Chargeback Management
There are several steps a hotel can take to prevent
guest inquiry and chargebacks. Regardless of
whether a guest is just requesting a copy of her folio,
there is a cost associated with researching, printing
and sending that information. It takes you away
from more important tasks.
| Reason Code |
Preventative Measures |
| No Authorization |
Card swipe; Apply manual authorization to PMS |
| Late Presentment |
Verify daily submission; Review daily PMS Batch Transmit Report. |
| Expired Card |
Card swipe |
| Invalid Transaction |
Copy of folio, No Show indicator transaction code, cardmember name, address,
phone number, one nights charge |
| Merchant Service Error |
Good Service, folio for after departure charges |
| Processing Error |
Card swipe, no keying |
|
Copy/Document Fulfillment |
Copy of folio and/or registration card w/ signature |
|
Declined Authorization |
Ask for different payment method, check nightly High Balance report |
| Transaction Exceeds Floor Limit |
Successful authorization(s), Re-authorize based on daily High Balance
Report. |
Retrieval Requests
If your property experiences many retrieval requests
each month, verify with your credit card processor the
merchant name that appears in the cardholder's credit
card statement. Prompt your processor to assign your
hotel the most descriptive merchant name. Fully
descriptive merchant names can greatly reduce annoying
requests for proof of purchase. |
