What does it mean?

This is the most common dispute type and it occurs when a guest claims that the guest did not authorize the payment. This usually happens if the card was lost or stolen and used to make a fraudulent purchase. It can also happen if the guest doesn’t recognize the payment on the bank statement.

How can you overturn the dispute?

You must be able to submit evidence that the guest did authorize the transaction.

How to respond?

As the first step, we strongly recommend that you get in touch with your guest and understand what their complaint is. 

Sometimes guests forget about payments they make. It’s also possible that there is an additional cardholder on the account or someone they authorized to use the card (e.g., a spouse) made the payment and were unaware of it at the time. 

Note: Having the guest withdraw the dispute is by far the best way for you to make sure the fraudulent dispute is resolved in your favor.

If you are able to resolve the issue with your guest, you can ask the guest to withdraw the dispute.

  • If the guest agrees to withdraw the dispute: Submit evidence that the guest agreed to withdraw the dispute (including any email correspondence).
  • If the guest does not agree to withdraw the dispute: Submit as much evidence as you can to make a case that the payment was valid. This can include any proof that the guest did purchase the product or service.

If you believe the payment was actually made using a stolen credit card, you should accept the dispute in the Zenoti Payments - Disputes report. You must do this because the credit card networks place liability for accepting fraudulent payments with you, the business. 

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