What changed
An order with a chargeback used to show as "Disputed" in the Orders report instead of its real status. Now it always shows its actual status — Paid, Closed, etc. — disputed or not.
Why
Order status can only hold one value at a time. That broke down once chargebacks got involved: a single status couldn't show more than one chargeback on the same order, and it hid the order's real status for as long as a dispute stayed open. Tracking chargebacks separately from order status fixes both.
Where to find chargeback information
- Chargebacks Report — Download a complete record of disputes in CSV or XLS format, including each dispute’s creation date, status, amount, and fee. Available at the event- and account-level Reports page.
- Payout Settlement Report — See how chargebacks affected your payouts alongside ticket sales, refunds, and withdrawals. Available at the account-level Reports page in PDF or CSV format.
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Balances page — View dispute details in an on-screen table, with five disputes displayed per page. Details include each dispute’s creation date, status, amount, and fee. Available on the account Dashboard.
What happens to an order with a chargeback
- It keeps moving through its normal lifecycle and still closes and pays out on schedule. A separate chargeback reserve is created at the time of settlement to hold back disputed funds.
- Won — the reserve is reversed, and the fan’s tickets become usable again.
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Lost — the fan’s tickets are cancelled, reflected in the order's status, and the chargeback reserve is made permanent.
What stays the same
- Actions that can’t be used during an open chargeback, such as refunds, remain restricted.
- Tickets with an open chargeback still can’t be checked in using the BoxOffice app.
More information on chargebacks