How to Protect Against Chargebacks in SertifiPay

SertifiPay includes built-in chargeback protection — Sertifi monitors for disputes, investigates, and submits evidence on your behalf. This article explains how chargebacks are handled and what you can do to maximize your protection.

How Sertifi handles chargebacks

When a guest files a chargeback on a SertifiPay payment, Sertifi is notified automatically. Sertifi will:

• Alert your property that a chargeback has been filed
• Investigate the transaction and collect evidence
• Organize and submit the evidence to the card network on your behalf

You do not need to manage the dispute process yourself — Sertifi handles the submission.

How to maximize your chargeback protection

The strength of your chargeback defense depends entirely on what documentation is attached to the payment. Follow these best practices for every payment request:

• Attach the signed contract or invoice with cancellation policy to every payment request before sending.
• Include payment amounts and schedules in all signed documents.
• Make sure the cardholder signs the document — this is what activates 3D Secure authentication.

What is 3D Secure and why does it matter?

3D Secure is a two-factor authentication step that occurs when a guest signs a Sertifi document. When triggered, it shifts the liability for fraudulent chargebacks from the hotel to the card issuer. This means if a guest claims they did not authorize a charge, and 3D Secure was triggered when they signed, the card issuer bears the liability — not your property.

3D Secure only activates when the guest signs the document. Payments sent without a signed document do not qualify.

Important: what does not qualify for chargeback tools

eAuthorizations (the traditional authorization form process) do not qualify for SertifiPay's chargeback tools, ACH payments, or surcharging. These features are exclusive to SertifiPay payments tied to signed documents.

Setting up automated payment reminders

By default, guests receive reminder emails 3 days and 1 day before a payment is due. To customize:

1. Go to Administration > Account Settings > Default Reminders & Notifications.
2. Click Add Rule.
3. Set the number of days and select before payment due.

Still need help?

Contact Sertifi Support at [e-mail].