The Chargeback Management Screen in RMS enables customers using RMS Pay to accept, defend and view any chargebacks that have been issued to the property.
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Information
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Use
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Information
The Chargeback Management Screen in RMS enables customers using RMS Pay to accept, defend and view any chargebacks that have been issued to the property.
A chargeback is a payment reversal issued by the bank after a customer disputes a charge on their account.
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.
A notification will appear for all users in the Message Centre when a chargeback is issued and when the chargeback status changes.
The Message Centre notification includes a shortcut to view and manage the chargeback on the RMS Pay Management Screen which includes all chargebacks issued to the property past and present.
The number of days available for a chargeback to be defended will vary dependent on the card type (eg. Visa, Mastercard, American Express) and the documents required to successfully defend the chargeback are determined by the type of chargeback issued which covers everything from fraud to processing errors.
Avoiding Chargebacks
Disputes on legitimate transactions can be avoided or reduced by implementing the following as part of the procedures at the property.
Transparent & Accessible Policies
Clearly detail the policies relating to payments, refunds, cancellations and no-shows in the Terms & Conditions a guest accepts as part of the reservation process.
Ensure Terms & Conditions are easily accessible on the property's website, online portals, reservation confirmations and any correspondence.
Terms & Conditions can be entered in RMS for the RMS Internet Booking Engine and Guest Portal to be made readily accessible to a guest on both sites.
Registration Cards, Photo Identification & Signatures
Guest information can be accurately recorded on the Guest Profile with all guests recorded on the Reservation.
A Digital Registration Card can be setup to collect required information including a signature and a copy of the guest's photo identification which will then be automatically recorded and retained on the Guest Profile and Reservation.
Paper Registration Cards must be manually kept on file with the guest's signature and a copy of their photo identification.
A signature from each guest on the Registration Card and the cardholder on any Room Charge Slip, Statements, Tax Invoices, Receipts & Refunds can be kept on file to confirm the cardholder's authorisation of the charge.
Cardholder information collected on the Guest Profile must include the Guest Name, Guest Email Address, Guest Phone Number and Guest Address or Post Code.
Pre-Authorisations, Deposits & Pre-Payments
With RMS Pay as the Payment Gateway, payments collected on the RMS Internet Booking Engine, Guest Portal and via securely sent Pay By Links all require 3DS verification by the cardholder before payment is taken.
3DS verification is an additional layer that requires manual input from the cardholder with a secure code provided by the card issuer.
This additional layer of verification confirms the cardholder authorises the transaction on their account.
Taking full payment at the time of reservation on the RMS Internet Booking Engine or directing a guest to complete full payment via a secure Pay By Link or in the Guest Portal includes 3DS Secure verification for the cardholder to verify and authorise the transaction on the account.
Enforcement of 3DS verification is determined by the card issuer based on automatic fraud detection systems which use complex security & risk assessment algorithms to determine whether the transaction would be considered high risk and require additional verification from the card holder.
A Pre-Authorisation places a temporary hold of funds on a Credit Card. Funds held by pre-authorisation can be consumed on the Reservation Account using the CC Pre-Auth Token.
A Pre-Authorisation can be processed via the RMS Pay terminal for the amount pre-set on the Payment Gateway setup or for an alternative value entered.
A Pre-Authorisation can be used where the final payment amount is unknown and can be set for the estimated value of the final charge.
Processing the Pre-Authorisation using the RMS Pay terminal requires the card to be present and provides an opportunity to verify the cardholder's identification and obtain signed consent for the hold of funds on their account.
A Refundable Charge can be used to take payment of a refundable deposit which can be applied to the account or refunded to the card payment was taken on if no incidental charges are incurred.
Upfront payment can be taken when the final charge value is known.
A Pre-Authorisation can be used for an estimated value when the final charges are not yet known.
Refunds
Promptly processing any Refund owed to a guest will greatly reduce the risk of the transaction being disputed.
