Chargeback Quiz
What is a chargeback?
A transaction that has been disputed by the Card holder to the issuing bank in order to get a refund
A payment declined
A transaction made behind the guest
A discrepancy in NAS
Which are the main reasons for a chargeback?
Guest forgot about the transaction
Double charge
Guest not aware of our policy
All of the above
How many chargebacks Z Hotels received since 2018?
Less than 400
More than 500
More than 700
Less than 200
Which of the following is NOT a way to prevent chargebacks?
Do not charge reservations made 48 hours prior arrival
Check credit card upon check in
Check often FIN63
Compare RES08 with chargebacks spreadsheet
Which documents can be used to dispute a chargeback?
DM log info, PDQ slips and cafe transaction with same card
DM log info, registration card and CCTV footage
Availpro confirmation, changes report and lost property log
ID copy saved, VAT invoice and door lock log
Which is the most common chargeback type we receive?
Booked & Stayed
No show
Reservation Cancelled
Double charge
Which colour is the Chargeback VIP status on the profile in Opera?
Green
Red
Black
Blue
Which chargeback we should dispute?
No show
Cancellation due to COVID
All of them
Double charge
What to do when investigating a chargeback for reservation status PMC?
Proceed with the refund
Ask the guest to withdraw the chargeback and confirm change of dates agreement
Cancel straight away and post cancellation non refundable
Provide invoice
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