What is Chargerback?

Chargerback is a lost and found software provider used by many of the nation’s leading airline, hospitality, tourism and entertainment organizations for management of their lost and found operations.

As a software company, Chargerback does not physically handle or ship lost items. Your item(s) will be shipped from the venue where it was left. Should you need to contact them by phone, you will need to provide your 7 digit Item ID number you received when you filed your lost item report.

For answers to your questions about how the return process works, please see below:

  1. I have not received a response to my lost item claim?
    If you do not receive a response within 48 hours, we recommend you inquire with the Lost and Found department where you lost your item.
  2. I have paid for my item(s), but I have not received a shipping tracking number?
    When the shipping label gets printed by the venue where you left your item(s), you will receive an email notifying you your item will soon be on its way. This email will include a tracking number. If you do not receive a tracking number within 48 hours of filing your report, we recommend you contact their Lost and Found Department.
  3. The shipping tracking number I received by email is not active?
    The tracking process will not start until the item has been picked up and scanned by the carrier (USPS, FedEx, etc.). Once it has been scanned, the tracking number will be active. If your tracking number is not active within 24 hours on a weekday, or on a Monday after a weekend, we recommend you contact the Lost and Found Department at the venue where you left your item.
  4. I have repeatedly tried to contact the Hotel/Airline/Amusement Park/Other venue that I believe has my lost item, and I have not received a response?
    We understand this is frustrating and know how important it is to you to get your lost item(s) returned as quickly as possible. We will be happy to contact our Partner on your behalf to expedite resolution. Please email support@chargerback.com and provide the following:
    • The 7 digit Chargerback ID number you received when you filed your lost item report
    • The name and location of the venue where you left your item
  5. I submitted the lost items form, but I haven't heard anything yet. How can I get an update? 
    If you haven't received any emails, please check your clutter, junk or spam folders and confirm you correctly entered the email address in your original submission. If you're using a business email address, in some cases emails may be blocked by your company's firewall. You might try re-submitting the lost item form using a personal email address.
  6. Why did I get an email asking me for more information? Does this mean my item was found? 
    If the lost article report you filed does not include enough information, you will be asked to provide additional identifying criteria so your item has a better chance of being located. Providing as many details as possible in your lost item report will help expedite the return process. If you would like to add additional information to your original lost item report, click the link in the email confirmation you received after submission.
  7. How will I know if my item has been found? 
    You will be sent an email and a text (if you opted in to the text option) letting you know your item was found. This notification will provide pick-up and shipping instructions.
  8. I don't have an email address. How will I get contacted if my item is found? 
    By opting into the text option, you can receive notification on your phone.

FOR AIRLINE PASSENGERS and AMUSEMENT PARK GUESTS:

  1. How long will they search for my item?
    This may vary depending on the airline or amusement park where you left your item. The notification you received should indicate how long they will search for your item If they cannot locate your item within their respective timeframe, you will receive an email letting you know it was not found.
  2. How do I know if they are really looking for my item?
    You will be sent a series of emails which will either let you know they have recovered your item, are still searching for your item, need more information about the item or were unable to locate your item(s).
  3. I lost something that is really important and extremely valuable to me. Can I call someone to request special attention for my report?
    Everyone who reports a lost item wants to find what they've lost, and the airlines and amusement parks do their best to return all of those items. Due to their massive volume of lost article reports, in most cases they are unable to personally speak to customers about their particular reports.
  4. What can I do to increase the chances of finding my item? 
    Complete the online form through the link provided on the airline or amusement park website or on the Chargerback homepage as soon as possible. Lost items reported within five days have a greater chance of being recovered. Please provide a detailed description, including brand, color, size and distinguishing features, and a serial number or login and password combination for electronic devices.

Credit Card Charge FAQ

  1. If you are trying to identify a credit card charge on your monthly statement, the charge was authorized for the return of an item you lost or left behind at a hotel/theme park/airline or other venue.
  2. If you are having difficulty paying for your lost item using your credit card, please make sure the billing address matches the address for your credit card.
  3. For International credit card payment support please click here

If you did not find what you are looking for above, please submit your request here.