The merchant of record carries responsibility for a payment transaction, including refunds, chargebacks and relevant compliance obligations. Using a payment processor does not automatically transfer that role. Stripe explains that a business using its ordinary direct payment processing remains the merchant of record. Source: Stripe: Merchant of record

Name the responsible party

For each booking payment route, record who is the merchant of record and who handles refunds and disputes. Check the contracts with the payment provider and supplier. This gives staff a clear starting point when a traveller queries a charge.

Keep the booking roles clear

Document the organiser or supplier relationship separately from the payment arrangement, with advice on the relevant contracts where needed. This helps the team explain both who handles the money and who is responsible for providing the booked travel service.

Written and updated by Travelgenix. Sources checked on 19 October 2026. Practical advice and examples are Travelgenix editorial guidance.