Chargeback Management

Chargeback Management

Chargeback updates to the Infinity Dashboard

What is a Chargeback?

The Chargeback Process

Chargeback statuses

How to check the status of a Chargeback

What is a Retrieval Request?

Disputing a Chargeback

The Dispute Journey

Pre-Arbitration

Dispute Codes and Supporting Documentation

Related Topics

Chargeback updates to the Infinity Dashboard

As part of our continued effort to improve our service to our providers, we have rolled out some new features within the Infinity Dashboard to assist you with chargeback management.

Please find some more information on these new features below which are now live in the dashboard:

Chargeback Statuses

Clear chargeback statuses (Applied, Represented, Accepted & Pre-Arbitration) and outcomes (Won, Lost, Reversed & In-Progress) are reflected against each chargeback.

Once the outcome of a chargeback changes, you will be notified immediately to the email address that we have on record for you (the same email address that your original email notification gets sent to)

Chargeback Reason Codes

Easy to understand chargeback reason codes have been moved and now feature below your chargeback statuses. This field is editable, meaning we can provide you with an accurate reason code at anytime, (in the instance that this was not provided by the bank during the initial chargeback application, we can update this later.)

Challenge by date

The date of chargeback and the challenge by date is clearly displayed against each chargeback.

These fields have been regenerated allowing this information to pull through onto your chargeback notification email, giving you accurate challenge by dates for individual chargebacks at the time of application.

Public comments

The Public Comments section allows us to provide you with more detailed information about a chargeback if required. For example, if the reason code for the chargeback is unclear at the time of receipt then we may reach out to the bank for more information. This field is used to store these comments to better assist you when it comes to challenging the dispute.

If you have any questions, please reach out to our dedicated support team who will be happy to support you at this time.

What is a Chargeback?

Chargebacks (sometimes referred to as a 'Dispute') are a challenging but inevitable part of e-commerce. They arise when a cardholder queries a transaction with their card issuer.

The issuer creates a formal dispute which immediately reverses the payment, debiting your account for both the payment amount and a dispute fee. It's important for you to monitor such disputes and respond to them as quickly as possible. If a chargeback is not responded to within the time-frame we have provided you with, then we are accepting full liability for the dispute and therefore the chargeback will close in favour of the cardholder.

If you respond to a chargeback within the timeframe provided, this evidence will be submitted to the bank to review. The review takes up to 55 days, therefore were not likely to receive an response from the bank prior to this timeframe.

On or after the 55th day the bank will notify us of the bank's decision. If we have won the dispute then this will be reflected on your dashboard and your account will be credited, however please note that a chargeback fee will still apply.

Please also note, that the cardholder can withdraw their chargeback at any stage within the 55 days. They may do this for many reasons:

1.They realise that they made a mistake and therefore wish to close the dispute

2.They might want to try to resolve this dispute directly with you.

3.The dispute has been resolved internally.

In these cases, the cardholder will contact their bank to withdraw their Chargeback and we will remove the Chargeback from your account. However, please note that a Chargeback fee will apply to cover the administrative costs of handling the dispute.

The Chargeback Process

Screenshot 2021-06-03 at 10.01.24

Please ensure you are utilising this notification functionality. From the point a Chargeback is initiated we have approximately 10 days to submit documentation to the cardholder's bank to dispute the Chargeback. If you are unable to provide supporting documentation within this timeframe then unfortunately the deadline will expire, and they will automatically lose the case. Trust My Travel won’t be able to appeal the decision at this point.

When a Chargeback has been raised by the cardholder, we will notify you via email and ask you send us supporting documentation which will help us dispute this claim. We keep you updated at every stage and provide expertise on how best to navigate Chargebacks on a case by case basis as well as holistic steps you can take to reduce Chargebacks.

Chargeback email notifications are automatically sent to the primary contact (BCC email) found in each Channel. If there is also a Chargeback email address defined (using the 'Chargeback email' field) then this email address will also receive a copy of the same receipt as well as the primary contact.

Please note that the defined 'Chargeback email' contact will not receive any email notifications other than Chargeback notifications.

Chargeback statuses

'Chargeback Applied' -

The Chargeback has been applied to your dashboard and your account has been debited.

'Chargeback Represented' -

You have provided the required evidence to challenge this dispute and we have forwarded this to the bank to review.

'Chargeback Reversed' -

The Chargeback was reversed/cancelled by the issuing bank.

'Chargeback Won' -

You have won the dispute and your account will be credited.

'Chargeback Lost' -

You have lost the dispute therefore your account will remain debited.

'Pre-Arbitration' -

The Chargeback has been escalated to Pre-Arbitration upon your request.

