes:
- The screenshot of the Payment Transaction summary we took earlier
- The screenshot of the Order Summary we took earlier
- The physical copy of your sales receipt
- The screenshot of your patron-facing ticketing site (if this was an online order)
- The patron's statement (if they agree they made this chargeback in error)
4. Respond to the dispute from your Stripe Dashboard
For more information, see this article from Stripe.
5. What you'll do next depends on whether the card issuer rules in your favor or the patron's.
You'll see the result in your Stripe Dashboard. From Stripe's documentation:
"Once you’ve submitted a response, the dispute’s status is changed to under_review. If a dispute is found in your favor, this changes to won. If the card issuer upholds the cardholder’s dispute, the status changes to lost. Once a dispute is closed, we send you an email with information about the outcome."
Click "Cancel Chargeback" on the Ticket Order
The order will go back to normal!
You're all done with this chargeback!
What if I get a chargeback on a Donation?
The process outlined above is for handling Ticket Order chargebacks. If you get a chargeback on a donation, submit a case in the Client Community.
I have more questions about chargebacks and Stripe!
Visit https://stripe.com/docs/disputes to read through the entire process of finding and responding to disputes in Stripe.