What is a chargeback?
A chargeback occurs when a registrant disputes a payment they made using a credit or debit or credit card and as a result, the payment is reversed by the financial institution and returned to the registrant.
These disputes can happen if a registrant does not recognize a charge, the account was closed, or they are seeking a refund for another reason.
Where does athleteReg come in?
If a payment is disputed in a forthcoming event that still has a balance on hand, that disputed entry is removed and we’ll inform you of that removal via email. If you’d like, we can contact the registrant on your behalf to let them know about the removal, as well as direct them to your registration page where they can re-register if the dispute was in error.
Entries in these cases are removed by default because the dispute process can take several months to complete and if the dispute was in error, this delay could prevent the registrant from participating in the event. Additionally, banks tend to favor cardholders in disputes and additional fees may be incurred in the defense process.
If the event has already taken place, we will submit a defense including evidence of the event’s refund policy and of the registrant’s participation in the event (if applicable).
How does this affect my event?
If the dispute occurs before the event takes place and the event has a balance on hand, the entry as well as the funds linked to that entry are removed from the event so you may see your event balance go down.
What else should I know?
At athleteReg, our goal is to be as transparent as possible, so we work with the participant and event director to resolve any disputes as quickly as possible. In the event a participant is removed as a result of a dispute, we will work to inform the participant of the state of their entry and let them know how to re-register if necessary.
If you have any questions, please reach out to us here.