'Pre-Arbritation Won' -

You have won the Pre-Arbitration case therefore your account will be credited.

'Pre-Arbitration Lost' -

You have lost the Pre-Arbitration case therefore your account will be debited of the arbitration fee.

How to check the status of a Chargeback

Once a Chargeback has been applied to your dashboard, it will stay in this status unless the Chargeback is reversed or the case is won, in which case we will reverse the Chargeback.

You will always be notified via email if the status of your Chargeback changes, however if you haven’t heard from us and the 55 day timeframe has passed,  please email us and we can provide you with further information.

What is a Retrieval Request?

A Retrieval Request is a method of obtaining a copy of the paperwork to validate a transaction.

The request comes from the credit card issuer or cardholder and goes to the acquirer or merchant. We do not debit your account at this point, as it's merely a case of providing the bank with more information about the payment before they consider applying a chargeback.

If a Retrieval Request is not responded to within the timeframe that we have provided you with, then it's likely that this retrieval request will escalate into a chargeback, at which point your account will be debited and fees will apply.

Please be aware that the bank may not allow you to represent a chargeback if the retrieval request was not previously responded to, under the basis that the supporting documents should have been provided during the initial enquiry stage.

If you respond to a retrieval request within the timeframe, this documentation will be sent to the bank to review. The card issuer or cardholder may decide that a chargeback still applies, in which case this will escalate into a chargeback and be reflected on your dashboard.

If the card issuer and cardholder are happy with the documents provided, they may decide to close the retrieval request in which case no further action is taken.

Disputing a Chargeback

The Dispute Journey

Screenshot 2021-04-13 at 13.57.19

Please ensure that the relevant support documentation to be used as evidence is submitted before the 'Challenge by' date found against each Chargeback.

 If you would like to dispute/appeal a Chargeback please use this form to provide the information to represent your Chargeback:

For more information please email us: trust@trustmytravel.com

Dispute Codes and Supporting Documentation

There are different reasons and circumstances which might cause a cardholder to initiate a Chargeback.

Each type of dispute requires different evidence and supporting documentation in order to challenge the Chargeback. We've detailed a short explanation and our recommendations for supporting documentation for each type of dispute below:

Fraudulent/Unrecognised Transaction

The customer claims they didn’t authorize this payment. This can be a result of a lost or stolen card, or due to the cardholder not being able to easily recognise the payment.  

It is not easy to win this kind of dispute, therefore, where possible, try to contact the cardholder to see if you can help resolve this outside of the dispute process. 

 

What evidence (documentation) should I use to challenge this type of dispute? 

 

Supporting Documentation: 

Fraudulent or unrecognised transactions are the most common type of chargebacks that we receive and unfortunately, they are becoming increasingly difficult for us to challenge with the banks. We have to categorically prove that the person who used the card to pay used the services. 

 

As this is almost impossible to prove, we recommend that the provider sends us the following documentation to help us create a defence; 

  • Signed contracts or documents, completed by the cardholder. 
  • A copy of the booking confirmation or something which shows the cardholders personal details, such as;
    1) Name
    2) Email address
    3) Phone number
    The bank can use this information to check whether it matches the records they hold for the cardholder. 
  • Any relevant email correspondence from the cardholder in relation to this dispute/booking.
    Perhaps the cardholder emailed you previously to request a refund, however they weren’t eligible for one under the terms of your agreement, therefore they have tried to claim its fraud. We can use this email to help strengthen your case as this proves that the cardholder is applying a dispute unlawfully.  
  • If the cardholder has written to you since applying their chargeback, to confirm that they now recognise the payment, please send us a copy of this written correspondence.
    Most banks will not allow the cardholder to reverse a fraudulent dispute, therefore by us submitting a copy of the cardholder's email along with additional documentation this will confirm that the transaction is legitimate, and the cardholder can withdraw the dispute at this stage.  

 

What is 3D Secure (3DS)? 

For extra fraud protection, 3D Secure requires cardholder to complete an additional verification step with the card issuer when paying. 

Typically, the most common method of verification is where the cardholder is directed to an authentication page on their bank’s website, and they enter a password associated with the card or a onetime passcode sent to their phone. 

This method of verification is most recognised by customers of VISA and MasterCard. This means that the cardholder is confirming their identity at the time of the booking, rather than us trying to prove this later down the line when we receive a chargeback. 

3DS will only protect you against chargebacks applied under the reason code: Fraudulent or unrecognised transaction, therefore 3DS cannot be used to support any other cases. 

Credit not issued

The customer claims that the product or services have been returned/cancelled and no refund/credit was issued.  

 

What evidence (documentation) should I use to challenge this type of dispute? 

