{"id":2703,"date":"2022-01-11T13:50:00","date_gmt":"2022-01-11T02:50:00","guid":{"rendered":"https:\/\/kovena.com\/?p=2703"},"modified":"2022-10-13T07:31:48","modified_gmt":"2022-10-12T20:31:48","slug":"dispute-chargeback-evidence","status":"publish","type":"post","link":"https:\/\/kovena.com\/es\/blog\/dispute-chargeback-evidence\/","title":{"rendered":"Compelling Evidence to Dispute Chargebacks: A Guide for Hotels"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"2703\" class=\"elementor elementor-2703\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7cefa637 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7cefa637\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-13dcf114\" data-id=\"13dcf114\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0c813f4 elementor-widget elementor-widget-text-editor\" data-id=\"0c813f4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.9.0 - 06-12-2022 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#818a91;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#818a91;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p id=\"f18b\">When your customer tells their bank there\u2019s a problem with a charge you processed to their card, your hotel will get a chargeback, or a request to refund the amount. You can dispute the chargeback with \u201ccompelling evidence\u201d, but what does that mean?<\/p>\n<p id=\"594c\">In simple terms, it\u2019s proof that your hotel is within its rights to charge your customer\u2019s card. We\u2019re going to look at what proof you\u2019ll need to provide during a chargeback dispute.<\/p>\n<p id=\"a5d3\">Before we get into it, you need to remember that every chargeback case is different. You\u2019ll need to read the dispute details carefully and follow our guide to provide enough detail to help you win the case.<\/p>\n<h1 id=\"fd45\">What you need for every dispute<\/h1>\n<p id=\"60b1\">Your payment provider will send you all the available information about a chargeback when they receive it. You need to gather as much information as possible to present to the customer\u2019s bank. To start, every claim will need:<\/p>\n<ul>\n<li><span style=\"font-weight: bold;\">Customer<\/span>&nbsp;<span style=\"font-weight: bold;\">name<\/span>&nbsp;&#8211; the name of the guest and the cardholder, if they\u2019re different<\/li>\n<li><span style=\"font-weight: bold;\">Customer email address<\/span>&nbsp;\u2014 provide the one you were given during the booking<\/li>\n<li><span style=\"font-weight: bold;\">Billing address<\/span>&nbsp;\u2014 this is the address the customer gave you<\/li>\n<li><span style=\"font-weight: bold;\">Customer signature&nbsp;<\/span>\u2014 if they signed anything at your hotel, be sure to include it<\/li>\n<li><span style=\"font-weight: bold;\">Customer communications<\/span>&nbsp;&#8211; any relevant communication by email, SMS, or messaging service<\/li>\n<li><span style=\"font-weight: bold;\">Receipt<\/span><span style=\"font-weight: bolder;\">&nbsp;<\/span>\u2014 a copy of the bill or invoice<\/li>\n<li><span style=\"font-weight: bolder;\">Service description<\/span>&nbsp;&#8211; clear details of the actions taken and the booking details including your verification processes<\/li>\n<\/ul>\n<h2 id=\"c395\"><span style=\"font-weight: bold;\">Compelling evidence for the most common hotel chargebacks<\/span><\/h2>\n<p id=\"0c67\">There are many reasons that a customer or guest might dispute a charge on their card. We\u2019re going to look at the ones we see most often to help you with your chargeback dispute.<\/p>\n<h3 id=\"0745\">1. Unrecognized transaction \u2014 stayover<\/h3>\n<p id=\"016c\">This is when a customer has told their bank that they don\u2019t recognize the transaction on their statement. To help show that it was the customer who made the charge, you can provide the information we outlined above plus the reservation confirmation. Some companies, like&nbsp;<a href=\"https:\/\/kovena.com\/what-we-do\/\" target=\"_blank\" rel=\"noreferrer noopener\">Kovena<\/a>, provide features that allow your exact hotel name to appear on the guest\u2019s card statement and not a holding company.<\/p>\n<blockquote class=\"wp-block-quote\">\n<p>Some companies, like&nbsp;<a href=\"https:\/\/kovena.com\/what-we-do\/\" target=\"_blank\" rel=\"noreferrer noopener\">Kovena<\/a>, provide features that allow your exact hotel name to appear on the guest\u2019s card statement and not a holding company.