Using body-worn video to protect high-value transactions and challenge chargebacks.

The challenge

River Entertainment operates nightlife and entertainment venues in London, where teams manage customer interactions and high-value transactions every night.

Like many operators in the sector, the business already had extensive CCTV coverage in place. However, when transactions were challenged, CCTV didn't always provide the full picture.

In busy venues where music is loud and customer interactions happen quickly, establishing exactly what was said, agreed and purchased can be difficult. For River Entertainment, chargebacks and disputed transactions were an ongoing challenge, with some claims worth thousands of pounds.

Why HALOS

To strengthen its ability to investigate disputes and defend against chargebacks, River Entertainment introduced HALOS Nano body-worn cameras for customer-facing teams.

Unlike traditional CCTV, body-worn cameras capture interactions from the staff member's perspective and record audio alongside video, creating a clear record of conversations and transactions.

“People are used to CCTV, but it's often mounted high up and looking across a room. Body-worn video captures the interaction as it happens and records what was actually said.”
— Dan Then-Bergh Head of Operations, River Entertainment

A £21,000 dispute

The value of body-worn video became clear following a dispute involving a transaction worth more than £21,000.

The day after visiting the venue, a customer challenged the payment, claiming they had not authorised the transaction and had not been present at the venue.

River Entertainment reviewed the body-worn footage from the interaction.

The recording showed the customer at the venue, engaging with staff and participating in the transaction. The video and audio provided a clear record of what had taken place and were used to support the venue's response to the claim.

The footage was shared as evidence during the investigation, helping establish the facts and demonstrate exactly what had happened.

“When you're dealing with disputes, facts matter. The footage showed exactly what happened.”
— Dan Then-Bergh Head of Operations, River Entertainment

The outcome

Today, body-worn video plays an important role in how River Entertainment responds to disputes and chargebacks.

With the average disputed transaction valued at approximately £2,500, the footage provides valuable proof of service and helps support conversations with card providers, fraud teams and law enforcement when required.

For Dan and his team, the benefit is simple: confidence that when a transaction is challenged, there is a clear record of what happened.