❓ Chargeback & Dispute FAQs

🔎 1. What is a chargeback and why does it happen?

A chargeback (also known as a dispute) occurs when a buyer requests their bank to reverse a charge, challenging the transaction. This can happen for several reasons, including:

• The customer doesn’t recognize the charge on their statement.
• The customer claims they never received the service or that the event was canceled.
• The customer believes they were incorrectly charged or scammed.

📌 Important:
Chargebacks are a part of the payment ecosystem and can affect any business, regardless of size or industry. Banks automatically initiate chargebacks when a customer files a claim.

📩 2. What happens when you receive a chargeback on Fourvenues?

🔹 Fourvenues handles the dispute on your behalf. We prepare the necessary documentation and submit it to the buyer’s bank to justify the charge.
🔹 At the end of each month, we send you a summary of all chargebacks received, along with their current status and any actions taken.
🔹 We temporarily hold the disputed amount in your wallet until the chargeback is resolved.
🔹 If the chargeback is won, the held amount will be released back to your wallet.
🔹 If the chargeback is lost, the disputed amount will be permanently deducted from your wallet.

📌 KEY FACT:
Banks have the final say on chargeback resolutions, but Fourvenues works hard to maximize the chances of success.

🛡️ 3. How does Fourvenues defend chargebacks?

We submit the best possible defense to the bank, providing evidence that the transaction was legitimate. This includes:

📍 Purchase details (customer name, amount, date).
📍 Event check-in records (guest lists, ticket logs).
📍 Terms and conditions accepted during purchase.
📍 Any communication with the buyer, if available.

👉 If we need additional information to strengthen the defense, we will contact you.

💰 4. How much does a chargeback cost?

Each chargeback incurs a fixed administrative fee of €25, which is deducted from your wallet when the dispute is opened. This fee applies regardless of whether the dispute is won or lost.

✋ Important: This fee is set by the payment provider and is not controlled by Fourvenues.

⏳ 5. How long does it take to resolve a chargeback?

Chargeback resolution times vary between 30 and 90 days, depending on the buyer’s bank.

📌 During this time, we will keep you updated on any relevant developments.

📊 6. How will I receive updates about my chargebacks?

📩 At the end of each month, you’ll receive a summary of all disputes in your account, along with their status and wallet adjustments.

The report will include:

You will receive this email from legal.risk@fourvenues.com.

🛑 7. How can I reduce the risk of chargebacks?

While chargebacks cannot be entirely avoided, you can reduce their frequency by:

✔️ Making sure your terms and conditions are clear and accessible during the purchase process.
✔️ Providing detailed information about your event or service before purchase.
✔️ Responding quickly to customer inquiries and complaints to prevent disputes.

If you need more information, feel free to contact us at legal.risk@fourvenues.com.

8. Why am I receiving disputes for events that happened months ago?

It is possible that a dispute received in January or February corresponds to a sale made in October, November, or earlier months. This is completely normal, as cardholders can dispute a payment up to 120 days after the transaction date in most cases, depending on the issuing bank’s policy and the reason for the dispute.

This timeframe allows customers to challenge charges they do not recognize or disagree with, which can result in disputes being filed long after the event has taken place. At Fourvenues, we handle and defend these disputes in the same way, regardless of when the purchase was made.

If you have any questions or need further information, feel free to contact us at legal.risk@fourvenues.com.