Liability shift

Why it matters in travel

For travel, liability shifts are one of the few levers that meaningfully reduce chargeback exposure on high-value card-not-present bookings. A robust authentication flow is the difference between defending fraud chargebacks at high cost and not having to defend them at all.

The economics of a single fraud chargeback on a £6,000 booking are unforgiving. Even if representment succeeds, the operational hours spent gathering evidence — supplier confirmation, communication trail, authentication logs, delivery proof — usually outweigh the recovered amount. Multiply that by an exposed quarter and a single hole in the authentication setup becomes a real line in the P&L.

The teams that lean into liability shift treat authentication as a product question, not a compliance one. They invest in flows where the customer experiences a single biometric prompt inside their banking app and is back to checkout in seconds, rather than the older redirect dance that broke conversion. The shift in chargeback liability comes as a side effect of building the better customer experience.

How felloh helps

felloh records the authentication evidence that drives a liability shift alongside the booking, so when a chargeback does land the shift can be invoked with the evidence already in place.

The Transactions view in the dashboard records the 3DS outcome, exemption claim and liability-shift status against the booking, so the evidence is preserved before any dispute arrives. The Chargebacks workflow surfaces representment cases where the shift applies, so the response either invokes the shift or moves to the next evidence pack as appropriate.

For travel businesses defending high-value CNP disputes, the shift becomes a routine outcome rather than a case-by-case argument. Chargeback win rates rise, representment effort drops, and authentication policy gets tuned against measured outcomes.