What happens when a ticket is marked as disputed?
What's a disputed ticket?
A disputed ticket occurs when a buyer reports to his/her bank that a transaction was not authorized, a product was not received, a requested refund was not received, etc.
Most times, a buyer will simply not recognize the purchase on their credit card statement. This is preventable, as Splash allows you to customize your credit card descriptor.
One of my event's tickets was disputed. What happens next?
While Splash does not currently contact you (the event owner) when a dispute occurs, we do handle all disputes (also called "chargebacks") by reaching out to the guest on your behalf.
When a dispute is submitted, the ticket funds are immediately refunded to the purchaser's bank. A fee is also issued each time a transaction is disputed. Transactions can be typically be disputed two (2) times by the purchaser. Event owners are responsible for all fees incurred by disputes.
We then submit purchasing evidence through our payment processor and contact the attendee directly in an attempt to reverse the dispute. The ticket is also automatically marked as disputed in your event page as well as in our system. You can view disputes by filtering "Refunded" ticket orders in your RSVPs tab; these orders will be highlighted in green.
Check out our FAQ for the steps to view refunded tickets.
How does a dispute get resolved?
The timeline for reaching a resolution is dependent upon the bank — meaning, which bank is handling the dispute.
Once the bank receives the information, then a decision is made as to whether the dispute is "won" (funds returned to Splash) or "lost" (funds remain sent back to the attendee).
If the dispute is won, the funds are returned to your payout, net of any related chargeback fees, and the tickets are reinstated.
If the dispute is lost, the funds and all related fees and expenses are the responsibility of the event owner.
My guest disputed the charge in error. Now what?
- Option #1 - You as the organizer, in good faith, can let the guest into the event. On the Splash end, we would hope that the dispute does officially get reversed, and we will send you back the funds at a later date.
- Option #2 - You as the organizer can advise the guest to repurchase tickets and simultaneously reverse the dispute with the bank. Once the funds have been reversed, we can help you refund the initial purchase.