This article explains the chargeback process when your event has been connected to Humanitix payment gateway, Afterpay or ZipPay. If your event's gateway is Stripe, Pin or Airwallex, the chargeback process is different and determined by the respective gateway provider.
What is a chargeback?
A chargeback (also known as a cardholder dispute) happens when a ticket buyer contacts their bank or credit card provider to dispute a charge, rather than coming to you directly for a refund. The bank enforces a refund directly back to the cardholder — bypassing you as the event host or Humanitix entirely — which results in a chargeback.
It's important to understand that this process happens entirely outside of Humanitix. Chargebacks are a legal consumer right built into the banking system, designed to protect cardholders against fraud, false advertising, and quality issues. These rights are legal guarantees that override any refund policy you set — meaning the bank doesn't need your authority or agreement to initiate one.
💡 The good news: around 90% of the chargebacks we see are genuine mistakes — a cardholder who forgot about the purchase, or a family member or colleague who used the card without their knowledge. These are often called "friendly fraud", and in most cases, we do win disputes on your behalf.
How chargebacks work
When a buyer disputes a charge with their bank, the following happens:
The buyer files a dispute with their bank or card issuer, citing a reason (e.g. unrecognised charge, fraudulent transaction).
The bank initiates the chargeback, and Humanitix is notified. We typically withhold the disputed funds from your event payout while the dispute is under review.
Humanitix disputes the chargeback on your behalf at no extra cost to you. During this step:
You may be asked to provide supplemental evidence to support the case within a certain timeframe. We’ll use any further information that you provide, along with information we pull from your event details, to defend 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 bank makes a final decision.
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. To reconcile this action, Humanitix may cancel and refund the disputed order or invoice you separately.
⚠️ Because chargebacks are a legal consumer right enforced by the banking system, Humanitix cannot guarantee the outcome of any dispute. The bank's decision is final and cannot be appealed by you or Humanitix.
Common reasons buyers raise chargebacks
Chargebacks are often filed for one of the following reasons:
Unrecognised charge ("friendly fraud") – The most common scenario. The buyer doesn't recognise "Humanitix" on their bank statement, forgets they made the purchase, or a family member or colleague used their card. These cases are typically winnable.
Alleged fraud – Someone else used their card to make the purchase without their knowledge.
Event didn't go ahead as expected – The buyer feels the event was cancelled or wasn't as described, and an adequate resolution wasn't offered.
Refund not received – The buyer requested a refund but didn't hear back or felt it wasn't processed.
Duplicate charge – The buyer believes they were charged more than once.
💡 Many chargebacks are avoidable. Clear communication, a transparent refund policy, and prompt responses to buyer queries are the most effective ways to reduce them.
How to reduce your risk of chargebacks
1. Set a clear refund policy
A transparent refund policy sets expectations before purchase, reducing the chance of buyers going to 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. Scan tickets at your event
Ticket scan 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, scan records can help demonstrate otherwise.
4. Communicate any changes early
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 campaigns tool in Humanitix to keep your attendees informed.
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. A fast, helpful response can prevent a dispute from escalating to a bank.
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 — final |
Resolution time | 2–5 business days | Several weeks to months |
Frequently asked questions
Does Humanitix dispute chargebacks on my behalf?
Yes, and we do this at no extra cost to you. When a dispute is filed, Humanitix automatically submits transaction data (such as the order confirmation and payment record) on your behalf. You may also be asked to provide supplemental evidence — for example, your refund policy, ticket scan records, or communications with the buyer. We'll reach out with guidance on what to submit.
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 refund policies — the bank doesn't require your approval to initiate one. That said, having a well-communicated refund policy reduces the likelihood of buyers going to their bank in the first place, as well as improving the chances of winning a dispute.
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?
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?
The most useful evidence typically includes:
A copy of your event's refund policy
Order confirmation details (name, email, ticket type, purchase date)
Ticket scan records showing attendance
Any written communications between you and the buyer
Evidence the event was delivered as described (e.g. event photos, run sheet)