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.
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:
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:
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 for guidance on preparing your defence.