When using Wander Sites, understanding your financial responsibilities regarding disputes and fraud is essential for protecting your revenue.
Key Point: The Property Manager is the Merchant of Record
For Wander Sites, the Property Manager (PM) is the Merchant of Record (MoR). This means the PM carries direct financial responsibility for:
Chargebacks: Any disputed transactions.
Fraud Losses: Any revenue lost due to fraudulent bookings.
Refunds: All guest-initiated or property-initiated returns.
Note: Any chargeback losses and associated fees will be deducted directly from the PM’s payout.
The Dispute Process
Since payments are processed through Stripe Connect, all disputes are managed directly within your Stripe Dashboard.
Notification
When a guest disputes a charge, you will receive a notification via email and in your Stripe Dashboard. Stripe will temporarily hold the disputed amount plus a standard dispute fee.
Evidence Submission
To win a dispute, you must submit robust evidence through your Stripe Dashboard. Recommended documentation includes:
Booking Agreement: Signed by the guest at the time of booking.
Policies: Your cancellation and refund policies as agreed to by the guest.
Communication Logs: Records of all interactions with the guest.
Proof of Service: Check-in/check-out records or digital lock access logs.
Identity Verification: Guest ID records if available.
Timeline
The window to respond is narrow—typically 7–21 days depending on the card network. Stripe will list the exact deadline in the dispute details.
Wander's Role
While Wander provides advanced fraud detection tools (such as Stripe Radar and Elephant), we do not manage or fight disputes for Sites bookings. Financial liability rests solely with the Property Manager.