Introduction to Chargebacks

A chargeback enables a consumer to file a dispute against a merchant in the event that the consumer does not recognize a charge or transaction for which they’ve been billed. In the event that a customer files a dispute, the bank that issued the customer’s card will conduct an investigation to determine the legitimacy of the charge before coming to a final conclusion. 

Outdoorsy’s Trust and Safety Team depends on Wheelbase dealers, as professional users of the platform, to keep accurate and complete records of all bookings and associated transactions. Based on the evidence submitted by Trust & Safety the bank will conclude and either to accept or reject the chargeback.  Based on this Outdoorsy will disburse funds appropriately. 

Common Chargeback Reasons

Most common chargeback reasons a renter files a chargeback with their financial institution:

  1. The product did not match the website description.
  2. The product did not meet the customer’s expectations.
  3. The fees were billed twice. 
  4. The fees should have been refunded. 

Increasing Your Chances of Winning a Chargeback

In order to assist you in your partnership with our Department of Trust and Safety, we have compiled a list of ways in which you can increase your chances of winning a chargeback. They can be found below. 

  1. Maintain accurate records and create a file of compelling evidence. 
  2. Resolve issues through proactive customer service, including processing any refunds that are due within 24 hours.
  3. React quickly to provide any evidence requested to both the Department of Trust and Safety as well as your customer(s). 
  4. Always communicate through the Outdoorsy or Wheelbase platform to ensure documented conversations.
  5. Complete thorough and documented walk-throughs both, pre- and post-trip, using singed check in & check out forms & pre- and post-photos.
  6. Ensure all forms, including departure form, return form, and all contracts are signed and dated by all parties. 
  7. Maintain accurate vehicle descriptions to ensure proper expectations are set.

In an effort to increase your success in winning this charge back, please provide any evidence to chargebacks@outdoorsy.com.  

Please Note

The most important part is to collect compelling evidence, but you need to act fast. The window of time to respond through the chargeback process is brief, and evidence can only be submitted once. 

The bank will make a decision somewhere between 60-75 days after the evidence due date. The decision is the bank’s alone and the outcome is final. The whole process can take up to 90 days. 

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