When a guest disputes a charge with their bank, the disputed amount is automatically debited from your WanderOS payout balance. You then have a fixed window (typically 7-10 days from notification) to submit evidence to the card issuer.
The card issuer rules. If you win, the funds are returned. If you lose, the chargeback stands and a dispute fee applies.
This article covers what to do the moment a chargeback lands. For the broader policy on refunds vs chargebacks, see How are refunds and chargebacks handled?.
Important: You are the Merchant of Record on every booking. Chargebacks come out of your balance, not Wander's. Responding fast and submitting strong evidence is what protects your revenue.
What happens when a guest files a chargeback?
The guest contacts their bank or card issuer to dispute the charge.
The disputed amount, plus a hold for the dispute fee, is automatically debited from your WanderOS payout balance.
You receive a notification by email and in your WanderOS dashboard.
You have a deadline (set by the card issuer, usually 7-10 days) to submit evidence.
The card issuer reviews and rules. The decision is final.
Step 1: Find the disputed reservation
Go to app.wander.com → Reservations.
Search by the guest's name, email, or the reservation ID from the chargeback notification.
Open the reservation and review the full booking detail card.
Step 2: Gather evidence
The strength of your evidence is the single biggest factor in winning a chargeback. Pull together:
The booking record. Reservation ID, dates, listing, total amount.
All guest communication. Messages between you and the guest before, during, and after the stay. Copy the full thread.
House rules acknowledgment. Proof the guest accepted your house rules and cancellation policy at checkout.
Cancellation policy at time of booking. Screenshot or copy of the policy the guest agreed to.
Stay confirmation. Door codes, check-in messages, smart-lock logs, or anything that shows the guest accessed the property.
Photos. If the dispute is about property condition, photos taken before and after the stay.
Receipt of any refunds already issued. If you partially refunded the guest, include the refund record.
Step 3: Submit your evidence
Open the chargeback notification email or click the dispute alert in your WanderOS dashboard.
Use the link provided to upload your evidence package to the card processor. The following details are typically required:
Submit before the deadline. Late submissions are an automatic loss.
If you can't find the upload link or the deadline is unclear, contact [email protected] immediately with the reservation ID.
Step 4: Wait for the ruling
Decisions typically take 30-90 days, sometimes longer.
You can't escalate or appeal during the review window.
If you win, the disputed funds and any held fees are returned to your balance.
If you lose, the chargeback stands and a dispute fee (typically $15-$25 depending on the card network) is deducted.
How do I reduce chargebacks in the first place?
Document every guest interaction in writing. Use the reservation message thread, not personal text or phone calls.
Make your cancellation policy unmistakable. Confirm the policy displayed at checkout matches what's in your PMS.
Send check-in instructions through the platform so there's a timestamped record the guest received them.
Address complaints during the stay. Guests who feel ignored at the property are far more likely to dispute the charge after.
Take photos at turnover. Before and after each stay, especially for high-value properties.
Refund proactively when appropriate. A small goodwill refund is almost always cheaper than a lost chargeback plus fees.
Common chargeback reasons and how to respond
Reason given by guest | Strongest evidence to submit |
"I didn't book this" (fraud) | Booking IP, email confirmation, ID match if collected |
"Property wasn't as described" | Listing photos, amenities list, guest messages confirming |
"I never stayed" | Smart-lock logs, check-in messages, photos with timestamps |
"I cancelled but wasn't refunded" | Cancellation policy at time of booking, refund history |
"Service was unacceptable" | Message thread showing how issues were addressed |
When should I contact Wander support?
Contact [email protected] if:
You can't locate the dispute upload link.
You need help interpreting the dispute reason code.
The chargeback amount on your balance doesn't match the guest's booking total.
You believe the chargeback was filed in error or is fraudulent.
Wander support cannot dispute the chargeback for you — only you can submit evidence — but we can help you understand the process and the best evidence to submit.