Event Organisers - Disputing chargebacks - COVID19

COVID-19 dispute response guidance

Disputes related to a merchant’s inability to deliver goods or services due to a government order

If you have received a dispute that relates to goods or services that you were unable to provide to your customer due to a government order or prohibition and you would like to contest the dispute, we recommend that you submit the following evidence where possible (consistent with guidance issued by Visa and Mastercard) as additional information (in a single file), along with the standard evidence recommended.

1. A statement that you were unable to deliver the relevant goods or services because of a government order or prohibition.

2. A copy or description of the relevant government order or prohibition.

3. If applicable, a copy or description of any relevant government regulations that permit you to offer your customers a voucher, credit or substitute goods or services instead of a refund.

4. If applicable, a statement that you provided the customer with a voucher, credit or a substitute good or service in accordance with your terms and conditions or applicable government regulations.

5. If applicable, details of the voucher, credit, or substitute good such as an identifier, dates, and a description.

6. If applicable, a statement that you are not required to provide a refund to the customer in accordance with your terms and conditions or applicable government regulations.

7. If applicable, a copy of the relevant sections of your terms and conditions.

8. If applicable, a copy of your checkout flow showing how customers accept your terms and conditions.

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