POLICYANDPROCEDUREMANUAL

SOPNO:ACCTGAR00702/16
DEPARTMENT: ACCOUNTINGSUBSECTION:ACCOUNTSRECEIVABLE
SUBJECT:
CREDITCARDCHARGEBACKSISSUEDATE:FEBRUARY8,2016

POLICY:CreditcardChargebackadvicesandRetrievalRequestswillbehandledpromptlyandthoroughly,to
eliminatetheriskofcreditcardChargebacksduetolackofresponse.

PROCEDURE:
EachpropertyshouldarrangetoreceiveemailnotificationsofnewChargebacksandRetrievalRequestsand
havethecapabilitytoreviewandrespondtoChargebacksandRetrievalRequestsonlinethroughtheir
merchantserviceprovidersonlineportal.TheDirectorofAccountingwillberesponsibleforaddingor
removingdesignatedemployeeonlineaccessrelatedtostaffingchanges.

Ifthereisnoonlineserviceforthemerchantserviceprovider,eachpropertyshouldreceiveChargebacksand
RetrievalRequestsdirectlytotheirpropertyaddressviaUSPS.

CreditcardChargebacksandRetrievalRequestswillberespondedtopriortothemerchantestablished
deadline,regardlessofvalidityofcharge.TheduedatewillalwaysbeclearlylistedontheChargebackAdvice
orRetrievalRequest.UndernocircumstancesshouldaninquirybeallowedtodefaultasaChargebackdueto
lackofresponse.

AChargebackorRetrievalRequestwilltypicallycometoyouforoneofthefollowingreasons:
Thecardholderdoesnotrecognizethechargeorsimplywantsacopyoftheirreceipt.
Thecardholderstayedatthehotelandprotestsanovercharge,doublecharge,orinsomecases,
disagreeswiththelevelofserviceprovided.
Thecardholderdidnotstayatthehotelandprotestsanoshowcharge.
Fraudulentcardactivity/stolencardinformation(lesslikely)

CopiesofthefollowingdocumentsarehelpfulwhenrespondingtoaChargebackorRetrievalRequestrelated
toaguestroom:
Folio
SignedRegistrationCard(ifapplicable)
ComputerreportorscreenshotshowingcreditcardwasSWIPED
Copyofanyotheradditionalreservationinformationthatmaybeuseful,suchasa3rdpartycredit
cardauthorizationform.
CopiesofthefollowingdocumentsarehelpfulwhenrespondingtoaChargebackorRetrievalRequestrelated
toBanquetsorCatering:
SignedContract
SignedBanquetTickets
BanquetEventOrders
Anyemailcommunicationto/fromthegroupcontact

Occasionallyyouwillreceiveacalldirectlyfromacardholderprotestingacreditcardcharge.Understandthat
allChargebacksareaoneononeproposition.Youcandealwiththeguestdirectlyordealwiththecreditcard
companydirectly,notboth.Youmayassistthemoranswerquestions,howeveriftheguesthasalready
contactedtheircreditcardcompany,politelyexplaintothemthatyounowmustdealdirectlywiththecredit
companymovingforward.


RECORDINGCHARGEBACKS
IfaChargebackisreceived,itshouldbepostedtothePropertyManagementSystem:

Retrievethereservationorfolioapplicabletotheoriginalcharge.
PosttheallowanceoradjustmenttotheappropriatecodebasedontheChargebackinformation
(e.g.Wasthisarevenueovercharge?Servicerelated?Noshowdispute?etc.).
SettlethefoliotothecodefortheCreditCardChargeback(i.e.AmexChargeback,MCV
Chargeback.Thesecodesshouldnotbelinkedtomerchantactivity.)
Note:IfyouareonmanualDailyRevenueentry,thesecodesshouldneverbecombinedwith
yourcreditcardbatchtotalswhenentering,butrecordedontheseparatelinesfor
Chargebacks.

IfaChargebackisreceivedthatstatesthecardholderwasalreadycreditedforthecharge,
neverissuearefundtotheguestscreditcardinthePMS.
RetrievalRequestsshouldneverbepostedtothePMS.Theseareinformationrequestsonly
anddonotreflectanyloss.

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