Handling chargebacks

In some cases, a guest may request a refund for a completed payment through their bank or payment provider. This process is known as a chargeback.

When a chargeback is approved by the guest's bank or payment provider, the payment amount is automatically refunded. As a business owner, your prior approval is not required for this process.

In this article, you'll learn which payment methods support chargebacks and how to dispute a chargeback if you disagree with the refund request.

You can view any chargebacks associated with a reservation directly within our booking system. Open the reservation. click Transactions at the top of the reservation and open the Chargebacks tab. Any chargebacks linked to the reservation will be displayed here.

Not all payment methods allow guests to initiate a chargeback.

Payment methods that support chargebacks:

Payment methods that do not support chargebacks:

Do you disagree with a chargeback? In some cases, you can submit a dispute.

A dispute must be submitted within 2 days of receiving the chargeback notification. After this period, the request will generally no longer be processed.

Collect supporting evidence:

To increase the chances of a successful dispute, gather as much relevant documentation as possible, such as:

The more complete your documentation, the better the dispute can be assessed.

If the chargeback relates to a payment processed through Mollie, you can dispute it using the following process:

The final outcome is determined by the cardholder's bank or payment provider.

For more information about chargebacks through Mollie, please refer to the Mollie Knowledge Base.