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.

Please note that even though we give you 48 hours to respond, the time limit to respond begins as soon as you’ve received notification of the dispute and can be anywhere from 7-39 days, depending on the processor).

If we don’t receive any evidence from your side, we won’t be able to defend the chargeback on your behalf and it will be marked as “lost”.

If you receive a dispute, contact the customer and discuss it before you respond. It’s possible that they didn’t recognize or remember the transaction when they viewed their statement.

Dispute evidence can only be submitted once. Make sure to provide all relevant information and review it carefully before you submit it

So what does the process of defending a chargeback look like?

  1. You receive an email notification, informing you about the disputed transaction

2. Fill in the "Template for defending a chargeback" down below. Fill in the sections in {these brackets} with information relevant to the charge dispute. Include as accurate details about the transaction and guest as possible and edit it with more information if needed. All the information about the credit card and guest is available in Mews Operations.

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. The evidence you submit should be appropriate for the reason for the dispute.

5. Answer back to the original notification email with all evidence that you could gather. This email will be redirected to the Risk Team and we will take care of the rest of the process for you!

Formatting documents:

· All the evidence must be provided in English

· Only PDF, JPEG, or PNG file types are accepted

· Make sure that any text or images are clear and large enough

· All the sensitive information as copies of the ID/passports needs to be encrypted (you can find many ways online on how to send encrypted files)

Not allowed:

· Don’t include audio or video files, requests to call or email for more information, or links to click for further information (e.g., file downloads or links to tracking information) because the card issuer evaluating the dispute won’t take action on these. Card issuers won’t call merchants or follow external links

· You are not allowed to share with us raw credit card credentials

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

Attached are the emails that we exchanged with the customer.

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