---
title: "Tips for preventing chargebacks"
slug: "tips-for-preventing-chargebacks"
updated: 2026-06-16T18:19:40Z
published: 2026-06-16T18:19:40Z
canonical: "mysupport.roller.software/tips-for-preventing-chargebacks"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://mysupport.roller.software/llms.txt
> Use this file to discover all available pages before exploring further.

# Tips for preventing chargebacks

Chargebacks are a normal part of accepting card payments, but you can take steps to reduce how often they happen at your venue. The tips below cover the most effective ways to prevent disputes before they're raised.

For information on managing chargebacks once they've been received, see [Manage chargebacks with ROLLER Payments](/v1/docs/manage-chargebacks-with-roller-payments).

## **Be alert when taking payments in Venue Manager**

When processing payments in person, watch for behaviour that may indicate fraud:

- A card declines, and the guest immediately offers a second card (or another card within a short window, such as 30 minutes).
- A booking is paid for using multiple credit cards.

If something feels off, it's worth pausing the transaction and asking the guest for additional verification.

## **Use invoices or payment links for Venue Manager bookings**

If your payment gateway supports 3D Secure (3DS), consider requiring that all Venue Manager payments are taken via invoice or payment link rather than by entering card details manually. 3DS adds an extra layer of authentication and shifts liability for fraud-related chargebacks away from your venue.

For more information, see:

- [Send and manage invoices](/v1/docs/send-and-manage-invoices)
- [Send payment request links via SMS or email](/v1/docs/send-payment-request-links-via-sms-or-email)

## **Make your terms and refund policies clear**

Many disputes happen because guests don't understand or can't easily find your booking, payment, and refund policies. To reduce this:

- Display your terms and conditions and refund policy clearly during checkout.
- Use plain language that's easy to follow.
- Make sure your policies are reflected in your booking confirmation emails.

For setup steps, see:

- [Add policy details: terms and conditions, privacy and subscriber opt-in](/v1/docs/add-policy-details-terms-and-conditions-privacy-and-subscriber-opt-in).

## **Focus on premium customer service**

Most chargebacks can be avoided by resolving the guest's concern before they contact their bank.

- Respond promptly to questions about bookings, charges, or refunds.
- Offer reasonable alternatives where possible, such as gift cards or rebooking.
- Process refunds quickly when a guest is entitled to one.

A quick, helpful response is almost always cheaper than defending a chargeback.

## **When a chargeback does happen**

If you do receive a chargeback, the type of evidence you'll need depends on the reason it was filed. See [Chargeback reasons and how to defend them](/v1/docs/chargeback-reasons-and-how-to-defend-them) for guidance on preparing your defence.

## Related

- [ROLLER Payments reports overview](/roller-payments-reports-overview.md)
- [Pay your ROLLER Invoice](/pay-your-roller-invoice.md)
- [Manage chargebacks with ROLLER Payments](/manage-chargebacks-with-roller-payments.md)
- [Track payouts and trends with the ROLLER Payments dashboard](/track-payouts-and-trends-with-the-roller-payments-dashboard.md)
- [Charge stored payment methods for amounts owing in Venue Manager](/charge-stored-payment-methods-for-amounts-owing-in-venue-manager.md)