What Is a Chargeback?

A chargeback occurs when a customer disputes a payment directly with their bank instead of contacting the venue.

• It is not a refund
• It is handled by the bank and card schemes
• Funds are typically removed automatically

Please note the following: 

• Chargebacks do not remove past revenue — they reduce future payouts. 
• The bank makes the final decision on chargeback outcomes, not Trackman.

Where to find Chargebacks?

1. Navigate to Booking and Payments within the Trackman Portal
2. Navigate to Settings in the menu to the right
3. Click "Payment"
4. Scroll all the way down and click “View Chargebacks & Disputes”

Chargeback Process

1. A customer makes a payment.
2. The customer raises a dispute with their bank (this can happen up to ~120 days later).
3. The bank initiates the chargeback.
4. Adyen is notified.
5. Funds are removed from the venue.
6. The venue can submit evidence to challenge the dispute.
7. The bank makes the final decision.

If the dispute is resolved in favor of the venue, the funds are returned via Adyen and will appear in the venue’s ledger.

There is no fixed timeline for when a chargeback will occur or be resolved, as this varies by bank. Therefore, exact timing cannot be provided.

Why Payouts May Appear Incorrect

Payouts are processed daily (on the next working day at approximately 2:00 AM UTC). However, payouts are not the same as sales.

Payout = Sales – Refunds – Chargebacks ± Timing differences

Common reasons include:

• Refunds being deducted
• Chargebacks being deducted
• Timing differences between transactions and payouts
• Settlement delays
• If a venue reports missing funds, the most likely explanation is that the funds have:
• Already been paid out
• Been refunded
• Been charged back
• Not yet settled

Common Causes of Delays

• Chargebacks
• High refund volumes
• Bank holidays
• Payment method settlement times
• Risk or compliance checks