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.
- Copy and paste the chargeback response template below into an email to our team at [email protected].
- Fill in the sections in
{these brackets}with information relevant to the charge dispute. - 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.
- 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.
- 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.