Xeni guarantees against "card fraud" claims - specifically, claims that the purchase was unauthorized. If a traveler claims they did not authorize a transaction, you will not be liable for that charge.
Xeni also assumes responsibility for any chargebacks that are due to technical or vendor error (false information in the booking data, hotel refusing to honor a confirmed reservation, etc).
Xeni does not assume responsibility for "friendly fraud" by your travelers. This includes false claims of "credit not processed" (traveler pretends they asked for a refund or expects a refund of a non-refundable booking), "product not received" (customer uses the stay and pretends they did not, or misses a non-refundable booking and tries to avoid paying for it), or "product not acceptable" (client did not like their travel).
Xeni is your technology partner and has implemented world-class systems to protect against fraud. Our blockchain technology also provides an auditable trail of any requests for cancellation or refund. If your client attempts to invalidly charge back a booking, we will vigorously fight on your behalf. However, for any lost chargebacks that are the agency's responsibility, associated costs will be deducted from commissions.
Stolen cards and friendly fraud
Chargebacks: 1) Stolen credit cards: Xeni has implemented Riskifed, a leading fraud indemnification platform. We guarantee that you will not be liable if a customer claims they did not authorize a transaction. 2) "Friendly fraud": sometimes, travelers decide they just don't want to pay for travel they purchased. This can happen if they were dissatisfied with their experience, or if they simply are trying to dodge paying. We suggest you remind all of your clients in advance that they should reach out to you immediately if they are dissatisfied or have any problems with their travel, rather than filing a chargeback.
Protecting your site
Xeni provides our subscribers with the ability to block travelers from their site. We advise that you keep an eye on traveler signups and make sure you trust them.
What Xeni does when a chargeback is filed
Xeni immediately blocks as a future user anyone who files a chargeback. We will also fight chargebacks if the user has simply tried to dodge paying for their validly purchased travel.
Financial responsibility
Per your white label subscription agreement, your agency is responsible for covering both the fines and dollar amount of any invalid, "friendly fraud" chargeback. These will be deducted from your commissions.