When should I reach out if I don’t receive my payment?
According to the partner terms and agreement, bookings from the previous month are deposited the following month. The day the payment hits your bank account or your mailbox will vary greatly depending on what day of the week the month ended on and if there were any banking holidays that could delay transfer or delivery.
If the payment is not received by the 14th day of the new month, please contact [email protected] for a status update.
When can I expect to get paid?
On the first of each month, we will issue an invoice for all of the departures that occurred the prior month. You can review the invoice in your partner account. (Need access? Email [email protected]). Then 7-10 days later, we will issue one lump sum payment for the invoice via direct deposit into your bank account. Exactly when it shows up in your account, will depend on your bank.
For Example: A customer who shops in May for a trip that departs in June, will show up on your June invoice, which will be issued July 1, and one lump payment for June will be issued 7-10 days later.
What if my payment is incorrect?
If your payment is incorrect, please review your invoice through the TripShock supplier app or desktop extranet and attempt to identify the issue. This will allow our support team to expedite the resolution and get you paid faster. Once this is done, please contact [email protected] with the information.
What happens if a traveler disputes a charge with their bank?
Sometimes our travelers will initiate a dispute with their bank or credit card company if they feel they should not pay for the activity. Sometimes the dispute is due to fraud, but other times it’s due to a disagreement between the partner and the traveler. A TripShock risk associate will investigate each case and determine how to best handle each one. Depending on the nature of the dispute, and the facts from both parties, a risk associate will make a good faith resolution.
In order to ensure a dispute is handled in your favor, please provide TripShock as much documentation as possible. Please email: [email protected] with this information and include the customer name and confirmation number. Disputes MUST be answered within 14-30 days, so time is of the essence.
Why does TripShock charge their travelers a booking fee? What is it for?
TripShock charges a booking fee on most orders which typically varies between 2-4%. The booking fee helps TripShock maintain a high level of service which includes staffing a 100% US based call center and providing fraud and risk management services.
What is TripFlex and how does it work?
TripFlex is a cancellation insurance that we offer customers to help encourage them to book without fear of losing their money due to a last minute change of plans. If a customer calls to cancel an order after the permissible cancellation period has passed, an agent will reach out to see if the refund is approved by you. If it is not approved, and the customer purchased TripFlex coverage, we will process a claim and you, the partner, will still be paid your net and the customer will be refunded for the order less the TripFlex coverage.
What happens if the traveler is a No-Show?
A No-Show is when a traveler does not show up for their scheduled tour or activity. If the traveler does not show, TripShock will honor the supplier’s cancellation and/or no-show policy. It will be left up to the discretion of the supplier whether the reservation can be rescheduled or refunded.
What happens if I’m not able to fulfill the order I received?
If you’re unable to fulfil the order you have received, reach out to partner support with the traveler info and some alternative dates/times that are available. You can reach partner support by responding to the booking notification email or by calling 850-424-5125 ext 3.
How long does it typically take to resolve issues with my payment?
If there is an error in your monthly payment, please alert [email protected] so our team can investigate and correct the mistake as soon as possible. The complexity of the issue and how you receive your payment (check or direct deposit) will determine how fast the payment is deposited into your bank account.
If a trip or rental is cut short, can I pro-rate?
Yes. Please contact our supplier support team and let them know which order is affected and what the rate needs to be pro-rated to.