Introduction
A chargeback enables a consumer to file a dispute against a merchant in the event that the consumer does not recognize and/or has particular issue with a charge or transaction for which they’ve been billed.
In the event that a customer files a dispute, the bank that issued the customer’s card will conduct an investigation to determine the legitimacy of the charge before coming to a final conclusion.
Common chargeback reasons
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the product did not match the website description
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the product did not meet the customer’s expectations
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the fees were billed twice
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the fees should have been refunded
Increasing your chances of winning a chargeback
Outdoorsy’s Trust and Safety Team depends on you, as professional users of the platform, to keep accurate and complete records of all bookings and associated transactions.
In the event of a chargeback, a member of our Trust & Safety team will reach out to notify of the disputed charge and request the following information:
- Email and text conversations
- Signed rental contract/agreement
- Signed rental receipt
- Itemization of all the charges associated with the renter’s booking
- Your business’ policies/terms and conditions
- Cancellation policy (if applicable)
- Rebuttal letter
- Any other relevant details
In these instances it is critical to collect and present compelling & comprehensive evidence in a timely fashion. It's also important to note that the window of time to respond through the chargeback process is brief, and evidence can only be submitted once.
Once information is submitted the bank will make a decision somewhere between 60-75 days after the evidence due date. The decision is the bank’s alone and the outcome is final. The whole process can take up to 90 days.
Based on the evidence forwarded by you and subsequently submitted by Trust & Safety, the bank will conclude and either accept or reject the chargeback. Based on this Outdoorsy will disburse funds appropriately.
Please keep the following best practices in mind to keep chargebacks (and potential chargeback losses) to a minimum:
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maintain accurate records and create a file of compelling evidence
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resolve issues through proactive customer service, including processing any refunds that are due within 24 hours
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react quickly to provide any evidence requested to both the department of Trust and Safety as well as your customer(s)
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always communicate through the Outdoorsy or Wheelbase platform to ensure documented conversations
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complete thorough and documented walk-throughs both, pre- and post-trip, using singed check-in and check-out forms & pre- and post-photos
- ensure all forms, including departure form, return form, and all contracts are signed and dated by all parties
- maintain accurate vehicle descriptions to ensure proper expectations are set