You are required to obtain permission from the cardholder prior to charging the card. The onus is on you to prove permission was obtained. However, authorisation does not guarantee payment.
Card Not Present (CNP) Transactions:
You are liable for all keyed/order and telephone transactions (MO/TO) which are also referred to as card not present transactions. Internet transaction liability will vary depending on the transaction authentication for you and the Card Issuer perspective when 3D Secure (Verified by Visa/Mastercard Secure) is utilised.
This refers to the documentary evidence which you must present within the time frames in response to a retrieval and chargeback notification presented to them by their acquirer. If the evidence is not provided as requested, the acquirer will not be able to defend the chargeback.
The acquirer has the right to charge the compliance or arbitration fee for each case that is filed with the Association on your behalf.
Hotel bookings (no shows):
You can charge for one night stay only, the full amount cannot be charged to the cardholder. The onus is on you to prove the Terms and Conditions were accepted by the cardholder.
A refund can only be processed on the card initially presented for payment. The refund must be equal to or less than the value of the original debit sale. Under no circumstances must a cardholder be given a refund by any other means e.g. cash or cheque.
Processing more than one transaction for a single purchase in order to obtain authorisation is not permitted under the Card Association rules and must not be done under any circumstances (one transaction, one authorisation code).
To ensure chargeback and retrieval cases are addressed promptly, please ensure all requested documentation supplied to the Elavon Chargeback Team is legible and sets out all requested information. You are contractually obliged to retain transaction documentation for a minimum period of 13 months from processing date.