Applies to:          Stayntouch PMS          

Stayntouch Pay: Handling Disputes & Chargebacks

This article outlines the process for managing disputes and chargebacks through Stayntouch Pay, powered by Adyen. It is designed to guide customers through each step of the process, ensuring efficiency and the best chance of a favorable outcome. All interactions will involve the Essentials Portal, which provides access to transaction details and dispute management tools.

TABLE OF CONTENTS

• 1. Receive Notification of Dispute
• 2. Understand the Reason Code
• 3. Gather Required Documentation
• 4. Draft a Merchant Letter
• 5. Submit the Response
• 6. Monitor the Dispute’s Progress
• 7. Final Outcome
• Best Practices for Handling Disputes
• Additional Resources

1. Receive Notification of Dispute

• Log into the Essentials Portal to check for dispute notifications.
• Review the details of the dispute, including the reason code, transaction amount, and any supporting notes provided by Stayntouch Pay or Adyen.
• Understand the timeline for responding to the dispute as indicated in the notification.

2. Understand the Reason Code

• The reason code explains why the chargeback was initiated. Common examples include:
  • Duplicate processing
  • Cancellation or no-show
  • Unrecognized transaction
  • Fraudulent transaction
• Use the reason code to identify the type of evidence required to contest the dispute.

3. Gather Required Documentation

Compile all relevant evidence based on the dispute’s reason code. This may include the following:

General Documentation:

• Cardholder’s name and email address
• Billing address
• Communication records with the customer (e.g., emails, SMS, chat transcripts)
• Transaction receipt or invoice
• Proof of goods or services provided (e.g., delivery confirmation, signed agreements)

Specific Documentation:

• For Duplicate Processing disputes:
  • Copies of invoices for each transaction
  • Proof that no duplicate transaction occurred, if applicable
• For No-Show or Cancellation disputes:
  • Reservation confirmation and cancellation policy
  • Screenshots of the policy as displayed during booking or check-out
  • Proof the customer agreed to the terms (e.g., click-to-accept)
• For Fraudulent Transactions:
  • IP address, device ID, or other technical data linking the cardholder to the transaction
  • Proof of identity verification (e.g., AVS match, CVV match)

4. Draft a Merchant Letter

• Write a detailed merchant letter addressed to the card issuer (e.g., Mastercard or Visa).
• Include the following:
  • Transaction details: Date, amount, authorization code
  • A clear explanation of why the chargeback is invalid
  • Supporting evidence, clearly labeled and referenced in the letter
• Use the templates attached below for letters to merchant.

5. Submit the Response

• Log back into the Essentials Portal to submit your response.
• Upload the merchant letter along with all supporting documentation in the designated fields.
• Double-check that:
  • All files are legible and correctly formatted.
  • Key evidence is highlighted for easy review by the card issuer.
• Submit the response before the specified deadline to ensure it is processed.

6. Monitor the Dispute’s Progress

• Regularly log into the Essentials Portal to check the status of the dispute.
• Stay in contact with Stayntouch Pay’s support team for updates and additional guidance if needed.

7. Final Outcome

• The card issuer’s decision is final and will be communicated through the Essentials Portal. Second chargeback is the last step in the process, and no other documentation or evidence can be provided after.
• If the chargeback is resolved in your favor, funds will be returned to your account.
• If the chargeback is unsuccessful, review the documentation and process to identify areas for improvement in future disputes.

Best Practices for Handling Disputes

1. Be Proactive:

• Maintain detailed transaction records, including customer communications, receipts, and proof of service delivery.
• Ensure clear and transparent terms of service, cancellation, and refund policies are visible to customers during booking or checkout.

2. Submit Compelling Evidence:

• Tailor your evidence to the specific reason code for the dispute.
• Keep your submission concise, factual, and well-organized.

3. Utilize Support:

• Engage Stayntouch Pay’s support team early in the process for advice on building a strong case.
• Leverage the templates and guidelines available in the Essentials Portal.

4. Learn from Past Disputes:

• Analyze unsuccessful chargebacks to improve documentation and processes.
• Incorporate lessons learned into your standard practices.

Additional Resources

• Essentials Portal Templates: Pre-designed letters and forms for common dispute types.
• Adyen’s Documentation:
  • Understanding Disputes
  • Dispute Timeframes
  • Manage Disputes

For further assistance, please contact Stayntouch Customer Support or refer to the Essentials Portal.