Chargebacks take time and money. You lose the transaction amount, pay a chargeback fee, and have to manage the process yourself. Chargeback Protection removes all of that. Once you enroll, Webconnex Payments covers chargebacks on your protected transactions. You keep the full transaction amount, you don’t pay the chargeback fee, and you don’t have to deal with the dispute.
This article covers what Chargeback Protection includes, what changes on your account once it’s turned on, and how to request it.
Pricing: Chargeback Protection is charged as a percentage of each transaction total. Your rate depends on your TicketSpice plan:
TicketSpice Standard: 1%
TicketSpice Premium: 0.9%
TicketSpice Pro: 0.75%
Note: Chargeback Protection is only available only for customers processing with Webconnex Payments. If you are currently using a third-party payment processor and would like to use this feature, we recommend adding a new Webconnex Payments processor, and switching your pages to this processor. Click here to learn how to add Webconnex Payments to your account.
Chargeback Protection requires an application and approval. If you’re interested in using this feature, contact our support team to get started.
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How Chargeback Protection Works
When you turn on Chargeback Protection, Webconnex Payments covers all of your chargebacks and chargeback fees for eligible transactions.
Warning: Chargeback Protection is meant to cover chargebacks your customers file on their own. If we find that an organization is encouraging people to file chargebacks, we will remove those chargebacks from coverage and they will be charged back to your account
When a covered transaction is charged back, Webconnex Payments pays the chargeback amount for you
You keep the full amount of the original transaction
You are not charged the standard $15 chargeback fee
You don’t need to respond to or manage the chargeback
Note: Chargeback Protection only covers transactions made after the feature is enabled on your account. Transactions made before your enrollment date are not covered.
Chargeback Protection does not cover canceled or rescheduled events, gross misrepresentation, or disputes due to delays in refunds. For duplicate transactions, chargeback fees are covered, but the revenue from the duplicate transaction is not.
What Changes After Chargeback Protection Is Enabled
Once Chargeback Protection is active, a few things work differently on your account. This section covers what to expect in your fees, reports, notifications, and refunds.
Fees
A Chargeback Protection Fee is added to each transaction
Your fee breakdown will show the Webconnex Payments Fee, the Platform Fee, and the Chargeback Protection Fee as separate lines
Reports and Notifications
Covered chargebacks will not appear on your account or in your payout reports
You won’t receive chargeback emails or notifications for covered transactions
Refunds
Transactions that have been charged back can’t be refunded
If you click Refund Transaction on a covered chargeback, you’ll see a message that says: This transaction can’t be refunded, covered by Webconnex Chargeback Protection
Note: Since covered chargebacks are hidden from your account, you won’t see when one occurs. If you try to refund a transaction and see the following message above, that transaction was charged back and already covered by Webconnex Payments: This transaction can’t be refunded, covered by Webconnex Chargeback Protection.
Request Chargeback Protection
Chargeback Protection is not turned on by default and requires an application and approval. To enroll, reach out to our support team and we’ll help you get started on the process.
Pro Tip: Chargeback Protection is set up separately for each individual Webconnex Payments processor. If you use more than one payment processor on your account, let our team know which processors you’d like to enroll.
Contact our support team
Let us know you’d like to enroll in Chargeback Protection
Our team will share what is needed to get started and apply
FAQs
When I enable Chargeback Protection, will my ticket buyers who file a chargeback still be contacted?
When I enable Chargeback Protection, will my ticket buyers who file a chargeback still be contacted?
Yes. The ticket buyer who filed the chargeback will still receive the standard chargeback email. Only your notifications are turned off.
Can I use Chargeback Protection with a payment processor other than Webconnex Payments?
Can I use Chargeback Protection with a payment processor other than Webconnex Payments?
No. Chargeback Protection is only available for transactions processed through Webconnex Payments.