Chargeback & Dispute Handling Checklist
This checklist standardizes chargeback & dispute handling checklist to improve guest experience, reduce risk, and support inspection readiness. Use it to document tasks, capture issues, and track corrective actions with sign-off.
- Industry: Hotel & Hospitality
- Frequency: As Needed
- Estimated Time: 30-45 minutes
- Role: Guest Services Lead
- Total Items: 45
- Compliance: PCI DSS (Payment Card Industry Data Security Standard) (as applicable), State privacy laws (as applicable)
Setup & Readiness
Confirm staffing, access, supplies, and readiness before service.
- SOP followed with no skipped steps?
- Any issues found that require escalation?
- Corrective action assigned and tracked?
- Time spent on this section
- Notes
Guest Experience & Service Quality
Verify service standards, response times, and communication.
- SOP followed with no skipped steps?
- Any issues found that require escalation?
- Corrective action assigned and tracked?
- Time spent on this section
- Notes
Cleanliness & Sanitation Controls
Verify cleaning steps, disinfectant dwell time, and cross-contamination controls.
- SOP followed with no skipped steps?
- Any issues found that require escalation?
- Corrective action assigned and tracked?
- Time spent on this section
- Photo evidence
Safety, Fire & Life Safety
Verify exits, hazards, incident prevention, and life-safety systems.
- SOP followed with no skipped steps?
- Any issues found that require escalation?
- Corrective action assigned and tracked?
- Time spent on this section
- Photo evidence
Equipment & Preventive Maintenance
Verify equipment condition, PM status, and defects reporting.
- SOP followed with no skipped steps?
- Any issues found that require escalation?
- Corrective action assigned and tracked?
- Time spent on this section
- Photo evidence
Inventory & Asset Control
Verify par levels, secure storage, and shrink controls.
- SOP followed with no skipped steps?
- Any issues found that require escalation?
- Corrective action assigned and tracked?
- Inventory variance
- Notes
Documentation & Compliance
Verify required logs, permits, and audit-ready documentation.
- SOP followed with no skipped steps?
- Any issues found that require escalation?
- Corrective action assigned and tracked?
- Time spent on this section
- Notes
Issues, Escalations & CAPA
Log issues, assign owners, and verify corrective actions.
- SOP followed with no skipped steps?
- Any issues found that require escalation?
- Corrective action assigned and tracked?
- Time spent on this section
- Photo evidence
QA, Corrective Actions & Sign-Off
Confirm quality, document issues, and capture manager sign-off for accountability.
- QA walkthrough completed?
- Any critical issues still open?
- Overall risk level
- Manager Signature
- Department Lead Signature
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Why Use This Chargeback & Dispute Handling Checklist?
This chargeback & dispute handling checklist helps hotel & hospitality teams maintain compliance and operational excellence. Designed for guest services lead professionals, this checklist covers 45 critical inspection points across 9 sections. Recommended frequency: as needed.
Ensures compliance with PCI DSS (Payment Card Industry Data Security Standard) (as applicable), State privacy laws (as applicable). Regulatory-aligned for audit readiness and inspection documentation.
Frequently Asked Questions
What does the Chargeback & Dispute Handling Checklist cover?
This checklist covers 45 inspection items across 9 sections: Setup & Readiness, Guest Experience & Service Quality, Cleanliness & Sanitation Controls, Safety, Fire & Life Safety, Equipment & Preventive Maintenance, Inventory & Asset Control, Documentation & Compliance, Issues, Escalations & CAPA, QA, Corrective Actions & Sign-Off. It is designed for hotel & hospitality operations and compliance.
How often should this checklist be completed?
This checklist should be completed as needed. Each completion takes approximately 30-45 minutes.
Who should use this Chargeback & Dispute Handling Checklist?
This checklist is designed for Guest Services Lead professionals in the hotel & hospitality industry. It can be used for self-assessments, team audits, and regulatory compliance documentation.
Can I download this checklist as a PDF?
Yes, this checklist is available as a free PDF download. You can also use it digitally in the POPProbe mobile app for real-time data capture, photo documentation, and automatic reporting.