It is important to understand that “Total Refunds” includes both refunds and chargebacks. Refunds go directly through you (the event organizer), and you have full control of issuing (or not issuing) those refunds, at your discretion.
Chargebacks, on the other hand, are outside of your control. In the case of a chargeback, a guest sees a ticket charge on their billing statement and go directly to his or her credit card company, disputing the charge. In this case, the money is automatically removed from our system and therefore deducted from your Total Payout. We know, it stinks. Believe us, it stinks for us too!