In the hospitality business, a classic example is when a customer claims to have been wrongly billed for minibar items they never consumed. In the restaurant sector, a customer may dispute having been billed for a meal they claim not to have ordered. If this dispute is upheld, the bank will deduct the funds from the restaurant’s account, which amounts to a chargeback of the transaction amount, plus additional fees.
As you’d expect, chargebacks have a direct financial impact on merchants, not only because of the amount refunded, but also because of penalty fees. When additional fees and expenses are taken into account, the financial impact can be as much as double the value of the original transaction.
In this article, our aim is to provide hoteliers and restaurateurs with a comprehensive understanding of chargebacks, and to delve deeper into the mechanisms of the dispute settlement procedure.
Breaking Down the Chargeback Process
When a customer dines at your restaurant and later believes there was an issue with the payment, they might initiate a dispute with their bank or credit card issuer. They could argue that the transaction was unauthorized, or perhaps they felt the service they received wasn’t up to par. For instance, imagine a guest who claims they never ordered that extra bottle of wine, or a hotel visitor stating they were charged for room service they never received.
Upon receiving such a claim, the bank assesses its validity. If they find the customer’s complaint has merit, they kick-start the chargeback process. This will involve your payment processor or merchant bank, who will then reach out to you, typically with a chargeback notification. Based on the terms you’ve set with your bank, the amount in question might be temporarily withdrawn from your account.
At this stage, you, as the hotel or restaurant manager, will have a window of opportunity, generally a few weeks, to address the chargeback. You can either:
- Accept it, which means you’re not contesting the customer’s claim.
- Challenge it, if you believe the transaction was legitimate. Here, you’d need to provide evidence to validate the charge. For instance, if a restaurant client disputes a meal charge, presenting a signed receipt or an acknowledgment of order can help.
The outcome hinges on the strength of your evidence. If the bank sides with the customer, the chargeback remains and the funds are permanently deducted from your account. But, with compelling evidence on your side, the bank might reverse the chargeback, restoring the amount to your account.
However, there’s more at stake than just the disputed amount. Frequent chargebacks tarnish a business’s reputation with credit card processors, which can affect their credit score. Over time, this can lead to higher processing fees or even a frozen merchant account.
Strategies to Minimize Chargebacks
From addressing merchant errors to educating staff about friendly fraud, there are a number of strategies merchants can use to minimize chargebacks. Read our article From Errors to Fraud: How Hotels and Restaurants Can Minimize Chargebacks to learn the best strategies to reduce chargebacks.
Furthermore, a robust POS system plays a pivotal role in the fight against chargebacks. These systems, particularly modern digital ones such as Veloce POS, can store transaction details and provide proof of transactions. In cases where customers dispute charges, the data logged by the POS can be the evidence that tilts the case in the merchant’s favor.
Discover the Maitre’D Suite
Navigating the intricate world of chargebacks can be daunting. But with the right tools, you can turn challenges into opportunities. Our advanced features not only streamline your transactions but also arm you with preventive measures against chargebacks. Why wait? Book a free demo today and witness firsthand how Veloce POS can help transform your business operations and safeguard your revenues.
