A chargeback occurs when a ticket buyer contacts their bank or credit card issuer to dispute a charge (ticket purchase) on their account. The bank or card issuer then initiates a refund directly to the cardholder, bypassing you (the event host) or Humanitix.
Chargebacks are a legal consumer right that may override any refund policy you set for the event. There are many reasons a buyer may initiate a chargeback, but these commonly include:
Unrecognised charge (most common)
A buyer may have forgotten the ticket purchase, does not recognise the statement description, or a family member, friend, or colleague used their card without their knowledge.The event didn't go ahead as expected
The event was cancelled, postponed, was subject to major changes, or the buyer felt it was not advertised appropriately and therefore expected a refund.Refund not received
The buyer requested a refund but received no response, and/or felt they were owed a refund.Duplicate charge
The buyer believes they were erroneously charged more than once for the same purchase.Genuine fraud
A cardholder believes their card details were compromised and used without permission to purchase a ticket.
The following process relates to card, Afterpay, and ZipPay purchases made to events on the Humanitix payment gateway.
If your event is connected to Stripe, Pin, or Airwallex, the chargeback process differs, and you may be contacted by these gateways directly.
How chargebacks work with Humanitix
Humanitix is automatically notified when a new chargeback occurs and immediately begins to investigate and dispute it where appropriate. Chargebacks are a legal consumer right, and Humanitix cannot guarantee the outcome of every dispute.
The buyer disputes the Humanitix purchase
They contact their bank or card issuer and cite a reason for the dispute (e.g. unrecognised charge, fraudulent transaction).
Humanitix is notified of the chargeback by the bank or card issuer
If your event has not been paid out, funds will be withheld to cover the cost of the chargeback (refund) while the dispute is challenged.
Humanitix disputes the chargeback on your behalf
Humanitix investigates the nature of the chargeback, the ticket buyers' purchase details, your event policy and any other relevant information.
Humanitix does not charge for disputing the chargeback.You may be contacted to provide more evidence within a certain timeframe to help dispute the chargeback.
However, if you agree with the buyer's claim, you may also instruct us to accept the chargeback. This means you agree to refund the buyer as claimed, and the dispute will be closed in the buyer's favour.
The ticket buyer's card issuer or bank makes a final decision
They will review all information provided and respond with a decision. This may take up to 120 days.
If they rule in your favour, the order remains valid, and no funds are returned to the buyer.
If they side with the buyer, the sale is invalidated, and funds are returned to the buyer.
If your event has not been paid out: Humanitix will cancel and refund the disputed order and tickets.
If your event has been paid out: Humanitix will invoice you to recoup the funds now refunded to the buyer.
Any decision is final and cannot be appealed.
How to reduce your risk of chargebacks
Chargebacks can be frustrating for any genuine event host. There is no guarantee that a chargeback won't happen or that you will win a dispute, but you can improve your chances by providing as much event information as possible, ensuring clear communication with buyers, having a transparent refund policy, and responding to buyers quickly and honestly, no matter the outcome of their request.
Humanitix wins many chargeback disputes. Most chargebacks (±90%) are genuine errors; a buyer didn't recognise the charge, or their card was used by a family member, friend, or colleague without their knowledge. These are often easily challenged and/or resolved quickly with the ticket buyer.
The win rate increases the more information event hosts can provide.
1. Set a clear refund policy
A transparent refund policy sets expectations before purchase, reducing the chance of buyers contacting their bank instead of coming to you. Make sure it's visible on your event page and covers what circumstances qualify for a refund and by when.
2. Enable self-service refunds
Allowing buyers to cancel and refund their own tickets reduces friction and gives them a direct path to resolve issues, without needing to contact their bank.
3. Check-in attendees at your event
Attendance or check-in history data is one of the strongest pieces of evidence in a dispute. If a buyer claims they didn't attend or didn't receive what they paid for, proof of attendance by showing their check-in status and time of check-in can help demonstrate otherwise.
You can find this information via the manage attendees > attendees report, while managing your event.
4. Communicate any changes early and clearly
If your event is postponed, changed, or cancelled, notify buyers as soon as possible. Frustrated buyers who feel left in the dark are far more likely to go to their bank.
Use the email campaign tool in Humanitix to keep your attendees informed.
Send multiple messages if need be, and use different channels, such as social media, to ensure no one misses any important information.
5. Respond to buyer enquiries quickly
Many chargebacks happen because a buyer couldn't reach the host. Make sure your contact details are accurate and ensure you can be notified of any buyer or attendee enquiries, and aim to respond to refund requests and complaints promptly.
Check your emails regularly. A fast, helpful response can prevent a dispute from escalating to a bank.
You may be well within your rights to reject a refund request if in line with your refund policy, but it's important to respond to all requests regardless of the outcome.
Be sympathetic but firm and clearly explain your refund policy. Look for other opportunities, such as transfers or discounts to upcoming events, to avoid the need for a refund at all!
Chargeback vs. refund: what's the difference?
| Refund | Chargeback |
Initiated by | You (the host) at the buyer's request | The buyer's bank. No approval needed. |
Who's involved | You and the buyer | Buyer, their bank, and Humanitix. |
Does the refund policy apply? | Yes | Not entirely. Chargebacks are a legal consumer right. |
Outcome control | You decide | Bank decides. This is final. |
Resolution time | 2–5 business days | Several weeks to months (up to 120 days) |
Commonly asked questions
Does Humanitix dispute chargebacks on my behalf?
Does Humanitix dispute chargebacks on my behalf?
Yes, Humanitix will dispute chargebacks on your behalf where appropriate and submit transaction data, such as the order confirmation and payment record. You may be contacted by the Humanitix team to provide supplemental evidence, including your refund policy, check-in history, or communications with the buyer. This is done at no extra cost to you.
Can my refund policy protect me from chargebacks?
Can my refund policy protect me from chargebacks?
A clear refund policy is helpful evidence in a dispute, but it cannot prevent a chargeback from being raised. Chargebacks are a legal consumer right that overrides a refund policy, especially in cases like event cancellations, postponements, false advertising, or fraud.
Having a detailed refund policy that covers all scenarios, including how to request a refund, can encourage ticket buyers to communicate with you first, before disputing their ticket purchase with their bank. It may also help you successfully dispute a chargeback in your favour.
What happens if I don't respond to a chargeback?
What happens if I don't respond to a chargeback?
If no evidence is submitted, the bank will almost always rule in the buyer's favour. It's important to respond within the deadline provided when Humanitix notifies you of a dispute.
Can I appeal a lost chargeback?
Can I appeal a lost chargeback?
No. Once the bank has made its decision, it is final for all parties. The best opportunity to protect your revenue is during the evidence submission window.
What evidence is most helpful in a dispute?
What evidence is most helpful in a dispute?
The most useful evidence typically includes:
A copy of your event's refund policy
Order confirmation details of the buyer (name, email, ticket type, purchase date)
Proof of attendance at the event. You can view check-in states and history via the manage attendees > attendees report
Any written communications between you and the buyer
Evidence that the event was delivered as described (e.g. event photos, run sheet)