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Payment gateway for uber and aibnb.
How doe company provide payment protections for their customers
1-in terms of securing payment till service delivered (-releasing money when service is done? -after receiving feedback?
2-in terms of refunding money in case of unsatisfactory service.
Does airbnb get involved in refunding ? or Card processing companies being involved?
I do not now how exactly these companies manage their security-related issues, i.e., which particular solutions they use. This information can, probably, be obtained from their management.
However, conceptually, the picture seems quite clear.
The question addresses two aspects: financial/processing (I can help with this one), and customer-service-policy-related.
Companies like Uber, Etsy, Airbnb either are or work in close cooperation with payment facilitators. PayFacs take active part in and bear responsibility for remittance process. Here is a couple of articles from this blog on the subject: https://paylosophy.com/sub-merchant-funding/; https://paylosophy.com/split-funding-models/.
When a payment is processed, it has to be split among two or more recepients, such as the facilitator itself, the merchant, and, potentially, some affiliate. As a PayFac is in control of funding process, it can choose the moment to release/remit the funds.
I do not know, when exactly the funds are released, but if you are a pament facilitator, you choose the right moment (after service delivery or after feedback, whenever you find appropriate). In order to implement such an arrangement you (or your PayFac partner) should have a unified merchent portfolio to ensure full control of funding proces.
The problem with refunding is that the funds may be unavailable when the customer demands it back. In the best case a customer may just lodge a complaint, while in the worst case a chargeback may arrive and you will have to handle it. If the merchant under consideration is a stable merchant with a stable processing volume, then chargeback risk is rather low. In this case, if you still have to handle a refund/chargeback, you (as a PayFac) can withold the necessary amount from the future processed transaction volume of this merchant. If the merchant is a new one, then, usually, some amount is kept as reserve (here is an article on reserves: https://paylosophy.com/merchant-services-reserves/). Another option is to fund the merchant after some “wait” period, that ranges from 7 to 14 days from the moment of sale or from the moment when the customer somehow confirms his satisfaction.
As for particular customer-service-related issues, I am not sure I can help you, because this is not our primary field of activity. These issues heavily depend on particular geography, specificity of business segment, and customers.
