The funds cannot be returned until notice is received from the card issuer that the chargeback is cancelled or until we have confirmed that our dispute of the chargeback was successful. You can instruct your guest/renter to ask his/her bank for a letter that the chargeback is cancelled and provide a copy of that letter to you. You can provide us a copy of that letter, so we can attempt to dispute the chargeback. Until you receive this document from your guest and forward that to us, it is important to assume that your guest has not paid for his or her stay and/or continue to fight the chargeback using the other relevant documentation for the chargeback reason (see “Can I dispute a Chargeback?” section for further details).
My guest told me that he cancelled his/her chargeback, so why have I not received the funds yet?
