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What information is necessary to fight a chargeback?

***PLEASE NOTE: This information should be treated as a guideline and does not guarantee the successful outcome of chargeback***

If you receive a notification that a chargeback has been received, we recommend sending us the below information:

If the service has not been provided

  • A clear explanation as to why the service was not provided
  • All correspondence between the merchant and the customer
  • Copy of correspondence between you and the customer requesting that the customer retract their charge dispute
  • Copies of any communication with the customer that shows they tried to cancel the activity in violation of your Terms of Service
  • If a government prohibition restricts the service from being provided, we need a copy of the official statement / announcement from that government body
  • Copy or snippet of the Terms of Service listed which the customer agreed to at the time of booking. 
  • A link to the Terms of Service on your website. These Terms of Service should clearly state your cancellation policy
  • Images or video replicating the checkout process
  • Booking logs showing the customer agreed to the Terms of Service and cancellation policy prior to the completion of the booking

If the service has been provided

  • All correspondence between the merchant and the customer
  • Copy of correspondence between you and the customer requesting that the customer retract their charge dispute
  • Evidence that the customer participated in the activity such as, but not limited to:
    1. Passenger list
    2. Signed activity waiver form / signed check-in form
    3. Photo packages
    4. Photocopies of ID
  • Copies of any communication with the customer that shows they were in attendance.
  • Any other evidence that justifies your claim to receive payment for the booking.

 

Updated on July 7, 2020

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