<\/p>\n<\/blockquote>\n<h3 id=\"b3a4\">2. Cancellation or no show<\/h3>\n<p id=\"08ea\">Your hotel probably has a cancellation or no-show fee. Sometimes, a guest will dispute your right to charge the fee so you need to give evidence that it\u2019s within the agreement they made with your hotel.<\/p>\n<p id=\"9080\">Compelling evidence to dispute this type of chargeback includes:<\/p>\n<ul>\n<li>Proof that the customer was shown and accepted the refund policy, which can be screenshots from the booking website showing the rules during sign-up and on the same screen as the checkout. There needs to be a \u201cclick to accept\u201d option for this to be valid.<\/li>\n<li>An explanation of the refund policy in place and how that equates to your right to charge the customer.<\/li>\n<\/ul>\n<p id=\"20df\">Remember to include the standard information from the top of the page as well.<\/p>\n<h3 id=\"0256\">3. Additional services<\/h3>\n<p id=\"2af4\">Make sure that any extra charges \u2014 e.g. room service, laundry, removing linen from the room, etc. \u2014 are discussed with and authorized by your guest before you process the charge. This is pretty much the only compelling evidence when disputing this type of chargeback.<\/p>\n<p><i>We recommend that you only apply charges for damages, losses, or theft when the cardholder authorizes them.<\/i><\/p>\n<p id=\"5acd\">As well as the standard list of information outlined at the top, you should provide clear evidence that the customer acknowledged the charges and\/or the terms and conditions of your property.<\/p>\n<p id=\"d73a\"><span style=\"font-weight: bolder;\">Important note:&nbsp;<\/span>A dispute about additional charges will come down to the decision of the customer\u2019s bank. The customer is claiming that they didn\u2019t authorize the extra charge so it is up to you, the hotel, to prove you had signed or other valid consent for the extra charges, as required by VISA and MasterCard. Having an \u201cI agree to be held liable for damages\u2026\u201d will help combat chargebacks in these circumstances.<\/p>\n<h3 id=\"b141\">4. OTA virtual card chargebacks<\/h3>\n<p id=\"ef57\">An online travel agent (OTA) can process chargebacks on transactions made through virtual cards \u2014 a temporary online card used by customers making a booking. If you get this type of chargeback, first dispute it with the OTA. If that doesn\u2019t work, we\u2019re going to need:<\/p>\n<ul>\n<li>A copy of the agreement you have with the OTA showing they\u2019re not allowed to refund without your permission.<\/li>\n<li>Screenshots from the booking website that show the rate policy and that the customer would have seen it as they were signing up.<\/li>\n<\/ul>\n<p id=\"7d64\">Be sure to include all of the other information that we listed earlier, also.<\/p>\n<h3 id=\"19ed\">5. COVID-19 chargebacks<\/h3>\n<p id=\"fa89\">The pandemic led to lots of customers not being able to get to their hotel reservations. The guidance from <a href=\"https:\/\/usa.visa.com\/support\/merchant\/library\/visa-merchant-business-news-digest.html\"><u>Visa<\/u><\/a>&nbsp;and&nbsp;<a href=\"https:\/\/www.mastercard.com\/global\/covid-19-info.html\" target=\"_blank\" rel=\"noreferrer noopener\"><u>MasterCard<\/u><\/a>&nbsp;has been regularly updated, but in broad terms:<\/p>\n<ul>\n<li>If your hotel had to close due to a specific government order, you can dispute the chargeback<\/li>\n<li>If a government order allowed you to offer a voucher instead of a refund, and you did, you can dispute the chargeback<\/li>\n<li>If the customer could have used their reservation, but didn\u2019t, and it wasn\u2019t refundable under your T&amp;Cs, you can dispute the chargeback.<\/li>\n<\/ul>\n<p>We suggest you first speak with your customers and try and come to an agreement. Where that\u2019s not possible, you\u2019ll need to provide full evidence of the government rules, orders, or laws that are the basis of your chargeback dispute.