- Immediately inform the customer a chargeback has been received and try to understand the reason for it.
- Request the customer to contact the card issuer and retract the claim
- If the customer is in violation of your cancellation policy, include a copy of the TOS (Terms of Services) with your email along with a link to where they are shown on your website
If the customer refuses to retract the claim:
- Remind them that they agreed to your cancellation policy at the time of booking.
- Please forward us any correspondence with the cardholder,
- A link to where the cancellation policy is on your website that the cardholder agreed to.
- Send any correspondence or information proving the customer received the full product/service.
- Offer a voucher for future purchases with you
- Negotiate a part-refund
- Issue a full refund instead of losing the chargeback to avoid chargeback fees by the bank
