My guest told me that he cancelled his/her chargeback, so why have I not received the funds yet?

The funds cannot be returned until notice is received from the card issuing bank that the chargeback is cancelled or until we have confirmed that our dispute of the chargeback was successful.  You can instruct your guest/renter to contact his/her bank in order to request a letter that would confirm that the chargeback has been cancelled.  You can provide us a copy of that letter, so we can continue to work with the bank to obtain the refund.  Until you receive this document from your guest and forward that to us, it is important to assume that your guest has not paid for his or her stay and/or continue to fight the chargeback using the other relevant documentation for the chargeback reason (see “Can I dispute a Chargeback?” section for further details).