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
- 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 |
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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.
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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.
