Don Draper
Well-known member
- Joined
- Aug 10, 2008
- Messages
- 2,863
- Reaction score
- 1
Dealing with a very straight forward situation here. Guest booked, then canceled with less than the required notice to receive return of her deposit. In addition to the "checked box" of our policies when she made the online reservation, I also have an email from the guest stating she understands she is not due any return but asking to be an exception. I was not able to rebook the room, so her deposit was not returned.
She filed a chargeback. With the system we have, the initially charged amount PLUS a $25 fee from the processor was automatically taken from my bank account. I was given time to rebut, and with my documentation I "won" the chargeback. The initially charged amount was put back in my account, but I'm out the $25 fee.
Today I see ANOTHER chargeback from the same person, the same initial charge amount PLUS another $25 fee from the processor. It now says it is in pre-arbitration and came with a very threatening letter about potential fees to me from the card issuer (Citibank, in this case) if I choose to pursue the issue. Aside from obviously being steamed at the fees and my loss of time, I'm just wondering how many times this guest can keep challenging the same charge...i.e., how many "levels" there are to this. Am waiting until a specialist in chargebacks comes in today and will ask them the same question, but wondered if anyone here had gone down this path before.
She filed a chargeback. With the system we have, the initially charged amount PLUS a $25 fee from the processor was automatically taken from my bank account. I was given time to rebut, and with my documentation I "won" the chargeback. The initially charged amount was put back in my account, but I'm out the $25 fee.
Today I see ANOTHER chargeback from the same person, the same initial charge amount PLUS another $25 fee from the processor. It now says it is in pre-arbitration and came with a very threatening letter about potential fees to me from the card issuer (Citibank, in this case) if I choose to pursue the issue. Aside from obviously being steamed at the fees and my loss of time, I'm just wondering how many times this guest can keep challenging the same charge...i.e., how many "levels" there are to this. Am waiting until a specialist in chargebacks comes in today and will ask them the same question, but wondered if anyone here had gone down this path before.