In case there is a chargeback/dispute issued from your buyer's bank, this will hold the payout amount for the disputed order, similar to internal claims. You will receive an email notification, which requests a response from you.
Ticombo always provides all the information available to defend your position (if the order was fulfilled correctly).
Different dispute reasons have different deadlines for responding to them (usually varying between 20-40 days, this is why we would need your timely cooperation!
Here are the possible Dispute Reasons and the required proof along with them.
Product not received (most common):
You need to demonstrate that the product was in fact delivered or isn’t expected to have been delivered yet (for example, the agreed-upon delivery date is still in the future)
Proof of Delivery - depending on the type of ticket
E-ticket - Screenshot of the email/chat message sent to the buyer containing the PDF files, including the actual PDF files. (If uploaded on Ticombo directly - email confirmation of delivery).
M-ticket- Screenshot(s) of the mobile app, where the receiver's email, date & time of transfer, and the ticket details are visible.
Paper ticket - Shipment Tracking Details + photo of the Tickets. In case of personal pick-up - Photo of document confirming receipt signed by the buyer + Buyer ID + Tickets.
Communication with the buyer.
If not existent - confirm this to support
If any - a written confirmation from the buyer, where it is visible that they received the tickets or, even better, entered the event.
Product unacceptable (common)
You need to demonstrate one or more of the following:
That the product was accurately represented prior to the purchase (Listing View)
That the product wasn’t damaged or defective
Required Evidence: Same as 1. Proof of Delivery and 2. Communication with the buyer.
2. Important within Communication with the buyer! In case there was a discrepancy between the received product and its initial advertisement but this was communicated (potentially solved) beforehand with the buyer, it is important to underline that there was a certain arrangement established. (E.g. Agreed replacement of the tickets; Accepted different tickets and a partial refund offered; Refusal from the buyer's side to accept the tickets as advertised, after wrongly delivered different tickets).
3. Proof that the tickets are valid - Booking confirmation from the original source.
Duplicate
The customer claims they were charged multiple times for the same product or service.
Usually, this dispute appears when the buyer mistakenly makes two orders from the same listing within a short interval, not realizing that the first transaction was successful. This can be solved immediately (prior to the chargeback initiation), by canceling the second order upon mutual agreement and delivering only the desired tickets.
However, if this issue was missed, and the dispute is opened after the delivery was successful/ after the event, we need to show that each payment was for a separate product.
Required Evidence: Same as 1. Proof of Delivery (for each order) and 2. Communication with the buyer.
General
This is an uncategorized dispute, so we would contact the buyer for additional details to find out why they disputed the payment. This is fairly rare for card disputes.
Required Evidence: Same as 1. Proof of Delivery (for each order) and 2. Communication with the buyer.
Credit not processed
Here, the customer claims they’re entitled to a full or partial refund because they returned the purchased product or didn’t fully use it, or the transaction was otherwise canceled or not fully fulfilled, but Ticombo has not yet provided a refund or credit.
This dispute could appear even after a partial refund has already been issued or there was an arrangement, which did not reach Ticombo in good time to be able to initiate a refund as agreed between the parties.
Required Evidence: Same as 1. Proof of Delivery (if any) and 2. Communication with the buyer (paramount in this case).
In all cases: If you communicated with the buyer prior to the dispute, or if later conversations shed light on the facts of the case, submit this with your evidence. This could look like:
A screenshot of a text conversation
A PDF of an email exchange
A PDF of your written account of a phone conversation, including dates of contact
As soon as management reviews the provided evidence (uploaded on the platform as a Dispute Response), and it is established that the sale was fulfilled in accordance with Ticombo's terms, we will be able to settle the dispute in your favor, so that the balance is released to you and you can request your payout as usual.