What is a Chargeback?
A chargeback happens when a traveler disputes a payment with their bank or card provider. The funds are reversed back to the traveler unless we successfully prove that the service was valid and delivered.
Since all payments are processed through Triply, chargebacks are raised against Triply. However, they relate to your traveler transactions, so we’ll work together to resolve them.
How Triply Manages Chargebacks
Notification Received
Triply Finance receives a chargeback notice from the payment provider.
We Notify You
Our Customer Success team will contact you within 24 hours, sharing the reason code and requesting evidence.
Evidence Collection
You’ll need to provide proof that the booking or service was fulfilled. This may include:
Booking confirmations or issued tickets
Invoices shared with the traveler
Communication logs (emails, chats, WhatsApp)
Cancellation/refund policy the traveler agreed to
Submission
Triply Finance reviews the documents and submits the case to the payment processor.
Outcome
If we win, the funds remain with your business.
If we lose, the funds are refunded to the traveler, and the amount is deducted from your Triply wallet.
Your Role
To maximize the chances of winning disputes, you must:
✔ Always issue tickets or booking confirmations promptly.
✔ Share quotations and invoices through Triply for clear documentation.
✔ Keep traveler communication records.
✔ Display and communicate your cancellation/refund policy.
Timelines
We’ll notify you within 24 hours of a chargeback.
You must provide evidence within 3 business days (or sooner if required).
Late submissions cannot be contested.
Important Note
Frequent chargebacks may lead to payment holds until issues are resolved.
High-value chargebacks (> $1,000) are escalated to senior management for review.
🔒 Triply is here to support you.
Our goal is to protect your revenue, maintain strong traveler trust, and ensure compliance with payment providers.