A chargeback occurs when a cardholder contacts their bank to initiate a reversal of a payment made on their credit card. Chargebacks arise for a variety of reasons but generally they are the result of a cardholder changing their mind, being dissatisfied with their purchase, or reporting unauthorized use of their card.

If your traveler initiates a chargeback on the payment of their reservation, you will see this in your account in the Payments section. The status of their payment will read as Reversed.  If you notice a Reversed status, we recommend you contact your traveler immediately and make sure the traveler resubmits their payment or makes other arrangements.

If you have any questions about a chargeback, you will need to contact your payments vendor or financial institution. If you use HomeAway Payments, contact VacationRentPayment at 1-866-210-6106. They are open 24 hours a day, 7 days a week. Email support is available at HomeAway@VacationRentPayment.com. HomeAway Customer Support will not be able to assist in this matter.