An audience member may initiate a credit card dispute (also known as a “chargeback”) if they believe a charge on their card from your organization is fraudulent or a duplicate. They may also dispute if they are unsatisfied with their experience for any reason and have not been able to resolve the concern through direct contact with your organization or Eventive audience support (for streaming content.)

Eventive will first contact both you and the customer via email to encourage a direct resolution. The goal is for you to convince the customer to withdraw the dispute, thereby avoiding Stripe's dispute fees and saving you time.

Disputes do not show up in the Eventive dashboard due to the nature of the connected account. Eventive will leave a note in the order section to indicate a disputed charge:

When a dispute is initiated, the disputed funds are automatically withdrawn from Eventive’s Stripe balance and returned to the customer. Thus refunds cannot be issued by your organization or the Eventive team from the Eventive dashboard since the funds are no longer available in the account. However, if the customer does withdraw their dispute by contacting the credit card company and providing proof, the dispute normally resolves in your favor and the funds are returned to you. (And you can then issue a refund directly from the dashboard if desired.)

If you are unable to reach the customer or get the dispute withdrawn, Eventive will prompt you to either accept the dispute or formally counter (or 'challenge') it.

If you accept the dispute, the customer will retain their funds and you will be billed for the base dispute fee.

For all accepted or lost disputes, Eventive will automatically reverse the funds transfer to your connected bank account or Stripe balance for the original transaction, and add a note to the order indicating that the payment has been reversed and returned to the customer.

If you choose to challenge the dispute, Eventive will manage the process on your behalf, typically submitting "All Sales Are Final" as the standard evidence to Stripe. The ultimate decision rests with the audience member's credit card company.

Outcome if you lose the challenge: If the credit card company rules in the customer's favor, you will be invoiced for the associated fees* and the funds for the original order will be reversed out of your connected Stripe account. Please note that credit card companies do not provide reasons for their decisions and typically side on the behalf of their customers.

Vague or unrecognized statement descriptors are a common reason why people dispute credit card charges. By default, your organization name is shown as the statement descriptor on customer credit card statements, but you can change it per event bucket in the Misc tab of the Configurator.

It's a great idea to create a custom statement descriptor if your organization hosts multiple events on Eventive or your organization name isn't something your audience will recognize.

For example, if your organization name is Super Cool Society LLC, we would suggest changing your statement descriptor to reflect the clearly-titled name of your event bucket, such as The Best Festival 2026.

Use pass sales pages, checkout modals, and custom confirmation text to clearly display your organization’s refund policy.

Add custom text to confirmation emails and checkout modal in Settings > Configurator > Misc tab:

Just message the team using the dashboard chat feature and share your contact information and refund policy! We will ensure your data is up to date.