An audience member may submit a credit card dispute if they suspect a fraudulent or duplicate charge on their card for a purchase made on Eventive.
All disputes are fed into Eventive’s Stripe dashboard because we have access to very precise streaming data and templates for evidence.
Depending on the type of transaction being disputed, Eventive will inform you of the dispute should you choose to contact the audience member to resolve the issue.
For instance, if there is a dispute on a physical event ticket or item bucket transaction, Eventive would need additional information from you, the organizer, as all we are able to see is the transaction data and not much about your physical event policies. If there is a dispute on a virtual ticket transaction, we have plenty of resources available to check the validity of the dispute since virtual screenings take place on our platform.
Eventive will submit standard All Sales Are Final evidence to Stripe and the dispute is then handled by the audience member’s credit card company. If the credit card company rules in the customer’s favor, you will be charged for the cost of that dispute and see a "Reverse disputed charge" line item on your invoice with the customer’s email address in parenthesis. Please note that credit card companies do not disclose why they rule in a particular way. Further, funds are held in escrow by Stripe and cannot be refunded until the dispute is either withdrawn by the customer or the card company issues their decision on the dispute.
Tips to Avoid Credit Card Disputes
Create a Custom Statement Descriptor
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 Awesome Events LLC, we would suggest changing your statement descriptor to reflect the clearly-titled name of your event bucket, such as Awesome Film Fest 2021.
