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What do I do if I receive a chargeback notification?

  • 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
Updated on February 17, 2021

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