Manage chargebacks with ROLLER Payments

A chargeback occurs when a cardholder disputes a payment and contacts their bank to request a refund.

While no business likes receiving a chargeback, responding quickly with the right information gives you the best chance of a successful outcome.

If your venue uses ROLLER Payments, you can view and manage chargebacks directly in Venue Manager — without needing to contact Support.

The chargeback process

If a guest questions the validity of a transaction made at your venue and raises a dispute with their bank:

• A chargeback is created
• The disputed funds are temporarily withdrawn from your account
• You’re given a deadline to respond

ROLLER does not decide the outcome of a chargeback. This is determined by the cardholder’s bank (such as Visa, Mastercard or American Express).

Responding quickly and providing strong supporting evidence is key to successfully defending a dispute.

Get notified about disputes

When a chargeback or Request for information (RFI) is received, you’ll be notified immediately so you can take action.

Notifications include:

• Email alerts sent to your primary and billing contacts
• Alerts in the Activity centre in Venue Manager

Each notification includes:

• The reason for the dispute
• The response deadline
• A direct link to the related booking

These notifications help you act quickly and prepare your response.

View and manage disputes in Venue Manager

You can manage all chargebacks and requests for information in Venue Manager.

1. Go to Financial Services → Disputes
2. Browse or filter your disputes using details from your notification, such as the opened date, amount, payment method or reason.
3. Select a dispute to view its details

From here, you can:

• Review the dispute reason and amount
• See the respond by deadline
• Open the related booking to gather information
• Choose to accept or defend the dispute
• Download a defence template to gather evidence for challenging the dispute

This gives you full visibility and control over the dispute process in one place.

Contact your guest

Before responding to a dispute, it’s often helpful to contact your guest directly.

This can help you:

• Clarify misunderstandings
• Resolve issues before escalating further
• Gather additional context for your defense

In some cases, the guest may not recognise the transaction or may have forgotten about their booking, leading to the dispute. 

Taking the time to contact the guest and understand the reason behind the chargeback can help you reach an agreement and potentially create a return customer.

If you reach an agreement, the guest must contact their bank to withdraw the dispute.

Requests for information (RFI)

A request for information (RFI) is a non-financial dispute raised by the bank before a chargeback is created.

This may happen when:

• The cardholder requests more details about a transaction
• The bank needs more information before proceeding with a chargeback

Responding to RFIs promptly can prevent a chargeback altogether.

To respond:

1. Go to Financial Services → Disputes
2. Open the request
3. Submit the requested details and supporting evidence

Defend a chargeback

Defending a chargeback can also involve additional fees. Before proceeding, consider whether the value of the transaction outweighs the potential cost of disputing it. 

To defend a chargeback, you’ll need to provide clear and relevant evidence that supports the validity of the transaction.

Common examples include:

• Booking confirmation emails
• Payment details (amount, time, payment type)
• Guest or cardholder name
• Signed waivers (if applicable)
• Proof the guest attended or redeemed their booking
• Records of previous non-disputed transactions
• Evidence the transaction has already been refunded (if applicable)
• Your terms and conditions or refund policy
• Any communication with the guest

All evidence must be submitted before the deadline. If you miss the deadline, the dispute will automatically be lost.

Accept a chargeback

In some cases, it may be more appropriate to accept a chargeback rather than defend it.

You may choose to accept if:

• You don’t have sufficient supporting evidence
• The transaction amount is low
• The transaction is known to be fraudulent
• The service was not delivered
• The cost of disputing outweighs the potential recovery

If you accept the chargeback:

• The disputed funds will not be returned
• No further action is required

Do not process a refund separately, as the funds have already been withdrawn by the bank.

Chargeback outcomes

Once submitted, the bank will review the evidence and determine the outcome.

• If successful, the disputed funds will be returned to you
• If unsuccessful, the chargeback amount and any associated fees will be deducted from your payouts

You can track the status of all disputes in Financial Services → Disputes.

Chargebacks typically take several weeks to resolve, depending on the card network.

Bank transfer chargebacks (SOFORT)

For bank transfer payment methods such as Sofort, dispute management is not supported through card schemes.

This means:

• Chargebacks cannot be formally defended
• Funds are usually returned to the account holder

In these cases, you may need to:

• Contact the guest directly to recover payment
• Cancel any associated bookings if required