Refunds – Package Travel Protection

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Onboarding

4

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

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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
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Accepting Payment

20

Accepting Payment FAQs
Card Scheme Rules
Alternative Payment Methods
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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

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Add or Update your Bank Details
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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

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Accepting Payment
Refunds

Refunds

How to process a full or partial Refund
Errors when Refunding
Refunding a legacy platform booking

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