Who is financially responsible?
You are. Because you're the Merchant of Record, refunds and chargebacks come out of your payout balance.
How do I issue a refund?
Go to Reservations in the left sidebar and search for the reservation.
Click the reservation to open its details card.
Click the Refund button in the bottom right of the card.
Issue a full or partial refund.
The amount is returned to the guest's card and deducted from your payout balance. If your balance is insufficient, future booking revenue fills the gap before any payout occurs.
What happens if a guest disputes a charge?
The guest disputes the charge with their card issuer.
The disputed amount is debited from your balance automatically.
You'll be notified and can submit evidence (booking record, guest communication, house rules acknowledgment, photos).
The card issuer rules in favor of the guest or the property manager.
If you win, the funds are returned to your balance. If you lose, the chargeback stands and a dispute fee applies.
How do I reduce chargebacks?
Document everything. House rules acknowledgment, guest messages, check-in confirmations.
Respond quickly to guest issues. Most chargebacks start as unresolved complaints. See How do I resolve guest disputes?.
Keep clear cancellation policies. Vague terms favor the cardholder in disputes.