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Accept Chargeback

Accept a chargeback issued for a transaction when using RMS Pay.

Payouts and Settlement Accept Chargeback Step by Step

A chargeback is a payment reversal by the card issuer when the cardholder disputes a transaction on their account.

When a transaction is disputed by the cardholder the payment will be provisionally reversed pending acceptance or successful defence by the property.

Chargeback Management is available in RMS when using RMS Pay as the payment gateway to simplify viewing, accepting, and defending chargebacks issued to property.

Accepting a chargeback confirms the property's acknowledgement that the payment taken can be rightfully returned to the cardholder without dispute.

Defending against a chargeback will require uploading defence documents which vary based on the dispute type and card type.

Submitting a defence against a chargeback with documentation does not guarantee a win and the outcome will be determined by the card issuer.

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Chargeback Reduction

Review the Chargeback Reduction information for ways to minimise and reduce the occurrence of chargebacks against legitimate transactions.

Payouts and Settlement

When a chargeback is issued to a property using RMS Pay the bank will deduct the value of the disputed transaction until it is successfully defended by the property.

The payout amount from RMS for the Accounting Date the chargeback is issued will be less the value of the chargeback issued.

If the chargeback is successfully defended by the property the bank will return the funds and the chargeback value will be included in the payout amount for that Accounting Date.

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RMS Pay Settlement Report

The RMS Pay Settlement Report can be used to view transactions processed using RMS Pay and the forecasted payout amount.

If a chargeback or refunds processed for a particular accounting date are greater than the number of payments taken the payout amount will be in a negative value and no funds will be transferred.

The payout amount for RMS Pay is a cumulative balance and any debits will be brought forward to future accounting dates. No payout will occur until there is a credit balance from transactions processed using RMS Pay.

Accept Chargeback

Select 'Open' on the Message Centre Notification or Go to Accounting > RMS Pay in the side menu of RMS.
Select the 'Chargeback Status' as 'Undefended'.
Double click a Chargeback to view.
Select the 'Accept' icon.
Select 'Yes' to confirm.
Exit.