Our investigation

The bank sent us screenshots from the Viagogo system showing the total cost was displayed before payment was made. 

Further, Viagogo said the tickets would be sent three days before the concert. That deadline had not been reached when Morgan complained to us, so there was no justification at that point for a chargeback for not providing the tickets. But the deadline passed and no tickets arrived. A chargeback was justified at that point, and was successful as Viagogo did not respond to the request to verify the tickets had been sent. 

Outcome

Morgan was fully reimbursed. The bank also reimbursed all interest and fees resulting from the transaction.