Important: This article is for Integrated Property Managers (IPMs).

As an IPM, you are responsible for processing traveler payments through your payment processor.


Traveler payment errors

If a traveler’s original payment method fails, contact them directly to request a new payment method or correct insufficient funds. If you’re unable to collect payment, cancel the reservation for non-payment. 

Note: Vrbo don’t receive traveler balance updates from your software or payment processor. It’s your responsibility to collect payment before check-in. 


Payment not collected before check-in 

It’s your responsibility to ensure payment is completed before sending check-in instructions to a traveler. As you are the Merchant of Record, Vrbo cannot request payment on your behalf before or after a traveler checks in. 


Traveler chargebacks

If a traveler chooses to perform a chargeback, the chargeback process is conducted between you and the traveler’s bank. As you are the Merchant of Record, Vrbo don’t mediate or provide reimbursement for chargeback losses.
 

Contact your integrated software provider or payment processor for more information about processing payments.