Chargebacks

Notification of chargebacks will be sent in the form of an email to a nominated GuestPay contact. The notification will contain basic information relating to that case, However, you can log into the Omnipay RAM tool to access further details.

• Navigate to the Chargebacks Tab > Case List
• Status: All
• Date
• Merchant No: Input your MID
• Limit Results: No Max
• Search

If you are having issues logging into the Omnipay RAM tool, please contact support@guestline.com

To locate a specific chargeback, click on the Case ID/VROL or ARN. All information relating to the chargeback transaction will be found here.

All Chargebacks received are set to status Closed. The chargeback amount is also debited. 

Choosing not to challenge the chargeback and Accepting liability?
Should you wish to accept liability for a chargeback received there is no further action to be taken, a refund MUST NOT BE ISSUED as the card holder would have already been credited.

Challenging the chargeback?
If you wish to challenge this chargeback, they require the following evidence to be sent directly to chargebacks@trustpayments.com 

Documents must be submitted within 10 days of the chargeback notification.

In order to challenge the Chargeback, the evidence/documentation which needs to be forwarded to Trust Payments needs to be as follows:

• All proofs including your detailed summary of the facts for example, invoices, emails. highlighted terms and conditions
• PDF - 18 pages or less, 10 MB or less, labelled with the ARN (Acquirer Reference Number)
• To merge documentation you may make us of this website: https://www.ilovepdf.com/merge_pdf
• If this is the first stage of the dispute, documents must be received by Trust Payments within 10 days of the date of notification, and for all other stages please refer to the link for timescales.
  https://help.trustpayments.com/hc/en-us/articles/4402373329937-Fraud-and-chargebacks-guide 

Please also note:

• If cases are sent in a bulk, it’s important to send them in a Zipped file.
• If the documentation is not in English, this must be translated as per Card scheme requirements.
• Full card details should never be included.
• Audio and Video files will not be accepted.

Further information about chargebacks and there various phases can be accessed on the Trust Payments website here.