How do I raise a chargeback?

This article outlines the chargeback process and what is required to submit a chargeback request to us.

Before raising a chargeback please ensure it meets the criteria below:

• It is within the required timeframes
• Dispute amount is at least 25 GBP (or equivalent if raised in a different currency)
• The dispute fits within one of the chargeback categories
• You can provide the minimum evidence required
  
  

If you are unsure please raise a ticket with our customer support team here.

 

Documentation

You will need to complete the following documentation when submitting a claim: 

1. The relevant dispute form from the table below
2. Flight Chargeback spreadsheet from table below (if applicable)
3. A single PDF evidence document for each claim. The evidence required will vary depending on the type of claim. This is covered below.
   
   

Goods and services not provided or failed travel merchant

• Proof that you contacted the shop, supplier to request a refund and that you did not receive a response and/or that the refund was declined or not received
• Proof that you have paid for the goods and services such as a copy of invoice or purchase confirmation
• Proof that the goods and services have not been delivered for example notification of flight cancelation
• Evidence that the travel merchant is no longer operating

Chargeback forms 

Name	Description	Link to document
Goods and services not provided dispute form	Complete this form if you are disputing a transaction because you have not received what you have paid for and the supplier has failed to provide a refund.  You may also use this form if you have been charged for the same goods and services twice e.g. flight or hotel booking. However, if you have made a duplicate booking in error, you cannot make a claim	📄
Failed travel merchant dispute form	Use this form if you have not received goods and services because the supplier has paused or ceased trading	📄
Flight Chargeback spreadsheet	Complete this table and include when submitting the "goods and services not provided dispute form" only	📄

Submission

Once you have compiled the relevant documents, please raise a chargeback support ticket via our customer portal and attach the documents.

Please note that whilst we review the documents before submitting to our card issuer, you are responsible for ensuring the accuracy and completeness of the information provided.

If more documentation is required by us or our card issuers before submission, we will let you know by responding to your email.

Feedback

We will confirm back to you once our card issuer has submitted the chargeback to the scheme and provide you with an expected resolution date.

Resolution

If your claim is successful, the chargeback will be paid into your Pax2pay funding account. We will confirm once this has happened and provide you with the payment details for your records. 

If the merchant disputes the claim, we will let you know. You will then have the opportunity to provide a response as to why you disagree with the dispute and provide more evidence if applicable.