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How can I prevent a traveller chargeback?

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A chargeback occurs when a cardholder contacts their bank to initiate a reversal of a payment made on their credit card.

Chargebacks arise for a variety of reasons but generally they are the result of a cardholder changing their mind, being dissatisfied with their purchase, or reporting unauthorized use of their card.

Below are some general tips you can follow to help minimize the chances of a traveller chargeback.

  • Use a rental agreement and house rules. Although we follow industry standards in collecting electronic signatures, the most effective form of documentation in disputing a chargeback is a written signature on a paper contract.
  • Provide an accurate description of the property.
  • For bookings where there is a short period of time between the reservation and arrival, call the traveller and request a copy of the ID of the bank cardholder.
  • Try and address any guest concerns timely, before they escalate into a dispute.
  • Send a confirmation email to your travellers containing your cancellation policy on every reservation.
  • When possible, issue a refund in the same method of payment of the original transaction.