JetBlue recommends that travel agents follow the below guidelines when processing credit card transactions. ARC's full Credit Card Acceptance Procedures, Chargeback Management Procedures, and Best Practices can be found here.
When a service or refund related chargeback is received, the travel agent is required to provide proof that the terms and conditions of the sale were disclosed and accepted by the cardholder. As noted below, how the information is disclosed and accepted will differ depending on how the sale takes place (i.e. on-line, face-to-face, phone). Most "terms and conditions related disputes" are about the customer's ability to refund or change a ticket and the associated fees. Therefore, regardless of how the transaction takes place, it is important to provide clear and concise disclosure of the rules at the time of purchase. Additionally, if a chargeback is received, the travel agent must provide proof that the cardholder was informed of the rules.
- Face-to-face – Provide the customer with a written disclosure of the terms and conditions and ask them to sign it to acknowledge receipt. Retain it in case of a dispute.
- Online – Include a "click-to-accept" of the terms and conditions of the sale. Include a clear and concise list of the key terms followed by an on-line check box. Obtain a screen print of your system in case of a dispute.
- Phone – Read the key terms and conditions to the customer and request they acknowledge that they understand. Proof that this disclosure was completed is difficult to obtain, however merchants have some success providing a recording along with a transcript as proof in case of a dispute.