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How to Manage Chargebacks Using Leap Merchant Services: https://help.pm.leapevent.tech/a/1885706
With Leap Merchant Services, the PatronManager team handles chargebacks for you!
In this article, we'll cover:
- When a chargeback happens
- What to expect when a chargeback happens
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 us at PatronManager of the chargeback.
What should I expect when a chargeback happens?
When a chargeback happens, you'll receive an email from Leap Merchant Services Risk Management Department at [email protected] with the subject "Chargeback Inquiry" notifying you of the chargeback amount, origin (i.e. Donation or Ticket Order), and patron's name.
The Leap Merchant Services Risk Management Department will mark the Ticket Order or Donation as "Chargeback Pending," in your account, meaning you won't be able to take action on these records until the dispute is settled.
In the email, you'll also be asked to provide information to help win the chargeback on your behalf (i.e. you'll get to keep the money) such as:
- Proof that the ticket buyer attended the event
- Proof that all services were provided as described
- Proof that all tickets were used
- Communication with the patron in question
- Any receipts or transaction details that aren’t immediately available to Leap Merchant Services
You'll also, alternatively, be asked if you'd prefer to accept the chargeback (i.e. you'll lose that revenue) in order to resell the inventory and to let us know if this is what you'd prefer.
What happens next depends on whether you opted to dispute the chargeback or accept it.
If your organization was previously using Bluefin as your payment processor, chargeback notifications used to arrive in the mail and you needed to dispute them on your own. With Leap Merchant Services, our team handles notifying you about chargebacks and fighting them on your behalf.
The Leap Merchant Services Risk Management Department will refund the chargeback for you, and your account will be debited for the amount of the charge plus a $15 fee charged by Stripe.
Our Leap Merchant Services Risk Management Department will dispute the chargeback on your behalf and wait for Stripe and the patron's bank account to reach a conclusion.
You'll get to keep the money made from this Ticket Order or Donation! Our Leap Merchant Services Risk Management Department will update the order or donation to note that the chargeback on it is no longer pending.
The money made from this Ticket Order or Donation will need to be returned to the patron. The Leap Merchant Services Risk Management Department will refund the chargeback for you, and your account will be debited for the amount of the charge plus a $15 fee charged by Stripe.