Dispute resolution is the process by which disagreements between a customer, merchant and issuer over a payment are investigated and decided. It includes chargeback handling, pre-arbitration and arbitration under scheme rules, and parallel processes for direct debit, bank-transfer and alternative-method disputes. Outcomes can return funds to the customer, to the merchant, or split the cost depending on the evidence.
Travel payments glossary
Dispute resolution
The process of resolving a disagreement between a customer, merchant and issuer over a payment.
Why it matters in travel
Travel disputes often touch the booking, supplier payment, communication and refund record at once. The evidence to resolve a dispute is rarely in one system, which is what makes representment expensive in operational hours.
Each travel dispute is an investigation in miniature. The agent took a payment in March, the customer cancelled in May, the supplier was paid in June, the refund was processed in July, the chargeback arrived in September. Reconstructing the timeline from five systems takes hours; reconstructing it from a single booking-level record takes minutes.
The travel businesses with healthy dispute-resolution practice treat the booking record as the source of truth and invest in keeping it clean as events happen, not when a dispute requires it. The businesses that scramble at dispute time accept disputes they could have defended successfully simply because the evidence cost too much to assemble in time.
How felloh helps
felloh keeps the evidence needed to defend a dispute — payment history, supplier confirmation, communication trail, authentication evidence — attached to the same booking record so resolution work is fast and consistent.
Where this shows up in risk and disputes.
Dispute resolution touches more than one workflow at felloh. Start with the pages most travel teams reach for next.
- Financial Control
Control refunds, exceptions, supplier exposure and payment risk against the same booking record.
Explore - Financial Protection Data
Authentication, settlement, protected funds and refund history kept with the booking for dispute defence.
Explore - Payment Optimisation
Acceptance, decline and authentication evidence so you can act on the patterns that matter.
Explore
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Connect the dots.
See how payments, settlement, refunds and reporting evidence connect around every booking.