Use the form below to submit an article request or log a Service Request to contact RMS Customer Support.




    Chargebacks

    Accept, defend or view a chargeback issued for a payment processed using RMS Pay.

    Decision Tree

    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.

    • Information
    • Use
    • Add Button

    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.


    Defending 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
    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/recieved 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 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.

    Uploaded documents must be in the following format.


    • JPG (maximum file size 10MB)
    • TIFF (maximum file size 10MB)
    • PDF (maximum file size 2MB)

    The following specific document requirements 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.



    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.



    • Use
    • Add Button

    Use

    1. Go to Accounting > RMS Pay in the Side Menu of RMS.
    2. Select the Chargeback Status of 'Undefended'.
    3. Double click a Chargeback to view.
    4. Select the 'Defend' or 'Accept' icon.
      1. Accept: 
        1. Select 'Yes' to confirm.
      2. Defend: 
        1. Select the 'File' icon.
        2. Select the File and choose 'Open'.
        3. Select the 'Upload Documents' icon.
        4. Select 'Yes' to confirm Document Upload.
        5. Select 'Yes' to confirm Chargeback Defence.
    5. 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

    1. Go to Accounting > RMS Pay in the Side Menu of RMS.
    2. Select the Chargeback Status of 'Undefended'.
    3. Double click a Chargeback to view.
    4. Select the 'Defend' or 'Accept' icon.
      1. Accept: 
        1. Select 'Yes' to confirm.
      2. Defend: 
        1. Select the 'File' icon.
        2. Select the File and choose 'Open'.
        3. Select the 'Upload Documents' icon.
        4. Select 'Yes' to confirm Document Upload.
        5. Select 'Yes' to confirm Chargeback Defence.
    5. 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. 




    Was this article helpful?

    Send Feedback

    Can’t find what you’re looking for?

    Submit an article request or log a Service Request to contact RMS Customer Support.

    Article Request