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Traveller Support
Trust My Travel Website
Knowledge Hub

Traveller Support
Trust My Travel Website
Knowledge Hub

Onboarding

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

Compliance

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

How subscription works

Integration

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

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

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

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

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

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

Glossary

Frequently Asked Questions

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

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

Refunds

How to process a full or partial Refund
Errors when Refunding

Fraud Tools including 3D Secure

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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Refunds
Errors when Refunding

Errors when Refunding

< 1 min read

Should you receive an error message when attempting to process a refund, please contact us.

How to process a full or partial Refund

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Integration Documentation

Terms

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Trust My Travel Terms of Service

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