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Defend Chargeback

Defend against a chargeback issued for a legitimate transaction when using RMS Pay.

Supporting Documents Payouts and Settlement Defend Chargeback Chargeback Dispute Timeframes

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

When the cardholder disputes a transaction, 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 a property.

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 card issuer will determine the outcome.

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Chargeback Reduction

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

Supporting Documents

The following documentation will be required to support a defence against a disputed transaction:

Chargeback Type	Supporting Documents
Fraud - Card Absent Transaction The cardholder claims that they did not authorise or participate in the transaction.	Tax Invoice Reservation Confirmation Email Account Statement Signed Registration Card Identification Documentation (Provided on Check-in)
Fraud - Card Present Transaction The cardholder claims that they did not authorise or participate in the transaction in a card-present environment.	Copy of a signed transaction receipt from the RMS Pay terminal.
Duplicate Processing/Paid by Other Means The cardholder claims that a single transaction was processed more than once.	Tax Invoice Account Statement (Showing all Receipts & Charges)
Service Not Provided The cardholder claims that merchandise or services they ordered were not received or not received on time.	Reservation Confirmation Email Signed Registration Card Cardholder Communication Records (Copy of emails sent/received with the Guest in relation to their payment and Reservation)
Cancelled Service The cardholder's bank received a notice from the cardholder stating that they cancelled services or returned the merchandise, but the credit has not appeared on the cardholder's statement	Tax Invoice Reservation Confirmation Email (Including the Cancellation Policy)
Misrepresentation of Goods or Services The cardholder claims that the terms of sale (Terms & Conditions) were misrepresented.	Reservation Confirmation Email including Terms & Conditions Screenshot of booking engine check-out page where Terms & Conditions must be accepted or Digital Check-in where Terms & Conditions must be accepted or Signed Registration Card where Terms & Conditions must be accepted.

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File Format

Uploaded supporting documents must be in one of the following formats to be accepted:

JPG (Maximum file size 10MB)
TIFF (Maximum file size 10MB)
PDF (Maximum file size 2MB)

The following document formats apply to each card issuer:

Diners & Discover: Maximum file size is 3MB.
Mastercard: Document must not be more than 19 pages.
Klarna: Only accepts PDF file format.

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.

Defend Chargeback

Go to Accounting > RMS Pay > Chargebacks.
Select the 'Chargeback Status' as 'Undefended'.
Double-click a Chargeback to view.
Select the 'Defend' icon.
Select the 'File' icon.
Select the Supporting Documents and choose 'Open'.
Select the 'Upload Documents' icon.
Select 'Yes' to confirm the Document Upload.
Select 'Yes' to confirm the Chargeback Defence.
Exit.

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Additional Information

A chargeback defence may only be submitted once sufficient supporting documentation has been uploaded. Once submitted, no further documentation can be added to support the chargeback defence.

The chargeback will initially appear in the 'Submitted' view and can be tracked in Chargeback Management as the case progresses. A notification will also appear in the Message Centre as the chargeback case progresses.

If the card issuer rejects the provided supporting evidence or the evidence is challenged by the cardholder, the chargeback will enter a pre-arbitration case filing to be reviewed by the card scheme.

In the event of pre-arbitration, Diners will charge the losing party a 500 USD fee.

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Access

Users will require Security Profile access to 'RMS Pay' and the 'Message Centre' to defend a chargeback in RMS.

Go to Accounting > RMS Pay > Chargebacks.

Select the Chargeback status 'Undefended'.

Double click a Chargeback to view.

Select the 'Defend' icon.

Select the 'File' icon.

Select the Supporting Documents and choose 'Open'.

Select the 'Upload Documents' icon.

Select 'Yes' to confirm the Document Upload.

Select 'Yes' to confirm the Chargeback Defence.

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Submit

The option to submit the chargeback defence will only appear once the required supporting documentation has been uploaded.

Once a chargeback defence has been submitted no further supporting documentation can be uploaded.

The chargeback will appear in the 'Submitted' view until the case progresses.

Chargeback Dispute Timeframes

The chargeback dispute timeframe and process varies by card scheme and below are the general guidelines per scheme.

American Express

Chargeback Stage	Number of Days
Property Response Deadline (From the Request for Information (RFI) date)	14
Card Issuer Initiates First Chargeback (From the initial transaction date)	120
Property Response to First Chargeback (From the Notification of Chargeback (NoC) date)	14
Final Decision—Chargeback Reversed or Second Chargeback (From the Chargeback Defence date)	50

Diners & Discover

Chargeback Stage	Number of Days
Property Response Deadline (From the Request for Information (RFI) date)	18
Card Issuer Initiates First Chargeback (From the initial transaction date)	120
Property Response to First Chargeback (From the Notification of Chargeback (NoC) date)	25
Final Decision—Chargeback Reversed or Second Chargeback (From the Chargeback Defence date)	60 - Diners 80 - Discover

JCB

Chargeback Stage	Number of Days
Property Response Deadline (From the Request for Information (RFI) date)	18
Card Issuer Initiates First Chargeback (From the initial transaction date)	120
Property Response to First Chargeback (From the Notification of Chargeback (NoC) date)	40
Final Decision—Chargeback Reversed or Second Chargeback (From the Chargeback Defence date)	50

Mastercard

Chargeback Stage	Number of Days
Property Response Deadline (From the Request for Information (RFI) date)	N/A
Card Issuer Initiates First Chargeback (From the initial transaction date)	120
Property Response to First Chargeback (From the Notification of Chargeback (NoC) date)	40
Final Decision—Chargeback Reversed or Second Chargeback (From the Chargeback Defence date)	70

UnionPay

Chargeback Stage	Number of Days
Property Response Deadline (From the Request for Information (RFI) date)	30
Card Issuer Initiates First Chargeback (From the initial transaction date)	180
Property Response to First Chargeback (From the Notification of Chargeback (NoC) date)	30
Final Decision—Chargeback Reversed or Second Chargeback (From the Chargeback Defence date)	20

Visa

Chargeback Stage	Number of Days
Property Response Deadline (From the Request for Information (RFI) date)	N/A
Card Issuer Initiates First Chargeback (From the initial transaction date)	120
Property Response to First Chargeback (From the Notification of Chargeback (NoC) date)	18
Final Decision—Chargeback Reversed or Second Chargeback (From the Chargeback Defence date)	60

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Table of Contents

Related Articles

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Defend Chargeback

Defend against a chargeback issued for a legitimate transaction when using RMS Pay.

Table of Contents

Chargeback Reduction

Supporting Documents

Chargeback Type

Supporting Documents

File Format

Payouts and Settlement

RMS Pay Settlement Report

Defend Chargeback

Additional Information

Access

Submit

Chargeback Dispute Timeframes

American Express

Diners & Discover

JCB

Mastercard

UnionPay

Visa

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