Typically when this occurs, the person will dispute the charge with his or her credit card company and you will receive a chargeback. With a chargeback, the money from that ticket charge is removed from payout, just as with a refund. Find out more about how Splash handles chargebacks on your behalf.
For these reasons, it’s extremely important that you choose a purchase description that makes the nature of the charge very clear. We recommend you choose your event name - or an abbreviated version - as the purchase description. See how to change your purchase descriptor in this video.