As an Integrated Property Manager (IPM) and the Merchant of Record, you are responsible for processing traveler payments through your payment processor.

 

Traveler payment errors

Important: Vrbo does not receive updates about traveler balances from your software or payment processor. It is your responsibility to confirm payment before check-in.

  • If a traveler’s payment fails, contact them directly to request a new payment method or correct insufficient funds.
  • If you cannot collect payment, cancel the reservation due to non-payment.

 

Payment not collected before check-in

  • You are responsible for confirming that payment is complete before you share check-in instructions with a traveler.
  • Because you are the Merchant of Record, Vrbo cannot request or collect payment on your behalf. This applies both before and after the traveler checks in.

 

Traveler chargebacks

  • If a traveler disputes a charge with their bank, the chargeback process occurs between you and the traveler’s bank.
  • Because you are the Merchant of Record, Vrbo does not mediate chargeback disputes or reimburse losses related to chargebacks.

 

Where to get additional help

For more information about processing payments, contact your integrated software provider or payment processor.