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Package Travel Protection
Payments
Traveller Support

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Package Travel Protection
Payments
Traveller Support

Onboarding

4

Onboarding Process
Documents required for Onboarding
Step by step guide to completing the Trust My Travel application form
Onboarding FAQs

Integration

8

Direct Integration: API
Indirect Integration: Third Party Systems
- Integrate via your Reservation System
No Integration Required
- How to create a Manual Booking

Frequently Asked Questions

15

Transaction Decline FAQs
Selecting a Base Currency FAQ’s
3D Secure FAQs
Accepting Payment FAQs
Allocation FAQs
API Integration FAQs
Chargeback FAQs
Email Receipt FAQs
Interchange Plus (IC++) pricing FAQs
Manual Booking and Payment Link FAQs
Multi-Currency Pricing FAQs
Onboarding FAQs
Refund FAQs
Rolling Reserve FAQs
Trust Protects.Me logo FAQs

Accepting Payment

20

Accepting Payment FAQs
Card Scheme Rules
Alternative Payment Methods
How to view your Processing Channels
How to check the status of a Processing Channel
How to add a new Processing Channel
Transactions
Refunds
Fraud Tools including 3D Secure

Declaring Transactions for Protection

4

Option 1: Email the Support Team
Option 2: Use the “Bulk Upload” button for CSV files
Option 3: Uploading Transactions for declaration via API
Option 4: Manually declare a Transaction

Chargeback Management

9

What is a Chargeback?
Chargeback email notifications
Disputing a Chargeback
Dispute Codes and Supporting Documentation
What is a Retrieval Request?
Pre-Arbitration
Chargeback Statuses
Chargeback updates to the Infinity Platform -Q4 2022
Chargeback FAQs

Getting Paid

9

Pay-outs
Release Schedules
Trust My Travel fees and terminology
How to export / download a Statement
Understanding Exported Statements
Add or Update your Bank Details
Trust Ledger

Glossary

1

Glossary

Navigating the Infinity Platform

41

Accessing the platform
- Setting your Password
Main Menu > Dashboard tab
- Your Platform Homepage
Main Menu > Bookings tab
Main Menu > Channels tab
Main Menu > Transactions tab
Main Menu > Ledger tab
Main Menu > Statements tab
Your Analytics page
- Dashboard Analytics
Main Menu > Allocations tab
Main Menu > Credits and Debits tab
- Credits and Debits Tab

Compliance

2

Displaying the Trust Protects.Me logo
Card Scheme Rules

Home
Knowledge Hub
Navigating the Infinity Platform
Main Menu > Bookings tab

Main Menu > Bookings tab

Amending a Payment Request on the Dashboard
How to locate a specific Booking
Unique Trust ID’s for Bookings and Transactions
How to check the status of a Booking
Manual Bookings

Get Started

Quick Links

Support

Integration Documentation

Traveller Support

Terms

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Trust My Travel Terms of Service

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