Dispute resolution_

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.

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.

The Chargebacks workflow in the dashboard assembles representment evidence from the booking record automatically — payment authorisations, supplier confirmations, customer correspondence, refund history. Risk Analysis tracks dispute outcomes by reason code and acquirer so policy adjustments can be measured against win rates.

For dispute teams handling chargebacks alongside customer-initiated refunds and ombudsman queries, the same record answers every question. Resolutions land consistently regardless of which channel raised the dispute, and outcomes feed back into the policies that prevented the next one.