Fraudulent transactions and unauthorized ticket resellers are an increasingly common issue that many arts and culture organizations face. The following resources will help ensure that your organization is proactive and prepared when it comes to these issues.
As a member of the Philadelphia Regional Arts Consortium, we already enforce reCAPTCHA on all login/registration pages on your TNEW site. This is monitored on a monthly basis to ensure all is working properly and is part of our Consortium's data standards.
Additionally, we require that organizations have Address Verification Services (AVS) enabled through their credit card processor to help detect and prevent fraudulent credit card schemes. Please see our
Address Verification Services (AVS) Configuration article for more information.
For more information about Tessitura's cybersecurity efforts and policies, please see their
Security article.
Protocol
A good first measure, whether you suspect fraudulent bot activity related to credit card testing OR an unauthorized ticket reseller, is to inactivate the login on the record. Bad actors can always create new records, but at least they cannot repeatedly make purchases through one account. You should also
submit a support ticket immediately so that the PRAC support team are aware and can help investigate.
Fraud/Suspected Stolen Credit Cards:
Once you notify PRAC Support, we will take a look and also immediately open a ticket with the Tessitura Network. You should also submit a ticket to your credit card processor so that they are aware. This can be done by emailing
support@windcave.com. They may be able to quickly put measures in place to halt the attack. Once the attack is stopped, we will work with you on the best method for cleaning up and refunding those transactions.
Third-Party Ticket Resellers:
Tessitura Network recommends that you try and invalidate resold tickets before they are used in order to reduce the risk of future chargebacks. To mitigate the customer experience impact, they recommend that you return the tickets and refund to the original card. Optionally, they recommend that you hold the ticket so that it can be resold for face value (either to the original patron or to another patron at the door). This should reduce the chances of a chargeback request and also minimize any friction with the unsuspecting patron when/if they show up with invalid tickets. PRAC Staff can also discuss cleanup options for these records depending on how many orders/records were involved.