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e42c8e2 elementor-widget elementor-widget-image\" data-id=\"e42c8e2\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.9.0 - 06-12-2022 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"960\" src=\"https:\/\/kovena.com\/wp-content\/uploads\/kovena111-683x1024.jpeg\" class=\"attachment-large size-large wp-image-8307 img-fluid\" alt=\"\" loading=\"lazy\" srcset=\"https:\/\/kovena.com\/wp-content\/uploads\/kovena111-683x1024.jpeg 683w, https:\/\/kovena.com\/wp-content\/uploads\/kovena111-200x300.jpeg 200w, https:\/\/kovena.com\/wp-content\/uploads\/kovena111-768x1151.jpeg 768w, https:\/\/kovena.com\/wp-content\/uploads\/kovena111-1025x1536.jpeg 1025w, https:\/\/kovena.com\/wp-content\/uploads\/kovena111-1366x2048.jpeg 1366w, https:\/\/kovena.com\/wp-content\/uploads\/kovena111-1200x1799.jpeg 1200w, https:\/\/kovena.com\/wp-content\/uploads\/kovena111-scaled.jpeg 1708w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4fa7e7fb elementor-widget elementor-widget-text-editor\" data-id=\"4fa7e7fb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"f18b\"><b style=\"color: #4b2eff; font-size: 25px;\">Tips when providing your compelling evidence for a chargeback dispute<\/b><\/p>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:heading {\"level\":3,\"kioblocks\":[]} --><\/p>\n<h3 id=\"8cff\">Make your evidence relevant and succinct<\/h3>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"c537\">Thousands of disputes are processed every day; the person dealing with your case doesn\u2019t need your sales pitch before you give the details of the disputes. Make sure anything that you provide is fact-based and neutral.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"0810\">When you provide your electronic communications with the customer, you only need to give the pertinent information \u2014 them asking about your vegan menu isn\u2019t relevant to a no-show, for example.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"8a51\">Piling all the information you have about the customer should be avoided \u2014 make it easy for the person reviewing your case.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading {\"level\":3,\"kioblocks\":[]} --><\/p>\n<h3 id=\"6dfd\">Give all the information upfront<\/h3>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"f553\">You only have one opportunity to provide compelling evidence during a dispute. The person working the case won\u2019t click on links so be sure to provide your T&amp;Cs, screenshots of your booking pages, and any other online information that forms your dispute.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading {\"level\":3,\"kioblocks\":[]} --><\/p>\n<h3 id=\"6dc5\">Show your terms of service and refund policy<\/h3>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p id=\"6d30\">Details matter in disputes. Provide a full copy of your policies and show proof that the customer explicitly agreed to them. Screenshots of how your reservation and payment pages look will give clear proof that they have to agree before their payment will be processed.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph {\"kioblocks\":[]} --><\/p>\n<p>Find out more\u00a0<a href=\"https:\/\/kovena.com\/what-we-do\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a>\u00a0on how <u>Kovena<\/u> can help fight chargebacks for hoteliers.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>When your customer tells their bank there\u2019s a problem with a charge you processed to their&#8230;<\/p>\n","protected":false},"author":5,"featured_media":3083,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"kk_blocks_editor_width":"","_kiokenblocks_attr":"","_kiokenblocks_dimensions":""},"categories":[40],"tags":[27,25],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.11 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Compelling Evidence to Dispute Chargebacks: A Guide for Hotels - Kovena<\/title>\n<meta name=\"description\" content=\"Does your hotel have high chargeback rates? You can dispute a chargeback with the right evidence, here&#039;s our chargeback guide on how to do it.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kovena.com\/es\/blog\/dispute-chargeback-evidence\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Compelling Evidence to Dispute Chargebacks: A Guide for Hotels - Kovena\" \/>\n<meta property=\"og:description\" content=\"Does your hotel have high chargeback rates? 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