Chargeback Received After Processing an Authorization — What to Do

Overview

A chargeback means the cardholder's bank has reversed a payment you collected, typically due to a dispute. This article explains what to do when you receive a chargeback on a payment processed through Sertifi.

Common reasons for chargebacks

• Fraud — the cardholder claims they did not authorize the transaction
• Address mismatch (AVS) — the billing address entered did not match the bank's records
• Unrecognized charge — the cardholder does not recognize the merchant name on their statement
• Service dispute — the cardholder is disputing the quality or delivery of the service

What Sertifi provides as evidence

Sertifi eAuthorization forms serve as documentation that the cardholder provided their card details and authorized the charge. To access the signed authorization for your chargeback response:

1. Log in to your Sertifi Classic portal.
2. Go to Home > View All Files.
3. Find the folder for the disputed transaction.
4. Download the completed authorization form — this shows the cardholder's signature, card details provided, and timestamp.

Submit this documentation to your bank or payment processor as evidence when responding to the chargeback.

Preventing future chargebacks

• Always use Sertifi eAuthorizations to collect card details — physical forms do not provide the same digital audit trail
• Enable AVS (Address Verification) in your portal settings to catch address mismatches before charging
• Ensure your property name on the guest's bank statement is recognizable — contact Sertifi Support if you need to update your merchant descriptor
• Send authorization requests as close to the guest's arrival as practical

Still need help?

Contact Sertifi Support at [e-mail] with your portal name and the transaction details.