A chargeback is a refund on a credit card payment (VISA, Mastercard) by a ticket buyer or a SOFORT payment without financial cover. In both cases, the ticket has already been issued, but not paid for. Stager charges an administration fee to challenge and process this.

A chargeback on a credit card is requested by the ticket buyer. There must always be a reason for this and it is intended as consumer protection against rogue online sellers. The product that Stager delivers is the ticket. It therefore does not happen that a chargeback is justified and Stager will always dispute a chargeback that the ticket buyer requests. This is automatic and you as an organizer do not have to do anything for this. In all cases, a €25 administration fee will be charged.

A chargeback for a SOFORT payment is a different story. SOFORT works in such a way that an account holder always has 48 hours to withdraw a payment. This has to do with the legislation of Germany and Switzerland. In those 48 hours, the ticket has already been issued and sometimes the event may have already taken place. The ticket buyer is still entitled to a refund of the money.

In addition, it is possible that there is not enough money in the ticket buyer's account. Some banks work slower on weekends and holidays and then the balance is not updated until later. So there is always a balance check, but if several payments cross each other, the balance is only updated too late. In that case, it is possible that someone buys a ticket on Saturday and goes to an event on Saturday evening. If this person does not have enough balance, the bank will not find out until Monday and this payment will become a chargeback.

A SOFORT chargeback can never be challenged. Stager does not charge any administration costs for this.

In the event of a chargeback, Stager will notify the organizer immediately. This states what we advise to do (if the event has not yet taken place, block the ticket). If a chargeback is challenged, we will let you know and keep you informed.