 

Supporting Documentation: 

If the cardholder has applied a chargeback with this reason code, you will need to take one of the following steps: 

  1. Provide evidence that a refund has already been issued back to the cardholder 
  1. Provide evidence that the cardholder was not eligible for a refund 

 

If the bank notice that a full refund has already been applied to the transaction; they will likely represent this chargeback on our behalf. However, this isn’t always guaranteed, therefore we recommend that you reach out to us to notify us of such refund so that we can ensure the bank have processed an automatic representment & if not then we can action this on your behalf. 

 

If a partial refund was applied prior to the chargeback, then please email us at chargebacks@trustmytravel.com and we can provide further advise on how to represent this case.  

 

If a refund was scheduled to go back to the cardholder but it hasn’t been processed, you can accept liability for the dispute to ensure that the cardholder receives their funds via the dispute process. To do this, please email us confirming that you accept the chargeback.  

 

If the cardholder is not eligible for a refund, please send us: 

  • A copy of your cancellation/refund policy  
  • Evidence that the cardholder signed or ticked in agreement to the terms and conditions prior to payment being made. If your cardholder is asked to tick an agreement on the payment page, please take screenshots of this. 
  • Any additional signed agreement between you and the cardholder, proving that the cardholder was fully aware of the terms and conditions of the sale PRIOR to the original payment taking place. 
  • Any relevant written communication between yourselves and the cardholder about this dispute  
  • Evidence of the previous partial/full refund  
  • A written statement advising us why the cardholder is not eligible to dispute this payment. Is it due to the cardholder cancelling outside of the cancellation policy, or due to the already receiving a full/partial refund? 

It is important that the cardholder is fully aware of your terms and conditions/cancellation policy prior to the payment taking place, otherwise the banks may reject this evidence. 

Cancelled Recurring Transaction

The customer claims that they've been charged for a cancelled subscription or other recurring payment. 

 

What evidence (documentation) should I use to challenge this type of dispute? 

 

Supporting Documentation: 

What evidence should I use to challenge this type of dispute? 

If a cardholder is claiming that they have been charged for a recurring payment which has previously been cancelled, then you will need to take one of the following actions:  

  1. Provide evidence that the recurring transaction has not previously been cancelled 
  1. If the recurring payment has been cancelled, provide more information on why the payment was deducted
     

To prove to the bank that a recurring transaction had not been cancelled prior to the payment being deducted, you will need to provide: 

- A signed contract between you and the cardholder confirming the terms of sale and length of contract 

- Evidence that additional deductions have taken place since the disputed transaction 

- Any relevant correspondence between you and the cardholder regarding their contractual agreement or this disputed payment
 

If the payment was deducted in error, and the cardholder did in-fact cancel their recurring payment agreement, we can accept liability for the Chargeback so that the cardholder is reimbursed. To do this please email us at chargebacks@trustmytravel.com quoting the chargeback reference (This can be found on your original chargeback notification email) and ask us to accept the dispute. 

Product/Services not received

The customer claims that they never received the products they were charged for.  

 

What evidence (documentation) should I use to challenge this type of dispute? 

 

Supporting Documentation: 

If the cardholder is claiming that the services they paid for have not been provided, you will need to take one of the following steps:  

  1. Provide us with evidence showing that the services were provided  
  1. Provide us with evidence confirming why the services were not provided
     

To prove that the services were provided to the traveller, we find the following documentation useful: 

- A copy of the booking confirmation/itinerary which is often emailed to the cardholder after booking through you. This must show the date of travel and time of pick up. This proves that the cardholder was notified of the travel arrangements prior to the services taking place. 

- Any signed documentation which was completed by the traveller at the time of the tour. This will prove the traveller was on the tour that day. (Such as a check in form or insurance waiver) 

-  If the cardholder left you a review on your website, this can also prove the cardholder utilised your services 

-  Photographs of the traveller on tour (which you may ask for your travellers' consent to use for your social media platforms or website) 

-  Any relevant email correspondence you have had with the traveller regarding their trip. Either leading up to the trip or prior, which might help us paint a picture of the events.  

- A copy of your cancellation/refund policy  

- Evidence that the cardholder signed or ticked in agreement to the terms and conditions prior to payment being made.
 

If the services were not provided to the traveller, please email us a written statement outlining your version of events.
Was this due to an error with the booking? 
Did the cardholder not turn up to take their tour that day?
 

If the cardholder didn’t show up for their tour, please provide us with: 

- A copy of your terms and conditions confirming that ‘No Shows’ or last-minute cancellations are not entitled to a refund. 

- Evidence that the cardholder signed or ticked in agreement to the terms and conditions prior to payment being made. If your cardholder is asked to tick in agreement on the payment page, please take screenshots of this. 

