A chargeback happens when a cardholder disputes a charge with their bank, which pulls the funds back from the merchant — here, the property — while it investigates. Common triggers are an unrecognised charge, a guest who feels a booking term was not met, or fraud. The property can contest it with evidence, but chargebacks cost time and sometimes a fee.
Clear booking terms, an itemised confirmation, a recognisable billing name, and an easy way for guests to reach the property all reduce chargebacks — most disputes start with confusion, not bad faith.
Why it matters for direct booking
When you take card payments directly with Book & pay, clear confirmations and visible cancellation terms are your best defence against chargebacks. Owning the guest relationship — an easy way for them to message you first — heads off most disputes before they reach the bank.