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Traveller Support
Trust My Travel Website
Knowledge Hub

Traveller Support
Trust My Travel Website
Knowledge Hub

Onboarding

4

Onboarding Process
Documents required for Onboarding
Step by step guide to completing the Trust My Travel application form
Onboarding FAQs

Compliance

4

Card Scheme Rules
Annual Compliance Checks
Displaying the Trust Protects.Me logo
Displaying the Trust My Travel Package Travel Protection Logo

Package Travel Protection - Subscription

1

How subscription works

Integration

10

Direct Integration with the Trust My Travel Dashboard
Direct Integration with Trust My Travel's Supplier Payments Feature
- Integrating with Trust My Travel’s Supplier Payment feature
Direct Integration for the Trust My Travel Package Travel Protection Product
- Integrating the Trust My Travel Package Travel Protection Product
Indirect Integration: Third Party Systems
- Integrate via your Reservation System
No Integration Required
- How to create a Manual Booking

Navigating the Infinity Platform

39

Accessing the platform
- Setting your Password
Your Analytics page
- Dashboard Analytics
Main Menu > Dashboard tab
- Your Platform Homepage
Main Menu > Channels tab
Main Menu > Bookings tab
Main Menu > Transactions tab
Main Menu > Allocations tab
Main Menu > Credits and Debits tab
- Credits and Debits Tab
Main Menu > Statements tab
Main Menu > Ledger tab
- Understanding the Trust Ledger ‘Owing’ and ‘History’ tabs
- How to find the running balance of Available Funds

Accepting Payment

8

Bank Transfers
Accepting Payment FAQs
Card Scheme Rules
Alternative Payment Methods
How to view your Processing Channels
How to check the status of a Processing Channel
How to add a new Processing Channel
Selecting a Base Currency for a Processing Channel

Declaring Transactions for Protection

4

Option 1: Email the Support Team
Option 2: Use the “Bulk Upload” button for CSV files
Option 3: Uploading Transactions for declaration via API
Option 4: Manually declare a Transaction

Chargeback Management

10

Blog – Chargeback Fraud Soars Amid the Cost of Living Crisis
What is a Chargeback?
Chargeback email notifications
Disputing a Chargeback
Dispute Codes and Supporting Documentation
What is a Retrieval Request?
Pre-Arbitration
Chargeback Statuses
Chargeback updates to the Infinity Platform -Q4 2022
Chargeback FAQs

Getting Paid

9

Pay-outs
Release Schedules
Trust My Travel fees and terminology
How to export / download a Statement
Understanding Exported Statements
Add or Update your Bank Details
Supplier Allocation FAQs
Trust Ledger
- Understanding the Trust Ledger ‘Owing’ and ‘History’ tabs
- How to find the running balance of Available Funds

Glossary

1

Glossary

Frequently Asked Questions

14

Transaction Decline FAQs
Selecting a Base Currency FAQ’s
3D Secure FAQs
Accepting Payment FAQs
API Integration FAQs
Chargeback FAQs
Email Receipt FAQs
Interchange Plus (IC++) pricing FAQs
Manual Booking and Payment Link FAQs
Multi-Currency Pricing FAQs
Onboarding FAQs
Refund FAQs
Rolling Reserve FAQs
Trust Protects.Me logo FAQs

Transactions

4

Transaction Statuses
How to view Recent Transactions
How to locate a specific Transaction
What to do when a Transaction is declined

Refunds

2

How to process a full or partial Refund
Errors when Refunding

Fraud Tools including 3D Secure

5

What is 3D Secure?
3D Secure FAQs
Countries where 3D Secure is required
Understanding why a 3D Secure transaction has failed
Fraud Tools

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