{"id":6139,"date":"2021-03-30T09:21:25","date_gmt":"2021-03-30T09:21:25","guid":{"rendered":"https:\/\/www.schofields.ltd.uk\/blog\/?p=6139"},"modified":"2021-04-06T09:04:49","modified_gmt":"2021-04-06T09:04:49","slug":"accommodation-chargebacks","status":"publish","type":"post","link":"https:\/\/www.schofields.ltd.uk\/blog\/6139\/accommodation-chargebacks\/","title":{"rendered":"How to Avoid and Manage Chargebacks"},"content":{"rendered":"<span class=\"rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\">5<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span><p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-4719\" src=\"https:\/\/www.schofields.ltd.uk\/blog\/wp-content\/uploads\/2017\/12\/Depositphotos_79575326_m-2015.jpg\" alt=\"Woman adding payment card details to website\" width=\"600\" height=\"400\" srcset=\"https:\/\/www.schofields.ltd.uk\/blog\/wp-content\/uploads\/2017\/12\/Depositphotos_79575326_m-2015.jpg 1000w, https:\/\/www.schofields.ltd.uk\/blog\/wp-content\/uploads\/2017\/12\/Depositphotos_79575326_m-2015-300x200.jpg 300w, https:\/\/www.schofields.ltd.uk\/blog\/wp-content\/uploads\/2017\/12\/Depositphotos_79575326_m-2015-768x512.jpg 768w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<p>If your guests use a credit or debit card to pay for their accommodation, there\u2019s always a chance that they can dispute a charge and file a chargeback claim by simply pressing a few buttons on their banking app.<\/p>\n<p>Holiday cottage businesses should therefore be proactive when it comes to preventing and disputing chargebacks.<\/p>\n<h2 style=\"text-align: center;\"><strong><span style=\"color: #000080;\">What is a chargeback?<\/span><br \/>\n<\/strong><\/h2>\n<p>A chargeback happens when the bank agrees to reverse the payment and refund to the cardholder after they have disputed a transaction.<\/p>\n<h2 style=\"text-align: center;\"><strong><span style=\"color: #000080;\">The different types of chargeback<\/span><br \/>\n<\/strong><\/h2>\n<p>Generally, chargebacks are initiated for a variety of reasons, but generally, they are the result of:<\/p>\n<ul>\n<li><strong><span style=\"color: #000080;\">Unauthorised card use:<\/span>\u00a0<\/strong>the booking has fraudulently been made with a stolen credit card<\/li>\n<li><span style=\"color: #000080;\"><strong>Merchant error: <\/strong><\/span>the guest is charged the wrong amount<\/li>\n<li><span style=\"color: #000080;\"><strong>Consumer disputes: <\/strong><\/span>this generally occurs when a guest claims the goods or services were not provided, were not as described or there has been a breach of contract.<\/li>\n<\/ul>\n<p>Customers usually start a chargeback claim when they\u2019ve exhausted all other avenues with the retailer or service provider to get a refund.<\/p>\n<h2 style=\"text-align: center;\"><strong><span style=\"color: #000080;\">Why holiday rental businesses are vulnerable to chargebacks<\/span><br \/>\n<\/strong><\/h2>\n<p>If you\u2019re running a holiday letting business, there are many different reasons guests might issue a chargeback before or after their stay.<\/p>\n<p>Here are just a few:<\/p>\n<ul>\n<li>Your holiday let didn\u2019t meet the guest\u2019s expectations<\/li>\n<li>Something happened during their stay that they felt warranted a refund<\/li>\n<li>They had to leave your holiday rental earlier than expected, so felt they could ask for a refund<\/li>\n<li>They request a chargeback because they didn\u2019t recognise the transaction for your rental on their statement<\/li>\n<li>A guest\u2019s request to cancel their booking and have their deposit\/full amount refunded was refused as per the booking terms<\/li>\n<li>The refundable damage deposit has been deducted from or not returned in full due to damage or extra charges incurred<\/li>\n<li>Someone fraudulently made a short stay\/last minute booking using a stolen card details<\/li>\n<\/ul>\n<p><strong><span style=\"color: #000080;\">Covid-19 chargebacks<\/span><br \/>\n<\/strong><\/p>\n<p>With coronavirus significantly disrupting the travel, tourism and hospitality industry, holiday rental owners are seeing an increase in chargebacks.<\/p>\n<p>This typically happens when a guest cancels their holiday due to future possible lockdown concerns, even though the holiday could still potentially go ahead. The guest is not due a refund in accordance with the cancellation terms and conditions stated in the booking contract. Subsequently, the guest instructs their credit card provider to chargeback the accommodation costs.