A chargeback enables a consumer to file a dispute against a merchant in the event that the consumer does not recognize and/or has particular issue with a charge or transaction for which they’ve been billed.
When a customer files a dispute, their card-issuing bank conducts an investigation to determine the legitimacy of the charge before reaching a final conclusion. Because the window of time to respond to a chargeback is brief and evidence can only be submitted once, you must collect and present compelling, comprehensive evidence in a timely fashion.
Common chargeback reasons
the product did not match the website description
the product did not meet the customer’s expectations
the fees were billed twice
the fees should have been refunded
How to Respond to an Active Chargeback
Outdoorsy’s Trust and Safety Team depends on you to keep accurate and complete records of all bookings and associated transactions.
In the event of a chargeback, a member of our Trust & Safety team will reach out to notify of the disputed charge and request evidence.
Follow these steps to submit your response:
-
Gather mandatory documentation: Collect email and text conversations, the signed rental contract/agreement, and the signed rental receipt.
-
Itemize financial records: Compile a detailed itemization of all charges associated with the renter’s booking.
-
Include vehicle inspection forms: Retrieve pre- and post-trip check-in/check-out documentation, including signed forms and photos.
-
Attach company policies: Gather your business’s general policies, terms and conditions, and cancellation policy (if applicable).
-
Draft a rebuttal letter: Write a clear narrative countering the customer's specific dispute claim.
- Submit evidence promptly: Send all materials back to the Trust & Safety team immediately, as the response window is brief.
⚠️ Warning
Once information is submitted, the bank will make a decision between 60–75 days after the evidence due date. The entire process can take up to 90 days. Based on the bank's conclusion to accept or reject the chargeback, Outdoorsy will disburse funds appropriately.
In these instances it is critical to collect and present compelling & comprehensive evidence in a timely fashion. It's also important to note that the window of time to respond through the chargeback process is brief, and evidence can only be submitted once.
Chargeback Prevention Best Practices
To keep chargebacks, disputes, and potential financial losses to a minimum, integrate these prevention steps into your daily business practices:
Maintain Exceptional Service & Communication
Provide Professional Service: Maintain professionalism and patience during guest interactions, even in challenging situations, to resolve disputes amicably.
Communicate via the Platform: Always communicate through the Outdoorsy or Wheelbase platform to ensure fully documented conversations.
Process Refunds Quickly: Resolve issues through proactive customer service by processing any refunds that are due within 24 hours.
Practice Transparent Billing
Provide Detailed Invoices: Always provide guests with detailed invoices before charging any additional fees.
Provide Explanatory Proof: Clearly explain the reasons for any charges by providing matching receipts and images of damages for each transaction.
Execute Tight Operational Workflows
Perform Thorough Inspections: Conduct thorough pre- and post-trip walk-throughs using pickup and return forms to document vehicle condition.
Collect Guest Signatures: Ensure all forms, including departure forms, return forms, and rental contracts, are signed and dated by all parties.
Verify Guest Identity: Deter fraud by verifying the guest's identity with a copy of their ID. Confirm that the credit card used bears their name and that the signature matches the card.
Set Clear Cancellation Policies: Ensure a clear, unambiguous cancellation policy is established before confirming bookings. Your chosen policy displays on the first page of the renter's receipt.
Enable E-Signatures: Turn on e-signature options under Premium Services to prevent situations where guests fail to sign agreements.
Maintain Accurate Vehicle Listings: Keep vehicle descriptions accurate on your listings to ensure proper expectations are set from the start.