Dealing with Chargebacks: How Bold Type Tickets Supports You

A chargeback happens when a ticket buyer asks their credit card company or bank to reverse a charge. The bank then steps in to investigate whether the buyer has a compelling case to reverse the charge or if the charge should stand as valid.

Because Bold Type Tickets handles your credit card processing, we are the merchant of record. That means you don't have to navigate the chargeback process alone—our support team handles the heavy lifting and works directly with the banks on your behalf.

The bank's review process can take up to 120 days, though timelines vary by card network and issuing bank. While no ticketing platform can completely prevent chargebacks from being initiated, our team can help you challenge the dispute on your behalf, saving you time in the effort to protect your ticket sale revenue.

Why Do Chargebacks Happen?

An attendee might reach out to their bank for a few common reasons:

They don't recognize the charge on their bank statement.
They feel they didn't get the event experience that was advertised.
They were promised a refund but haven't seen it hit their account yet.

Keep in mind: A bank can still initiate a chargeback even if your event has a strict “No Refunds” policy. This is especially true if an event gets canceled or rescheduled and ticket holders are left without a clear solution.

What Happens When a Dispute is Filed?

When a chargeback is filed, our team reviews the dispute details, the reason code, and the available supporting documentation. Bold Type Tickets manages chargebacks using a combination of automated and manual review.

If additional supporting documentation is needed, we'll reach out to you for information about the event or customer interaction. Because banks impose strict response deadlines, we'll request any needed information from you and allow up to 14 days for a response. If we don't hear back from you within those 14 days, we'll continue processing the dispute using our standard procedures. We'll combine any information you provide with order records and event details from our system to submit the strongest possible evidence to the bank.

Possible Outcomes:

We win the dispute: The bank rules in our favor, no further action is needed, and the ticket sale remains intact.
The bank sides with the buyer: If the bank forces a refund, the order amount is reversed.

If a chargeback is decided against the seller:

If the event hasn't occurred yet: We generally accept the dispute rather than contest it. The buyer's tickets are automatically voided and returned to your active inventory so you can resell them. A refund is initiated and you owe only the dispute fee. Bold Type Tickets covers all other fees.
If the event has already occurred: The refunded ticket amount plus the dispute fee is deducted from your next payout. If you have no upcoming events, we’ll invoice you for the amount.

Proactive Tips to Lower Your Chargeback Risk

You can't completely eliminate chargebacks, but a little communication goes a long way. Here is how you can keep your dispute rates low:

1. Set Clear Expectations

Surprises and lack of quick, clear communication = chargebacks.

Keep your event listings detailed, accurate, and up to date.
Clearly state your refund policy right on your event page.
If event details change (like a venue swap or time change), email your ticket holders immediately to let them know their options. See help article: How do I email my ticket buyers?
Issue refunds through the Bold Type Tickets platform so a clear transaction record is available if a dispute occurs. See help article: How do I refund my customers?. Our support team is here to assist you should you need help with this process.

2. Timely Responses

Prompt communication can reduce the likelihood of chargebacks. We highly recommend responding to customer refund requests within two business days.

Some event organizers mitigate chargebacks by extending:

A credit or discount code for a future event.
A free transfer to a different event date.

Tip: If an attendee agrees to an alternative solution, keep a quick written record of it (like an email thread). If they turn around and file a chargeback anyway, that documentation can be valuable evidence if a dispute is filed.

3. Keep an Eye on Your Inbox

We send all critical updates—including customer inquiries and urgent notes from our dispute team—to the main email address associated with your Bold Type Tickets account. Make sure it's an inbox you check regularly so we can act fast when time-sensitive issues pop up.

Questions about a specific dispute or your refund policy? Drop us a line at support@boldtypetickets.com.

Don’t have an event refund policy on file with us? Fill out our Policy Intake Form. Sharing your specific refund rules and event details helps our support team respond accurately when attendees have questions or requests.