A chargeback is recorded in your account when a customer disputes a transaction directly with their bank and the bank rules in the customer's favor. When this happens, the funds are withdrawn from the payment processor, and if your payout for that booking was already processed, the amount needs to be recovered from your future payouts.
Viewing your chargebacks
- Go to Profile from the sidebar
- Click the Chargebacks tab
The table shows each chargeback with the date it was created, a unique chargeback ID, the associated booking ID, the amount to be recovered, how much has been settled so far, and the current status.
Chargeback statuses
Pending means the amount is being recovered from your future payouts. When your next payout is processed, the pending chargeback amount (or part of it) will be deducted.
Settled means the full amount has been recovered. No further deductions will be made for this chargeback.
Waived means Kipgo has decided not to recover this amount. This may happen in certain circumstances at Kipgo's discretion. Waived chargebacks have no impact on your future payouts.
How recovery works
When you have a pending chargeback, the amount is automatically deducted from your next payout. If the chargeback amount is larger than your payout, the full payout is applied toward the chargeback and the remaining balance carries forward to future payouts until fully settled.
The "Settled" column shows how much has been recovered so far, so you can track the progress.
For more details on how chargebacks and deductions work, see the Dispute Resolution Policy.