When a customer disputes a charge, you'll receive a notification email from us. You'll have 48 hours from the moment you receive the email to provide us with the following evidence - we'll handle your dispute from there.

If we do not receive any evidence from you, we will not be able to defend the chargeback on your behalf.

  1. Copy and paste the chargeback response template below into an email to our team at [email protected].
  2. Fill in the sections in {these brackets} with information relevant to the charge dispute.
  3. Remove any sections that aren't relevant to your chargeback - for example, remove the section Prior transactions with the customer if the chargeback has come from a first-time guest.
  4. Attach your evidence. You should include a copy of the bill or invoice, a copy of the guest's signed registration card, a screenshot of your website where your Terms &Conditions, cancellation policies, and refund policies are clearly stated, a copy of the booking confirmation you received from the OTA or travel agency.
  5. Hit send! We'll take care of the rest of the process for you.

Note: All documents must be provided in English, in PDF format. You can't send any pictures of a) the customer, or b) the payment card.

Template for defending a chargeback

On {date of the dispute}, we {property name} were notified that the customer {customer_name}, registered with the email address {customer_email}, filed a dispute for a charge we made in the amount of {currency_sign}{charge_amount}.

The dispute was for the amount of {currency_sign}{charge_amount}, to a {card_brand} card that expires on {card_exp_month} / {card_exp_year}, with the last four digits {card_last_four}.

The following documentation demonstrates when and why the charge was made, and how we communicated with the customer before, during, and after the transaction to ensure a secure and valid exchange. The evidence that follows provides proof that the dispute served is invalid.

Service description

On {purchased_date}, {customer_name} used the {platform_name} platform to make a booking at the property "{property_name}" for the dates {check_in_date} to {check_out_date}. The price of the booking was {currency_sign}{charge_amount} and includes the price of the room as well as applicable taxes and fees.

Customers are required to provide a valid credit card as well as photo identification at the hotel when they check-in, in order to ensure a valid exchange.

Prior transactions with the customer

This customer has successfully completed a transaction in our hotel in the past, using a {card_brand} card that expires on {card_exp_month} / {card_exp_year}, with the last four digits {card_last_four}.

Attached are bills and invoices from these past transactions.

Communication with the customer

The customer supplied the email address {customer_email} during the sign-up process. We used this to provide billing and reservation details.

Attached are the emails that we exchanged with the customer.

Note: We recommend that you also add or attach any additional information you have that may be valuable in defending the dispute.

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