Delays in refunding can prompt a cardholder to issue a transaction dispute with their bank as a means of getting the money owed back.
DeleteDefending Chargebacks
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 will be determined by the card issuer.
The following defence documents will be required to support the dispute.
| Chargeback Type | Defence Documents |
|---|---|
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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 |
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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. |
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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) |
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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/recieved with the Guest in relation to their payment and Reservation) |
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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 Cancellation Policy) |
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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. |
Uploaded documents must be in the following format.
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The following specific document requirements apply to each card issuer.
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RMS Pay is a fully integrated payment gateway solution providing PCI compliant credit card storage and payment processing.
Users will require Security Profile access to use this feature.
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Use
- Add Button
Use
- Go to Accounting > RMS Pay in the Side Menu of RMS.
- Select the Chargeback Status of 'Undefended'.
- Double click a Chargeback to view.
- Select the
'Defend' or 
'Accept' icon.-
Accept:
- Select 'Yes' to confirm.
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Defend:
- Select the
'File' icon. - Select the File and choose 'Open'.
- Select the
'Upload Documents' icon. - Select 'Yes' to confirm Document Upload.
- Select 'Yes' to confirm Chargeback Defence.
- Select the
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Accept:
- Exit.
Selecting 'Open' on the Message Centre notification will navigate to the RMS Pay Management Screen and open the chargeback (Steps 1 - 3).
Accepting a chargeback will result in the cardholder being refunded the previously charged amount and prevent the chargeback from being defended.
Defending a chargeback will require specific evidence to be uploaded within the allocated time frame.
See the 'Information' section of this article for a list of documents to provide for each chargeback type.
The option to submit the Chargeback Defence will only appear once 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.
A notification will appear in the Message Centre as the chargeback case progresses.
-
Guide
- Add Button
Guide
Go to Accounting > RMS Pay in the Side Menu of RMS.
Select the Chargeback Status of 'Undefended'.
Double click a Chargeback to view.
Select the 
'Defend' or 
'Accept' icon.
Accept
Select 'Yes' to confirm.
Defend
Select the 
'File' icon.
Select the File and choose 'Open'.
Select the 
'Upload Documents' icon.
Select 'Yes' to confirm Document Upload.
Select 'Yes' to confirm Chargeback Defence.
The option to submit the Chargeback Defence will only appear once 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.
Use
- Go to Accounting > RMS Pay in the Side Menu of RMS.
- Select the Chargeback Status of 'Undefended'.
- Double click a Chargeback to view.
- Select the 'Defend' or 'Accept' icon.
-
Accept:
- Select 'Yes' to confirm.
-
Defend:
- Select the 'File' icon.
- Select the File and choose 'Open'.
- Select the 'Upload Documents' icon.
- Select 'Yes' to confirm Document Upload.
- Select 'Yes' to confirm Chargeback Defence.
- Select the
-
Accept:
- Exit.
Selecting 'Open' on the Message Centre notification will navigate to the RMS Pay Management Screen and open the chargeback (Steps 1 - 3).
Accepting a chargeback will result in the cardholder being refunded the previously charged amount and prevent the chargeback from being defended.
Defending a chargeback will require specific evidence to be uploaded within the allocated time frame.
See the 'Information' section of this article for a list of documents to provide for each chargeback type.
The option to submit the Chargeback Defence will only appear once 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.
A notification will appear in the Message Centre as the chargeback case progresses.
-
Guide
- Add Button
Guide
Go to Accounting > RMS Pay in the Side Menu of RMS.
Select the Chargeback Status of 'Undefended'.
Double click a Chargeback to view.
Select the 'Defend' or 'Accept' icon.
Accept
Select 'Yes' to confirm.
Defend
Select the 
'File' icon.
Select the File and choose 'Open'.
Select the 'Upload Documents' icon.
Select 'Yes' to confirm Document Upload.
Select 'Yes' to confirm Chargeback Defence.
The option to submit the Chargeback Defence will only appear once 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.