<\/p>\n<p>There have also been reports of travel insurers telling their clients to do a chargeback when they enquire about a claim.<\/p>\n<h2 style=\"text-align: center;\"><strong><span style=\"color: #000080;\">How to contest a chargeback<\/span><br \/>\n<\/strong><\/h2>\n<p>Firstly, if the guest is duly entitled to a refund or you would lose the case should it go to court \u2013 don\u2019t dispute the chargeback.<\/p>\n<p>However, if you get a notification of an unwarranted chargeback, you have the option to dispute it. Cases aren\u2019t usually quick to resolve, the process can be quite time-consuming, and the outcomes aren\u2019t always predictable.<\/p>\n<ul>\n<li>Once you have the details about the type of chargeback, you can contest it.<\/li>\n<li>Make sure you respond to a chargeback immediately. You only have a limited number of days to respond, so you need to send your counterclaim through as soon as possible to avoid missing your chance to fight the claim.<\/li>\n<li>You will need to prove with supporting evidence (emails, your website description, photos) that that the chargeback claim is unwarranted.<\/li>\n<li>Prove that the guest agreed to your cancellation terms, conditions and house rules during the booking process.<\/li>\n<li>Include details of any attempts to resolve this matter directly with the cardholder (guest).<\/li>\n<\/ul>\n<p>If you successfully dispute the claim the money will be \u2018clawed back\u2019 from the guest.<\/p>\n<p>However, if the credit card provider declines to reverse the chargeback, you can then <a href=\"https:\/\/www.gov.uk\/make-money-claim\">make a money claim online<\/a> to try and retrieve the amount back directly from the guest.<\/p>\n<h2 style=\"text-align: center;\"><strong><span style=\"color: #000080;\">How to prevent chargebacks<\/span><br \/>\n<\/strong><\/h2>\n<p>Disputing a chargeback can be a long, drawn-out process that has unpredictable results. The best thing a holiday let owner can do is put policies in place to help minimise the chances of a guest chargeback in the first place.<\/p>\n<p>Below are some general tips to follow.<\/p>\n<p><strong><span style=\"color: #000080;\">Make your cancellation policy and house rules clear<\/span><br \/>\n<\/strong><\/p>\n<p>If a customer disputes your refund policy or an additional charge, your best line of defence is that they agreed to your terms and conditions when booking.<\/p>\n<p>On the last step of your booking process include a link to your booking terms and conditions and house rules. Ensure that guests can only complete the booking by confirming that they have read, understood and agree to your t&amp;c\u2019s by ticking the checkbox or via an e-signature.<\/p>\n<p><strong><span style=\"color: #000080;\">Document everything<\/span><br \/>\n<\/strong><\/p>\n<p>Include a copy of your policies in the booking confirmation email.\u00a0 Also, keep a copy of any guest communication and screenshots of government travel announcements until a couple of months after their holiday has finished. These records should stand you in good stead if you need to prove to a card issuer that a chargeback is unjustified.<\/p>\n<p><strong><span style=\"color: #000080;\">Be accurate in your advertising<\/span><br \/>\n<\/strong><\/p>\n<p>Review existing listings, photos and advertisements to check for any unintentional inaccuracies or anything that might be misinterpreted by your guests.<\/p>\n<p>The key to success here is to be as accurate as possible so that you paint a clear picture of what bookers can expect \u2013 thereby setting their expectations correctly from the start, and avoiding negative complaints, lukewarm reviews and unexpected chargebacks.<\/p>\n<p>Think about how you\u2019re describing things such as the size of the property, its features, the views, and aspects that could cause stress if they become a surprise for guests during their stay \u2013 for example, limited access to a parking space or nearby construction noise.<\/p>\n<p><strong><span style=\"color: #000080;\">Ensure your list of amenities is accurate<\/span><br \/>\n<\/strong><\/p>\n<p>The longer you run your holiday rental the more likely it is that you\u2019ll experience broken appliances or amenities coming to the end of their life. It\u2019s therefore important to regularly ensure they are in excellent condition.