What qualifies as "compelling evidence" to fight chargebacks?

AccountingMews Operations

To win the dispute process and recover lost revenue, you must present what is called “compelling evidence”: proof that you had the right to charge the disputed amount to the payment card provided to you.

 

Below you can find examples of compelling evidence to respond to chargebacks based on the most common reasons in the hospitality industry.

 

 

Guest stayed/used service

Compelling evidence:

 

  • Registration card signed by guest (on paper or digital).
  • Action log, room key logs.
  • Invoices or bills with the charges.
  • Digital communication with cardholder/guest.
  • Reservation confirmation.

 

Guest no-show

Compelling evidence:

 

  • Booking confirmation (showing terms, refund/no-show policy).
  • Cancellation or change logs with timestamps.
  • Screenshots from the website the guest booked from clearly displaying the rate policy. The bank needs proof that guests see the policy during the sign-up process and check-out. It is required to have a click to accept before completion.
  • Digital communication with cardholder/guest.
  • Invoices or bills with the charges.

 

Cancellation with penalty

Compelling evidence:

 

  • Proof of cancellation request date and time.
  • Reservation confirmation.
  • Screenshots from the website the guest booked from clearly displaying the rate policy. The bank needs proof that guests see the policy during the sign-up process and check-out. It is required to have a click to accept before completion.
  • Invoices or bills with the charges.
  • Digital communication with cardholder/guest.

 

Service dissatisfaction/complaints

Compelling evidence:

 

  • Signed acknowledgement of resolution, or guest communication indicating resolution.
  • Invoices or bills with the charges.

 

Additional services charged (e.g. room service, spa, mini-bar, late checkout)

Compelling evidence:

 

  • Pre-charge customer authorization: Evidence of the guest’s explicit authorization to charge (e.g. email confirmation, signed receipt, or recorded consent).
  • Communication with the customer: Records (emails, messages) showing the guest was informed of and agreed to the extra charges.
  • Reservation or registration confirmation: Documents confirming booking and the base terms.
  • Itemized bill or invoice: Listing all extra services and their timing, signed or acknowledged by the guest if possible.
  • Proof of guest acknowledging T&Cs: Evidence showing the guest agreed to the property’s terms, especially regarding additional charges.
  • Signed receipts: For each ancillary or penalty charge, not just the room rate.

 

Penalties (e.g. late check-out, extra cleaning, smoking fee)

Compelling evidence:

 

  • Advance guest consent: Documented prior acknowledgment of penalty policies.
  • Notification and acceptance or authorization: Communication showing the guest was notified and expressly agreed to be charged.
  • T&Cs and policy visibility: Clear record that policies were disclosed and accepted pre-stay.

 

Loss, theft, or damages

Compelling evidence:

 

  • Explicit, post-incident guest authorization: Signed authorization or electronic consent to charge the cost to the card.
  • Detailed documentation: Itemized invoice, supporting photos and incident reports.
  • Digital communication with guest: Document attempts to notify and obtain consent.

 

OTA VCC chargeback

First, reach out to the OTA and discuss the case with them. If the OTA is unresponsive, provide the following compelling evidence:

 

  • Reservation confirmation.
  • Rate and policy disclosure: Screenshots from OTA’s booking website showing rate details, cancellation, refund, and no-show policies that the guest must accept before completing their booking.
  • Invoice/Bill with the charges.
  • Communication with OTA: Any messages, emails, or support tickets between your property and the OTA relating to the reservation, cancellation, or dispute.
  • OTA contract or agreement regarding refunds and chargebacks.

 

Do you want to learn more about chargebacks? Read Chargeback FAQs

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