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What you need to know about Mint Protect

Mint Protect is a chargeback protection service from Mint, designed for travel merchants in the jurisdictions Mint operates, reducing the financial risks related to chargebacks.

Who is Covered?

Mint Protect is exclusive to Travel Agents and Tour Operators
 

What Chargeback Reasons Does it Cover?

 ✅  Supplier Insolvency: Chargebacks arising when a supplier becomes insolvent and fails to fulfill services.
 
 ✅ Service Non-Delivery: Chargebacks resulting from non-delivery of agreed services by suppliers.
 
 ✅ Fraudulent Transactions: Transactions disputed as unauthorised by the customer.
 
 

Card Schemes Covered:

 ✅ Visa
 
 ✅ Mastercard
 
 ✅ American Express
 
 ✅ EFTPOS
 
 

Criteria to Qualify for Mint Protect Coverage:

✔️ 3DS Enabled for Fraudulent Transactions
✔️ Evidence required submitted within 14 days -- Merchants must retain and provide Mint with clear evidence of correspondence with the supplier, demonstrating attempts to resolve the issue.
Evidence may include, but is not limited to:
 
  • Email threads
  • Formal complaint letters
  • Proof of refund requests
  • Supplier acknowledgments or responses
  • This documentation must be provided to Mint upon request.
  • Failure to provide sufficient evidence of correspondence with the supplier may result in the loss of eligibility for coverage under Mint Protect.
✔️ Merchants must promptly notify Mint of any detected fraudulent activities or suspensions.
✔️ Have actively transacted using Mint products for at least 3 months
 
 

Mint Protect DOES NOT Cover the Following

❌ Suppliers that are blacklisted, in administration, or in a DFAT "Do Not Travel" zone.
(For compliance and due diligence, Mint may request a supplier list during annual reviews, but you’ll have ample time to provide it if needed.)
❌ Chargebacks related to transactions with suppliers that are in voluntary administration.
❌ Chargebacks initiated through non-card payment methods such as account-to-account (A2A) transactions, alternative payment methods (APMs) not covered by card scheme rules and card payments outside of the card schemes listed in the Addendum.
❌ Chargebacks related to countries listed on the "Do Not Travel" list by DFAT on SmartTraveller.gov.au, the United Nations Security Council (UNSC) sanctions list, Australia’s Sanctions list published by DFAT and New Zealand’s Sanctions list published by the New Zealand Foreign Affairs & Trade.
❌ Any chargebacks arising from errors, negligence, or fraudulent activity on the part of the merchant, including but not limited to:
 
  • Failure to deliver agreed services where the supplier is not at fault, including cases of merchant mismanagement or operational issues.
  • Incorrect transaction amounts.
  • Unauthorised duplicate transactions.
  • Failure to deliver promised refunds.
  • Fraudulent misrepresentation of goods or services.
❌ Chargebacks resulting from duplicate or redundant transactions, where the customer was charged more than once for the same purchase.
❌ Chargebacks arising from situations where a refund was promised or required but not processed by the merchant.
❌ Fraud-related chargebacks if 3DS was not utilised.
❌ Any chargebacks related to transactions involving restricted suppliers as identified by Mint.