What should you do when you receive a Chargebacks

Last updated: May 9, 2026

If you receive a chargeback notification from your merchant provider for a payment processed through Venue Sumo, either in-store or online, it is your responsibility to review and respond accordingly. If you believe the chargeback is invalid, you must provide the necessary evidence to dispute it.

This article outlines the steps to effectively manage chargebacks, including gathering documentation, submitting a response and following up on the dispute process.


  1. Review the Chargeback Notice – Check the details provided by the payment processor, including the reason for the chargeback and any supporting documentation from the customer.


  2. Gather Evidence – Collect all relevant transaction details, including receipts, invoices, booking confirmations, customer communications, and any proof of service or product delivery. In Venue Sumo Backoffice use the following:
    1. Daily Banking Reports - to find the transaction and see which Order/Booking this relates to.
    2. Order/Booking Detail pages - to supply the details of the name, email and phone number of the person who bought the tickets. Highlight if the ticket was 'Checked-in' at the venue or not. Download the receipt, invoice and email communications with the customer.

    3. Signed Waiver - if you use waivers, find the signed waiver by the ticket holder.


  3. Contact the Customer (If Appropriate) – In some cases, calling the customer directly to resolve the issue may lead to a withdrawal of the chargeback. They may have forgotten they have visited your venue especially if your business entity name is different to your store branding.


  4. Provide a Clear Explanation – When disputing the chargeback, include a well-structured response explaining why the charge was valid and attach supporting documents. You will need to explain what the elements of the supporting documents mean to the payment processor as they will most likely not be familiar with Venue Sumo or how family entertainment centers work.


  5. Respond Promptly – Chargebacks have strict deadlines. Submit your response to your payment processor before the deadline with as much evidence as possible.


  6. Monitor the Dispute Status – Track the progress of your dispute through the payment processor. If the dispute is resolved in your favor, the funds will be returned; if not, consider further action based on the reason for the chargeback.