Disputing your invoice

Updated 5 days ago | 5 min read
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Partners receive commission invoices based on reservations from the previous month. It’s the partner's responsibility to review each reservation within 48 hours of a guest’s check-out to make sure the property is invoiced the right amount. 

If you believe your property has been charged incorrectly after the invoice is issued, you can address this as a dispute to us.


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How to avoid incorrect invoices

Requesting and waiting for credit notes is time-consuming. To prevent incorrect invoices, keep the following in mind:

  • Marking changes on time
    Mark any change to a reservation on the Extranet within 48 hours of check-out so it’s correctly reflected in our commission billing. This includes marking no-shows and cancellations. If you fail to mark a no-show, guests will still be able to leave a review, which then serves as proof of a completed booking. Read this article to learn more.
    It’s your responsibility to mark these changes. This is in accordance with our General Delivery Terms (GDT). If the changes aren’t marked within 48 hours of check-out, you’ll be charged full commission on the original booking. If you’re unable to mark these changes on the Extranet, contact Customer Service.
  • Marking a credit card as invalid
    In cases of non-refundable or partially non-refundable reservations that haven’t been charged to the guest’s credit card, you’ll need to mark their card as invalid. Failure to do so will result in us charging you commission on the reservation.

    Follow these steps to mark a credit card as invalid:
  1. Log in to the Extranet
  2. Click Reservations 
  3. Click the guest’s name or booking number, then select Mark credit card as invalid

How to dispute a commission invoice and request a credit note

If you believe your property received an incorrect invoice, you can dispute the commission and request a credit note on the Extranet for reservations made within the last three months. A dispute isn’t guaranteed to be accepted.

To submit a dispute, follow these steps:

  1. Log in to the Extranet
  2. Click Finance, then select Reservation statements.
  3. Choose the invoicing period.
  4. Find the reservation you want to open a commission dispute for and select it.
  5. Check the box under the field marked Dispute commission amount.
  6. Click Dispute reservation in the Remarks column.
  7. Select a reason for the dispute, specify the details, and enter the amount paid by the guest.
  8. Click Next.
  9. Review your claim, then click Submit dispute.

It can take up to 14 business days for us to process your request. Once we do this, you’ll receive a notification in the Extranet inbox. Until then, there’s no need to contact us for an update.

When a dispute is approved and we’ve confirmed that we’ll correct an invoice, we’ll issue a credit note. The credit note will show the amount to be deducted from the original invoice. Remember, you can only dispute commission for reservations that have been invoiced. For more information on credit notes, read this article.
If your dispute request is rejected, you’ll receive a notification in the Extranet inbox and will be expected to pay your disputed invoice in full before its due date. 


How to view the status of your dispute request

To view the status of your dispute request, follow the steps below:

  1. Log in to the Extranet
  2. Click Finance, then select Reservation statements.
  3. Choose the invoicing period.
  4. Find the reservation you disputed and check its status on the right side of the list.
  5. Once a dispute is submitted, this is where you can view its date, amount, and number of reservations.

Dispute status:

A dispute’s status may be displayed with any of the three icons below:

  • The dispute is being processed. This can take up to 14 business days.
  • The dispute has been declined. 
  • The dispute has been approved. When a dispute is approved, you’ll receive a credit note. Find more info on credit notes here

How to dispute other invoices

If you receive another non-commission invoice and have proof of being billed incorrectly, you can address this dispute to us in writing via the Extranet inbox.

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