Best Practices to AVOID Chargebacks


Clearly Communicate Policies

Your terms and conditions related to deposit, rental fees, refund policies, and cancellation should be in writing, agreed to, and signed by the cardholder. These policies should be in close proximity to the signature line.


Make Contact Easy

Include the following on renter statements, receipts, and invoices: name, phone number, and email.


Keep Renters in the Loop

Let the renter know when a transaction is processed, if there is a change made in the rental agreement, a delay in availability, or damage to the property.


Keep Records

Maintain copies of all transactions and all communications with renters. Be able to produce a signed rental agreement, an address verification service (AVS), and card verification value (CVV). This information will help you refute a chargeback.


Resolve Issues Reasonablyy

Work with your renter to resolve issues in a timely fashion. This will reflect favorably on you by the card associations.


Be Leary of Last Minute Reservations

Require the renter to provide identification and an imprint of their card upon arrival. This will help you reduce potential credit card fraud.

icon7 No Delayed or Amended Charges Without Authorization

Be sure to get the cardholder’s authorization on any amended or delayed charges.

icon8 Don’t Process Further Payments or Refunds if a Chargeback Arises

If a renter has issued a chargeback and further payments or refunds are pending, do not process either until the chargeback is resolved. Your bank account may have already been debited for the amount of the chargeback. Refunds should always be made to the original card.

We are Available to Help!

Reach out to us if you have any questions or concerns regarding a chargeback or a potential chargeback. We are experienced in handling these situations and are happy to support you.

If you’re looking for more information, check out the following link:

Visa Link to Chargeback Management Guidelines: CLICK HERE

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