Protecting Your Business from Chargebacks on Non-Refundable Bookings

We understand that customer chargebacks on non-refundable bookings can significantly impact your business. That's why we've developed the Certificate of Transaction Authenticity.

This article will go over using this certificate effectively when facing customer chargebacks on bookings that were clearly marked as non-refundable at the time of purchase.

What is a Certificate of Transaction Authenticity?

A Certificate of Transaction Authenticity is an official document that verifies the legitimacy of a transaction between you and your customer. This certificate confirms that your customer made a booking with full knowledge and acceptance of your non-refundable terms and conditions.

How It Works:

  • The Certificate confirms the transaction details and non-refundable policy.
  • You can submit this certificate when responding to your Payment Processor’s dispute inquiry.

How to Request a Certificate:

  1. Contact help@getoccasion.com with the Order ID.
  2. We will generate and send the Certificate of Transaction Authenticity to you, the Merchant.
  3. You can the submit the certificate to your Payment Processor as supporting evidence.

When to Use This Certificate

This certificate should be used when:

  • A customer has initiated a chargeback on a non-refundable booking
  • The payment processor has requested evidence of the transaction
  • You need to demonstrate that the customer was aware of and accepted your cancellation policy

How to Use Your Certificate

  1. When you receive your Certificate of Transaction Authenticity, verify that all information is correct:
  • Your business details
  • Invoice Details
  • Customer information
  • Booking details
  • Non-refundable terms verification
  1. Upload or send the certificate to your payment processor as part of your chargeback dispute evidence. The exact submission process varies by processor.

For Major Payment Processors:

  • Stripe: Upload in the "Evidence" section of the dispute in your Dashboard
  • Square: Include in your "Provide Evidence" section for the dispute
  1. When submitting your dispute, we recommend including the following message:

This Certificate of Transaction Authenticity confirms that the customer made this booking with full awareness of our non-refundable cancellation policy. The certificate verifies the time, date, and method through which the customer explicitly accepted these terms. This transaction was properly authorized, and the services were made available as described.

  1. Most payment processors will update you on the status of the dispute. Keep the certificate on file for your records regardless of the outcome.

Example of the Issued Certificate

Frequently Asked Questions

  1. How effective is this certificate in winning disputes? While we cannot guarantee outcomes, this certificate provides official documentation of transaction legitimacy and terms acceptance, which are key elements payment processors typically request during dispute resolution.
  2. Can I get additional documentation to support my case? Yes. If you need additional evidence, please contact your account manager who can help determine what additional documentation may be available.
  3. How quickly should I submit this certificate after receiving it? Submit the certificate as soon as possible. Most payment processors have strict timelines for dispute responses.
  4. What if I need help explaining the certificate to my payment processor? Contact your account manager who can provide guidance specific to your payment processor.

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