How does atVenu handle Chargebacks or Payment Disputes?

Credit Card Disputes are an occasional and unfortunate part of accepting Credit Cards, but the good news is that we at atVenu do everything we can to fight these on your behalf. More on this below...

What is a Credit Card Dispute?

A Dispute (or Chargeback) occurs when a Customer asks their bank or credit card company to reverse a Credit Card charge that was collected from them.

A few reasons a Customer might dispute a Credit Card charge:

• Customer believes the charge to be fraudulent
• Customer believes they were double charged for the same item(s)
• Customer does not recognize the Merchant name on their statement
• Customer believes they were overcharged

Once a Dispute has been initiated, the Customer’s bank will reverse the funds. This means that the funds are withdrawn from the Merchant's account, and refunded to the Customer until the dispute is resolved. A Chargeback fee in the amount of $15 per Chargeback is also withdrawn.

Resolution typically takes 3-6 months as the cardholder’s bank investigates information provided by atVenu and the Customer.

If the dispute is resolved in favor of the Merchant, the disputed amount and associated fee is returned to the Merchant's account. If a dispute is resolved in favor of the Customer, the card issuer’s decision is final and the Cardholder’s payment remains refunded.

Chargebacks with atVenu Register

atVenu has your back. If you use atVenu Register for your Credit Card processing, atVenu will work to fight disputes on your behalf using all available transactional data. Below is more information on how the Chargeback process works when using atVenu Register:

1. Customer files Chargeback

Transactional funds + $15 Chargeback fee are withdrawn from your account. If there are available funds in your atVenu account that atVenu has not yet paid out to you, the funds are withdrawn from that balance. If there are not available funds in your atVenu account, the funds are withdrawn directly from the Bank Account saved to your atVenu.com account.

2. atVenu challenges the dispute on your behalf

atVenu fights on your behalf to resolve the dispute in your favor using all available data collected when the transaction was processed.

Some of the data we use to fight the Chargeback includes:

• Names, Quantities and Prices of purchased items
• Show Name, City, and State where items were purchased
• The time of purchase
• Copy of the signature provided

3. Resolution

If the dispute is resolved in your favor, the disputed amount and associated fee is returned to your account. If a dispute is resolved in favor of the Customer, the card issuer’s decision is final and the Cardholder’s payment remains refunded. Again, this typically take 3-6 months.

How is my Merchant Name listed on the Customer's Credit Card Statement?

With atVenu Register, charges are listed on the Customer's Credit Card statement using your atVenu Account Name which helps reduce Chargebacks that might be initiated because the Consumer doesn't recognize the Merchant name.

• atVenu Account Name + Merch

If your account name is longer than 17 characters the account name will be truncated, followed by "Merch."

Additionally, you have the option to change the Credit Card Descriptor on a show by show basis as needed. To change the Credit Card Descriptor when creating or editing a show, click on Details and edit the Credit Card Statement Descriptor field.