<\/p>\n<p>This avoids your incoming guests getting stressed out or disgruntled when they find the Wi-Fi connection is poor, that the heating system is broken or that the hot tub isn\u2019t in use because it needs its annual service.<\/p>\n<p><strong><span style=\"color: #000080;\">Deal with guest concerns promptly and professionally<\/span><br \/>\n<\/strong><\/p>\n<p>The sooner any guest concerns are addressed the less likely they will escalate into a dispute. Consistent communication is key.<\/p>\n<p><strong><span style=\"color: #000080;\">Process legitimate requests for a refund quickly<\/span><br \/>\n<\/strong><\/p>\n<p>If a guest requests a refund and it meets the requirements of your cancellation policy\/terms and conditions, ensure you process the refund promptly. By reacting speedily, you avoid both annoying your guest and the chance that they request a chargeback via their bank at a moment which overlaps with a refund still \u2018in process\u2019 on your side.<\/p>\n<p><strong><span style=\"color: #000080;\">Ensure guests will recognise the transaction on their statement<\/span><br \/>\n<\/strong><\/p>\n<p>Use a clear payment description for your booking transactions that your guests will be able to immediately recognise on their statement. So, for example, instead of using \u2018TBF\u2019, use \u2018The Brighton Farmhouse\u2019. This avoids any worry or panic on their part where they believe a fraudulent transaction may have taken place.<\/p>\n<p><span style=\"color: #000080;\"><strong>Recommended guests take out travel insurance<\/strong><\/span><\/p>\n<p>Encourage guests to take out travel insurance to cover cancellation and travel disruption. Depending on the policy terms and conditions, guest can claim on their travel insurance for cancelled bookings rather than filing a chargeback.<\/p>\n<p><strong>To summarise<br \/>\n<\/strong><\/p>\n<p>As a holiday cottage owner, you have to decide whether you\u2019re going to stick firmly to your cancellation and refund policies, or if you\u2019re going to make exceptions to avoid the possible chargeback process.<br \/>\nPreventing and managing chargebacks starts with honest and transparent communication with guests, along with clear terms and conditions.<\/p>\n<p>Further reading:<\/p>\n<p><a href=\"https:\/\/www.moneysavingexpert.com\/reclaim\/visa-mastercard-chargeback\/\">https:\/\/www.moneysavingexpert.com\/reclaim\/visa-mastercard-chargeback\/<\/a><br \/>\n<a href=\"https:\/\/www.which.co.uk\/consumer-rights\/advice\/how-do-i-use-chargeback\">https:\/\/www.which.co.uk\/consumer-rights\/advice\/how-do-i-use-chargeback<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p><span class=\"rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\">5<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span> If your guests use a credit or debit card to pay for their accommodation, there\u2019s always a chance that they can dispute a charge and file a chargeback claim by simply pressing a few buttons on their banking app. Holiday cottage businesses should therefore be proactive when it comes to preventing and disputing chargebacks. What is a chargeback? A chargeback &hellip;<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[20],"tags":[],"class_list":["post-6139","post","type-post","status-publish","format-standard","hentry","category-holiday-letting"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\r\n<title>How Holiday Cottage Businesses Can Avoid Chargebacks<\/title>\r\n<meta name=\"description\" content=\"If guests use a credit card to pay for their holiday, there\u2019s always a chance that they could file a chargeback claim. Here\u2019s how to avoid &amp; manage them.\" \/>\r\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\r\n<link rel=\"canonical\" href=\"https:\/\/www.schofields.ltd.uk\/blog\/6139\/accommodation-chargebacks\/\" \/>\r\n<meta property=\"og:locale\" content=\"en_US\" \/>\r\n<meta property=\"og:type\" content=\"article\" \/>\r\n<meta property=\"og:title\" content=\"How Holiday Cottage Businesses Can Avoid Chargebacks\" \/>\r\n<meta property=\"og:description\" content=\"If guests use a credit card to pay for their holiday, there\u2019s always a chance that they could file a chargeback claim. 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