Product/Services not as described

The customer claims the services they paid for were not as described.  

 

What evidence (documentation) should I use to challenge this type of dispute? 

 

Supporting Documentation: 

If the cardholder is disputing their payment as they claim that the services you provided to them were not the services they paid for, then you will need to follow one of these steps:  

  1. Prove that the services the traveller paid for were as described.  
  1. If the services were not as described, please provide us with more information so we can advise the best action to take.  

 

We find that the following documentation can be useful when challenging this type if dispute: 

- A copy of the travel itinerary showing details of the tour/trip. 

- A copy of the tour/services description as it shows on your website  

-  If the cardholder left you a review expressing their happiness/gratitude towards the trip, please provide us with a screenshot of this. 

-  If your tour guides provides daily reports for your tours (showing whether anything went wrong or the tour or whether it ran as expected) please send us this. 

-  The traveller might apply a dispute under this reason if the weather effected their trip, or natural acts of god effected parts of their trip. In this case, please send us a copy of your terms and conditions showing that you will not be held responsible for such acts. 

- Evidence that the cardholder signed or ticked in agreement to the terms and conditions prior to payment being made.  

-  Any relevant email correspondence you have had with the traveller in relation to this booking  

 

If the trip that the traveler paid for was not as described, please email us to let us know why this is, and whether or not you feel that the cardholder is entitled to a refund. 

Perhaps there was an issue during the trip which was rectified at the time, or you offered the cardholder a voucher to use again in the future. If this is the case its always best to follow up with the cardholder via email so that you have record of your attempts to rectify the situation, which can be used as evidence in the event of a dispute. 

Duplicate Transaction

The customer claims they have been charged more than once for the same purchase. Convincing evidence in this case would be proof that two separate products/services have been purchased. 

 

What evidence (documentation) should I use to challenge this type of dispute? 

 

Supporting Documentation: 

If the cardholder is claiming that they have been charged more than once for the same product/services, then you will need to take one of the following steps:  

  1. Prove that the charges are for separate products/services  
  1. Accept the dispute so that the cardholder is refunded via the dispute process.  

To prove that the charges are for separate products/services you will need to send us corresponding evidence, such as: 

- Booking confirmation for each service 

- The payment receipts/Invoice for each service  

- Any relevant correspondence between you and the cardholder regarding these payments.  

- A signed contract between you and the cardholder confirming your authorisation to debit two separate payments 

 If this duplicate payment was processed in error and you would like to authorise a refund to the cardholder, please email us at chargebacks@trustmytravel.com and we can accept the dispute so that the cardholder is credited.  

Cancelled Services

The cardholder claims that the merchant has charged them for a service that was cancelled.  

 

What evidence (documentation) should I use to challenge this type of dispute? 

 

Supporting Documentation: 

If the cardholder is disputing the payment as they claim that the services they purchased from you were cancelled, then you will need to follow one of these steps: 

  1. Provide evidence that the reservation is active, and no cancellation has been requested 
  1. If the services were cancelled, please provide us with more information on why the cardholder has not been refunded. (Was the cancellation request received outside if your cancellation policy window) 
  1. If the services were cancelled and you would like to accept the chargeback so that the cardholder can be refunded, please let us know
     

We find that the following documentation can be useful when challenging this type if dispute: 

- A copy of the travel itinerary showing details of the tour/trip. (Such as the date the trip was scheduled to take place) 

- Evidence that the cardholder signed or ticked in agreement to your terms and conditions or cancellation policy prior to processing the payment.  

- A copy of your cancellation policy 

- A copy of the cardholders written cancellation request (Showing the date the cancellation was requested) 

- Any relevant email correspondence you have had with the traveller regarding this booking. Such as cancellation requests or discussions of this nature.
 

If the services that the traveller paid for were cancelled and they are entitled to receive a refund, please email us at chargebacks@trustmytravel.com quoting the chargeback reference (This can be found on your original chargeback notification email) and we can accept the dispute so that the cardholder is refunded via the dispute process.  

Pre-Arbitration

If we have represented your chargeback case but unfortunately the outcome is not in your favour (i.e. you have lost the dispute), then we have the option to take this chargeback to pre-arbitration.

By this stage, the parties involved (the bank, cardholder, or the merchant) are unable to resolve a dispute on their own, so a representative of the card scheme is asked to intervene and make a judgement.

Please note that merchants are allocated 7 days from the date that the dispute is marked as ‘Lost’ to escalate a case further for Pre-arbitration.

Please also note that an additional arbitration fee of 500.00 USD may be applicable, if the chargeback case is escalated to the Card Network Arbitration Committee and the ruling is in favour of the issuer.