How to Submit Payment Dispute Evidence | RoverPass

How to Submit Evidence for "Credit Not Processed / Refund Not Received" Claims

These disputes usually come down to a disagreement about your cancellation or refund policy and whether that policy was followed.

There are two common scenarios:

  • The camper says they cancelled but were still charged.
  • The camper says they were promised a refund but never received it.

“I cancelled but was still charged”

Usually, one of these situations applies:

  • The camper requested a cancellation after your cancellation deadline.
  • The camper never submitted a cancellation request, even though they intended to or mentioned it verbally.
  • The camper cancelled within the allowed timeframe but still owed a cancellation fee under your published policy.

What evidence should you submit?

Show that your policy was clear

Provide documentation showing what the camper agreed to when they made the reservation, such as:

  • Booking confirmation — Showing the cancellation policy provided at the time of booking.
  • Terms agreement — Evidence that the camper accepted your terms during the booking process.
  • Listing or policy information — Documentation showing how the cancellation policy was presented to the camper.
Show what happened: Provide records that establish the timeline:
  • Cancellation records — Showing when the cancellation request was received.
  • A timeline of events — Compare the cancellation request date with your published cancellation deadline.
  • Reservation and stay records — If the camper claims they cancelled but ultimately stayed, provide documentation showing that the stay occurred.
  • Communication with the camper — Emails or messages related to the cancellation request.

The goal is to clearly show what your policy said, what the camper agreed to, and when the cancellation actually occurred.

“I was promised a refund and never received it”

Handle this type of dispute carefully. If you agreed to provide a refund and did not process it, the camper may have a strong case for disputing the charge.

What evidence should you submit?

Provide:

  • Your refund policy and evidence that the camper agreed to it.
  • Refund records showing any refund that was already issued, including the date and amount.
  • Written communication with the camper about the refund.
  • Reservation and cancellation records that help explain why the refund was or was not issued.


If you already issued a refund before the camper filed the dispute

Submit evidence showing that the refund was already processed. This is especially important because the camper may have received their money back and then disputed the original charge separately.

Include:

  • A screenshot of the Payments tab in RoverPass showing the refund.
  • The refund amount and date.
  • Any available refund confirmation or transaction details.
  • Any written communication with the camper confirming the refund.

Make it clear in your dispute response that the camper was already refunded before the dispute was filed.

Important: A refund and a chargeback are separate transactions. If a camper receives a refund and later files a dispute for the original charge, the dispute can still be opened. Providing proof of the original refund is therefore critical.


If you promised a refund

If you agreed to provide a refund, review the situation carefully before deciding whether to challenge the dispute.

If the refund was legitimately promised but never processed, resolving the issue may be a better option than submitting evidence that does not support your position.

Always document refund agreements in writing and process agreed-upon refunds promptly.

How to prevent cancellation and refund disputes

A few simple practices can help prevent misunderstandings:

  • Include your cancellation and refund policies in your confirmation emails.
  • Require cancellation requests in writing whenever possible.
  • Confirm cancellations in writing.
  • Document all refund agreements and decisions.
  • Process agreed-upon refunds promptly.
  • Avoid making refund promises without documenting them.

If you agree that the camper should receive a refund

If you believe the camper should receive their money back, contact the camper and ask whether they can withdraw the dispute before you issue the refund.

If the dispute is withdrawn, the dispute process can close without a dispute decision. If you accept the dispute instead, a $15 bank fee may apply.

Alert

Important: Refunds and adjustments cannot be processed while a dispute is open. The dispute must be withdrawn or otherwise closed before a refund can be processed.


🧾 Submitting Your Evidence

Once you choose to challenge a dispute, upload your evidence to the form linked in the email you received before the deadline shown. This is your only opportunity to communicate with the card issuer—no back-and-forth is allowed.

Alongside your documents, it's essential to provide a clear, concise, and factual explanation of the situation.
 This written statement should:

  • Summarize the key facts of the transaction

  • Explain why the dispute is invalid

  • Help the card issuer understand your position quickly and easily

Think of it as telling your side of the story—keep it professional, objective, and backed by evidence.

Make sure your submission is:

  • Clear and easy to read

  • Relevant to the reason for the dispute

  • Well-documented with supporting files (PDFs, images, screenshots)



How the Payment Dispute Process Works — Learn about the dispute timeline, deadlines, and what happens after a camper files a dispute.
How to Prevent Payment Disputes — Learn how to reduce the risk of disputes and chargebacks.
How to Submit Evidence for a Payment Dispute — Learn what evidence to provide and how to submit it.
How to Handle a Payment Dispute  —  Check this article, if you've determined that the camper should receive a refund.

Still Need Help?

If you have questions or need support with a specific case, reach out to our Customer Success team. We’re here to help.