Use this link to share with your colleagues:
How to Manage Chargebacks Using Bluefin: https://help.pm.leapevent.tech/a/829751
Bluefin is one of the payment processors available for you to process secure credit card transactions with PatronManager.
You can manage some of your own chargebacks! This article will go over:
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 Bluefin's acquiring bank, Elavon, and they'll 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.
You can only manage Bluefin chargebacks while processing with Bluefin.
If you've switched payment processors, please submit a case in the Client Community and our team will assist you with managing any chargebacks you receive.
1. Go to Setup, search for and select Permission Sets, then find and select Manage Chargebacks
2. Click Manage Assignments
3. Click Add Assignments
4. Select the Users you want to assign this Permission Set to, then click Assign
5. Click Done
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 chargeback, you'll get a notice from Bluefin's acquiring bank, Elavon. The letter looks something like this:
1. Read through the letter from Elavon
- Important case information you'll need to refer to this chargeback in the future. We'll reference this information later in the article, so keep it handy.
- Transaction details and the Dispute Reason, to give you an idea of who the patron is, what transaction they're disputing, and why they're disputing it.
- Explains the reason for the chargeback, plus some details about how you can provide a rebuttal to remedy the chargeback.
- Here, you'll indicate here whether or not you plan to dispute the chargeback. We'll do this later on in the article.
Download this file for documentation straight from Elavon detailing these types of letters.
You can! Just fill out this form and send it to Elavon directly.
2. On your chargeback notice, take note of the Authorization Code
3. Search for the Authorization Code in your PatronManager account using the Global Search bar and click into the Payment Transaction that results
4. 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 or in person sale? If online, the patron would have ordered 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.
5. Take a screenshot of the Order Summary and take more notes, then click Mark as Chargeback
- What contact information did the patron list? We can ask them about this to make sure their confirmation went to the right place.
- Note which performance date the patron selected.
- 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.
No worries! If you've already refunded the charge being disputed, respond to the chargeback dispute with proof of the refund. This should include a screenshot of the refunded Ticket Order and the Payment Transaction (which you took in step 4).
6. Click Continue
7. 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 made the chargeback in error, ask them to send you a statement saying so.
1. Select that option on the letter from Elavon and send back the completed form
Keep a copy of the letter for your records.
2. On the Ticket Order, click Refund as Chargeback
3. Add an email address if you want the patron to receive a confirmation email and click Submit Refund
The Refund Method will be "Chargeback".
4. You're done!
Gather some documentation so that you can make a strong case.
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 Public Ticketing Site (if this was an online order)
- The patron's statement (if they agree they made this chargeback in error)
4. On the letter from Elavon, select the "Please check here if you disagree with the cardholder's claim" option
5. Send the completed form and your rebuttal packet to Elavon
Keep a copy of the letter for your records.
8. What you'll do next depends on if the bank rules in your favor or the patron's favor
Click Cancel Chargeback on the Ticket Order
The order will go back to normal
9. You're all done with this chargeback!
What if I get a chargeback on a Donation?
Good question! You can handle those too, but you'll need to take a few set up steps first.
You'll only need to do these set up steps once. After setting this up, you'll be good to go for future Donation chargebacks!
1. Make sure that you have the ability to manage chargebacks
We cover that here.
2. Go to Setup
3. Go to Object Manager
4. Find and select Donation
5. Go to Page Layouts
6. Go to Donation Layout
7. Use Quick Find to find Manage Chargebacks in Fields
8. Drag and drop the Manage Chargebacks field under Transaction Details
9. Save!
Now that you've set it up, you can mark Donations as chargebacks!
We'll show you how to do this.
1. Read through the letter from Elavon and work with the Payment Transaction in PatronManager
This will be the same as steps 1-4 here, but instead of clicking into the Ticket Order, you'll click into the Donation!
2. Take a screenshot of the Donation details and take more notes
- If you click into the Donor's Contact record, what contact information did the donor list? We can ask them about this to make sure the confirmation went to the right place.
- Note any specifics about the Donation: amount, if there was specific acknowledgment information, the Donation Origin, etc.
- Take a screenshot of the whole Donation page. You'll need this too if you end up disputing the chargeback.
3. Mark that Donation as a Chargeback!
Do you see "Not Available" under Manage Chargebacks? Make sure you have the Permission Set assigned to your user!
No worries! If you've already refunded the charge being disputed, respond to the chargeback dispute with proof of the refund. This should include a screenshot of the refunded Donation and the Payment Transaction (which you took earlier).
4. Click Mark Donation as Chargeback when prompted
5. Contact the donor
Time to call the donor 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 made the chargeback in error, ask them to send you a statement saying so.
5.1. Select that option on the letter from Elavon and send back the completed form
Keep a copy of the letter for your records.
5.2. On the Donation, click Resolve Chargeback
5.3. Click Refund as Chargeback
Gather some documentation so that you can make a strong case.
5.1. Go back to the Donation in question, and print a physical copy of an acknowledgment
You can do this via a mail merge.
5.2. If this was an online Donation, take a screenshot of your Donation Form
Make sure it lists your your correct business name.
5.3. Compile your rebuttal packet.
This includes:
- The screenshot of the Payment Transaction summary we took earlier
- The screenshot of the Donation summary we took earlier
- The physical copy of the acknowledgment
- The screenshot of your Donation Form (if this was an online Donation)
- The patron's statement (if they agree they made this chargeback in error)
5.4. On the letter from Elavon, select the "Please check here if you disagree with the cardholder's claim" option
5.5. Send the completed form and your rebuttal packet to Elavon
Keep a copy of the letter for your records.
6. What you'll do next depends on if the bank rules in your favor or the donor's favor
6.1. Click Resolve Chargeback
6.2. Click Cancel Chargeback
7. You're all done with this chargeback!
I got notified about a chargeback, but didn't get a letter from Elavon!
If you're notified about a chargeback by your bank, but didn't get a letter from Elavon, never fear! You can always pull the chargeback letter from Payments Insider.
1. Log into Payments Insider
Here's a direct link to login: https://www.mypaymentsinsider.com
If you've never logged in, you'll need to register for Payments Insider here. When you register, you'll need your Merchant ID - this will be at the top of any previous statement you've received from Elavon.
If you can't find your Merchant ID, or cannot otherwise log into Payments Insider, ask around with your colleagues - it's possible one of them is your designated account signatory who can log into Payments Insider and create additional users in the system.
If no one at your organization is logging into Payments Insider, PayConex, or SecureTrust submit a support request via the Client Community - we'll need to make sure your organization has an account signatory.
2. Expand Reports
3. Click Chargebacks
4. Click into the Chargeback
If you don't see the chargeback, try adjusting the Received Date filter.
5. In the pop-up, scroll to Merchant Received Docs and click CHARGEBACK MEMO ADVICE
This will bring up a PDF of the letter from Elavon that you can download
