A chargeback occurs when a cardholder contacts their bank to initiate a reversal of a payment made on their 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, product dispute or potential fraud.

Below are some general tips you can follow to help minimise the chances of a traveller chargeback and help you manage your bookings in a more efficient way.
  • Use a rental agreement. 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.
  • Try and address any guest concerns straight away before they escalate into a dispute.
  • Send a confirmation email to your travellers containing your cancellation policy on every reservation.
  • Issue a refund in the same method of payment of the original transaction.