Cardholders can dispute a transaction on their credit card statement for various reasons. Here are some of the most frequent:
It is important to also check the details on your extranet to see if the extranet has refunded the guest. If the extranet has refunded the guest you will need to refund the Virtual Card.
Possible reasons for Virtual Card disputes:
- The amount taken on the card is incorrect (this can be due to currency and the exchange rate).
- The transaction was done twice (this could be when the transaction is done through NightsBridge as well as manually by the property).
- Incorrect Virtual Credit Card used for a different booking.
- Fees were waived -- the amount to transact is less or there is no amount. (usually happens with no-shows or canceled bookings after or on arrival date).
- Cancellations due to Force Majeure, more details here.
Important: Reversals/Refunds must always be done via PayBridge back into the Virtual card -- you can follow up with the Extranet.