A chargeback occurs when a cardholder asks their bank to reverse a payment made on their credit card. Chargebacks happen for a variety of reasons, such as unauthorized use of the card or dissatisfaction with the purchase. 
 

Fraud-related chargebacks 

For all bookings made on our site, our fraud-detection engine helps reduce the risk of fraudulent transactions on our platform, which in turn reduces the risk of fraud-related chargebacks. For payments processed through our platform, a dedicated team works behind the scenes to gather the information needed and dispute chargebacks on your behalf. 
 
However, the credit card company makes the final decision regarding chargebacks. If they reverse the charge, we can't overturn that decision. 
 
Vrbo has the right to penalize guests who abuse the chargeback process. We review chargebacks for validity on a case-by-case basis and act when appropriate. 
 

Tips to prevent chargebacks 

  • Set up and honor your House Rules and Cancellation Policy. The best way to protect yourself is to be upfront about what you expect from travelers and honor your refund and cancellation policies. 
  • Provide an accurate description of the property, an up to date list of amenities, and recent photos. 
  • Be proactive and responsive. Try to address any guest concerns in a timely manner, before they escalate into a dispute. 
  • Document all your conversations before, during, and after the stay in writing and through our secure messaging platform. Confirm policies and agreements in writing, including any refunds. 
  • Issue refunds through our platform and in the same method of payment of the original transaction. When refunding outside of the platform is necessary, make sure to document the details through our secure messaging system.