A fraud warning is an early alert from a card network that a cardholder has reported a charge as fraud. It isn't a dispute yet, and no money has moved. You may have a short window to decide what to do before the bank files one.
How you'll find out
TokTix doesn't alert you to fraud warnings yet, and they don't show in the app.
Your two options
- Refund the order. This usually stops a dispute from being filed, and it means no dispute fee. You give up the sale for certain.
- Wait. Not every warning becomes a dispute. If this one doesn't, you keep the sale. If it does, you can contest it or accept it like any other dispute.
How to decide
Refunding costs you the sale for certain. Waiting risks the sale plus the dispute fee, but only if a dispute is filed. Refunding makes the most sense on small orders, where the sale is close to the $15 dispute fee.
A few things can change the call for a specific order:
- The ticket wasn't scanned. You have less to show if it becomes a dispute.
- The event changed. A new venue, date or lineup gives the buyer a stronger case.
- The ticket was scanned. A check-in record is strong evidence, so waiting looks better. See Disputes and chargebacks.
If you refund
Refund the order from the Tickets tab in your event's Analytics, or the Orders tab in your organization. Choose Ticket price to return what the ticket cost, or Full amount to return every dollar the buyer paid. Fees you return come out of your Stripe balance along with the ticket price.
Act before a dispute opens. Once it does, don't refund the order. Your choices are then to contest it or accept it.