Reasons you may be requested to provide additional support for an enquiry
- Legal Request
- Fraud Analysis
- Cardmember requires signed support
- Cardmember does not recognise transaction
- Cardmember does not agree with transaction amount
- Documentation lost in transit
- Documentation previously sent illegible
- Cardmember needs for personal records
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Reason for Enquiry |
Documentation Required |
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All |
Signed and itemised rental agreement
Acknowledgement of Responsibility, signed and dated by the Cardmember after damages were incurred |
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All |
Itemisation, the shipping date and shipping address
If ordered by mail, signed support of delivery to the Cardmember's billing address |
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All |
Signed support and itemisation |
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Advance deposit or payment |
Proof of confirmation |
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Unauthorised charge |
Signed authorisation |
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No knowledge |
Proof of reservation |
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Overcharged |
Itemisation of the entire Charge and copy of the signed registration |
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Duplicate billing |
Signed support and itemisation |
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Billed for stay and no show |
Proof of reservation and copy of the folio for the stay |
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Cancelled advance deposit or Payment reservation |
Proof of confirmation and a copy of the cancellation policy |
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Merchandise received, requests return instructions |
Copy of the return policy if merchandise cannot be returned |
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Duplicate billing |
Signed support and itemisation |
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Overcharged |
Detailed itemisation |
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Merchandise received damaged |
If return is not permitted, copy of the return/refund policy |
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Order cancelled |
Copy of the cancellation policy along with proof of delivery |
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No knowledge |
Signed support and itemisation |
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Not received |
Signed proof of delivery with delivery address |
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Cancelled contract |
Copy of contract / agreement indicating the cancellation policy |
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Recurring billing/discontinue billing |
Copy of the cancellation policy |
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Membership cancelled |
Copy of the signed membership contract indicating the cancellation policy |
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Membership expired |
Copy of the signed membership contract indicating the expiry date and the renewal policy |
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Return instruction |
Provide return instructions |
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Services not rendered |
Signed proof that services were rendered or a copy of the signed cancellation policy |
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Not authorised |
Signed support and itemisation |
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All |
Signed support or signed itinerary |
