Revolutionizing Hotel Payments: The Role of Chat Commerce in Disputing Chargebacks

The hotel industry has been rapidly evolving over the past few years, with the introduction of new technologies and payment methods. One of the biggest challenges faced by hotels is the issue of chargebacks, which can have a significant impact on their profitability. However, with the emergence of chat commerce, also known as messaging commerce, hotels now have a new tool to help them dispute chargebacks and streamline their payment processes. In this article, we will explore the role of chat commerce in revolutionizing hotel payments and how it can help hotels defend against chargebacks. 

The impact of chargebacks on hotels. 

Chargebacks are a common issue faced by hotels, and they can have a significant impact on their bottom line. When a customer disputes a charge on their credit card, the hotel is required to provide evidence that the charge was valid. This can be a time-consuming and costly process, as hotels must provide documentation and other evidence to prove that the charge was legitimate. In addition, chargebacks can also result in bank fees and penalties, further adding to the financial burden on hotels. 

What is messaging commerce? 

Messaging commerce, which enables full commerce experiences in messaging apps such as WhatsApp, Apple Messages, SMS, and others, allows customers to engage with a hotel, access automated or live agent support, receive promotional offers, and make booking reservations and purchases. Messaging commerce enables customers to make payments using their messaging app, easily and securely, without the need to repeatedly enter credit card information or navigate through a complex payment process. Messaging commerce is becoming increasingly popular in the hotel industry, as it offers a streamlined and convenient payment method for customers. 

The benefits of messaging commerce in hotel payments. 

Messaging commerce offers several benefits for hotels in terms of payment processing. Firstly, it simplifies the payment process for customers, making it easier for them to complete transactions. This can result in higher conversion rates and increased revenue for hotels. Secondly, messaging commerce provides a more secure payment method for customers, as their credit card information is not stored on the hotel's servers. Finally, messaging commerce offers a more efficient payment process for hotels, as it eliminates the need for manual payment processing and reduces the risk of chargebacks. 

One of the key benefits of messaging commerce for hotels is its ability to help them defend against chargebacks. When a customer disputes a charge, hotels can use messaging commerce to quickly and easily provide evidence that the charge was legitimate. This can include screenshots of messages between the hotel and the customer, but more so, the customer initiated 'pin and pay' nature of the messaging purchase process underscores the validity of the charge. Messaging commerce also enables the hotel to more easily and quickly assemble the evidence required to validate the disputed charges within the typical 30-day deadline.  

Best practices for implementing messaging commerce in hotel payments. 

Implementing messaging commerce in hotel payments requires careful planning and execution. Hotels should start by evaluating their current payment processes and identifying areas where messaging commerce can be integrated. They should also consider the messaging platforms that their customers are most likely to use and ensure that their payment system is compatible with these platforms. Additionally, hotels should provide clear instructions and support for customers who are using messaging commerce to make payments. 

The future of hotel payments with messaging commerce. 

Messaging commerce is expected to play an increasingly important role in the hotel industry in the coming years. As customers increasingly turn to messaging platforms for communication and transactions, hotels will need to adapt their payment processes to meet these changing consumer preferences. Messaging commerce offers a secure, efficient, and convenient payment method for hotels, making it an ideal solution for the industry. 


In conclusion, messaging commerce has the potential to revolutionize hotel payments and help hotels to dispute chargebacks. By providing a streamlined and secure payment method, messaging commerce offers several advantages over traditional payment methods. Hotels that implement messaging commerce can expect to see higher conversion rates, reduced chargebacks, and a more efficient payment process. As the hotel industry continues to evolve, messaging commerce is set to play an increasingly important role in the future of hotel payments. 

To learn more about how messaging commerce can help your hotel streamline its payment processes and dispute chargebacks, contact us today. 


Step into the future of business messaging.

SMS and two-way channels, automation, call center integration, payments - do it all with Clickatell's Chat Commerce platform.