As a valued TripShock partner, your success is our success. This guide outlines key policies and operational best practices that help ensure accuracy, protect your business, and provide a smooth guest experience.
Pricing Updates Must Be Submitted in Writing
Unless you are one of our very few remaining non-integrated partners, all pricing changes must first be updated in your reservation system, as TripShock pulls pricing data directly from there in most cases. However, it is equally important to notify us by email whenever pricing is changed so we can verify and confirm those updates on your TripShock listing.
To ensure accuracy and protect both parties, we do not accept pricing updates by phone. All pricing updates must be submitted via email to ensure accuracy, accountability, and a written record of the request. This policy helps prevent miscommunication and ensures your pricing reflects exactly what you intend.
To submit a pricing update, please email:
[email protected]
Calendar Management & Availability
All schedule and availability updates must be made directly in your reservation system. This ensures the information TripShock displays to guests is current and accurate.
However, it’s your responsibility to also check your TripShock listing regularly to confirm that your calendar is syncing properly. If your reservation system and TripShock listing don’t match, you may encounter:
- Overbookings
- Missed trips
- Refunds and cancellation fees
- Decreased listing visibility
Frequent review of your listing helps prevent errors and protects both your revenue and your reputation.
Guest Order Modifications – Our Limitations
TripShock is unable to modify orders once they are placed. If a guest wants to:
- Add more tickets
- Change the tour time or date
- Switch to another product
The original order must be canceled and rebooked.
We will never cancel a booking within your stated cancellation window without your approval, except in cases where rebooking is required and authorized. If you see a cancellation you didn’t approve, it was likely rebooked by our team for the same guest, based on your policy.
TripShock Cancellations Must Go Through Our Support Team
If a partner cancels or refunds an order in their reservation system, this action does not cancel or refund the TripShock customer. TripShock is a third-party platform, and we do not receive automatic updates from supplier dashboards.
To cancel or refund a TripShock booking, you must notify our Support Team directly. Cancellations made on your side will not reflect on the customer’s end without our involvement, which can result in negative guest experiences and chargebacks.
To cancel or refund a TripShock order, contact us via:
- Email: [email protected]
- Phone: 850-424-5125 (Option 3)
- Live Chat: partners.tripshock.com
- Text: 877-203-8231
Please be sure to communicate the reason for cancellation when you notify us, so we can document it accurately and apply the appropriate policy.
Review Policy: Feedback, Not Flawlessness
TripShock believes in transparency and values guest feedback. Here’s how we manage reviews:
- We do not delete reviews solely because they are negative. Partners are encouraged to respond constructively to clarify misunderstandings and educate future guests.
- Reviews that are off-topic, irrelevant, abusive, or written by no-shows may be removed at our discretion.
- If you believe a review violates our content policy, please contact us to have it reviewed.
Guest feedback is an opportunity—not a threat—and partners who engage respectfully tend to earn more trust and future bookings.
You can view and respond to reviews by logging into:
- The Partner App
- The TripShock Extranet
Need help or have questions about a review?
Email us at: [email protected]
Credit Card Disputes: Timely Response is Critical
When a guest files a credit card dispute, TripShock will immediately contact you for supporting documentation. To protect your revenue:
- You will be given a strict deadline to submit the required materials.
- If documentation is not received on time, we will be forced to submit the dispute without it—and may lose the chargeback.
- In those cases, TripShock is not liable for the chargeback amount.
For guidance on preventing and responding to disputes, please refer to our full blog article:
Dealing with Credit Card Disputes, Chargebacks, and How to Avoid Them Altogether
Questions or Need Support?
We’re here to help—7 days a week.
TripShock Partner Support:
- Email: [email protected]
- Phone: 850-424-5125 (Option 3)
- Live Chat: partners.tripshock.com
Let us know how we can continue to support your success on TripShock!
