Even with the best planning, disputes can sometimes occur. With PaySecure, Holidify ensures these situations are handled fairly for both travelers and agents.

Here’s how to manage a dispute, submit evidence, and protect your payouts with confidence.

What Qualifies as a Dispute?

Not every complaint qualifies as a valid dispute under PaySecure. A dispute typically applies when there is:

• A confirmed hotel or cab not provided
  
  
• A last-minute cancellation by the agent after payment
  
  
• A clear case of fraud.

Complaints about food quality, minor delays, or personal preferences are not covered under PaySecure and are passed on only as feedback.

What Happens When a Dispute is Raised?

Once a traveler raises a dispute:

1. Holidify pauses the payout associated with the booking.
   
   
2. You, as the agent, are notified and asked to respond.
   
   
3. Holidify reviews both sides and aims to resolve the case within 5–7 working days.

No payouts are released until the investigation is complete.

How to Submit Evidence

If you believe the service was delivered as promised, it’s crucial to submit clear proof. Helpful evidence includes:

• Photos of the hotel or cab provided.
  
  
• Receipts or invoices from vendors confirming bookings.
  
  
• Screenshots of WhatsApp or call logs with the traveler.
  
  
• Signed confirmation slips from travelers at hotel check-in or trip start.
  
  

Upload this evidence through the Dispute section on your dashboard or share it directly with your Account Manager. Keep everything organized and timestamped.

Sample Evidence That Helps

Here are some examples of effective evidence:

Situation                                                 Helpful Proof      

Hotel not provided                         Booking receipt with date/time, hotel contact confirmation

Cab not provided                           Driver contact, location/time screenshots, booking receipt

Agent allegedly unresponsive       Chat screenshots, missed call logs, call recordings (if applicable)

Avoid vague or emotional responses — stick to clear facts, dates, and timelines.

Tips for Avoiding Disputes

• Confirm all bookings clearly with the traveler post-payment.
  
  
• Share driver details or local contact numbers in advance
  
  
• Provide vouchers and hotel names upfront where possible.
  
  
• If something goes wrong (e.g., a driver cancels), inform Holidify and the traveler immediately, and arrange alternatives.
  

What Happens After the Review?

Based on the evidence:

• If you are found at fault, a deduction may apply, and a refund will be issued to the traveler.
• If the traveler’s claim is unsubstantiated, the payout will be released to you as usual.

If it’s a grey area, Holidify may suggest a compromise refund or split resolution.

Final Notes

• Always respond to dispute notices quickly—delays may impact the final decision.
• Keep all trip-related documentation for at least 30 days after trip completion.
• Maintain a professional tone with both Holidify and travelers — it helps during reviews

PaySecure’s dispute process exists to protect both sides. When you keep your records clear and follow the correct steps, resolving disputes becomes easy — and trust in your service only grows.

Need help with a current case? Reach out to your Account Manager or support team.