A chargeback happens when a camper disputes a charge with their bank or credit card company instead of contacting you directly.

When this happens, the disputed amount is withheld while the claim is reviewed. The card issuer then reviews the information provided and makes a decision.

The important thing to know is: the camper does not have to contact you before filing a chargeback.

In many cases, you may not know there is an issue until RoverPass notifies you. A chargeback can sometimes be filed weeks or months after the reservation or stay.

Why do chargebacks happen?

Chargebacks can happen for several reasons, including:

• The camper does not recognize the charge. They may dispute the transaction because they do not recognize the name or amount on their statement.
• Unauthorized or fraudulent transactions. Someone may claim that their card was used without their permission.
• Service-related issues. The camper may be unhappy with their stay and dispute the charge instead of resolving the issue directly with the campground.
• Billing errors. This can include duplicate charges, incorrect amounts, or charges related to a cancelled reservation.

Some of these situations can be prevented by maintaining clear records, communicating with campers, and ensuring your billing information is accurate.

See How to Prevent Payment Disputes to learn more.

What does a chargeback cost you?

A chargeback can result in:

• The disputed amount being withheld while the bank reviews the case.
• Lost revenue if the dispute is decided in the camper's favor. The disputed amount will be recovered from your payouts.
• A $15 bank fee if the dispute is lost or accepted.
• Time spent gathering and submitting evidence to support your case.

You have the right to challenge a chargeback

You are not required to accept a chargeback that you believe is invalid.

When a dispute is received, you can submit evidence showing that the charge was valid. The card issuer will review the available information before making a decision.

Strong documentation can make a significant difference when responding to a dispute. Depending on the situation, useful evidence may include:

• Reservation details
• Signed registration forms or agreements
• Check-in and check-out records
• Guest communications
• Cancellation and refund records
• Photos or other documentation showing the camper used the site or service

Keep good records

Having clear documentation available can make it much easier to respond if a camper disputes a charge after their stay.

For example, records showing that the camper checked in and occupied the site can help support your case if they claim they never stayed at the campground.

Related articles

• 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.