Lost Item FAQ
Thank you for visiting Chargerback's consumer Lost Item FAQ.
is the leader in providing lost and found solutions to the hospitality and tourism
industry, our primary goal is to help you get your item returned to you as quickly
Chargerback provides inventory control, payment processing
and shipping software solutions to hotels, theme parks, airlines and other venues.
Chargerback does not physically handle or ship lost items.
All lost items are shipped from the source (Hotel/Theme Park/Airline, etc.) where your lost item was found.
- I have not heard back on my report that
It usually takes 24-48 hours for your lost item to be matched with the report
you filed. If you do not receive a response within 48 hours we recommend you contact
the Lost and Found or Security Department at the entity where you lost your item and ask for a status on your report. Please
provide them with your Item ID number (it is a seven digit number generated by Chargerback
that you received when you filed your report). If you are phoning, ask for the Security
or Lost and Found Department.
- I have paid for my items but I have not
received a shipping tracking number.
Your item is being processed for shipment. After your item has been packaged
and a pre-paid shipping label has been printed a tracking number will be sent to
you automatically. If you do not receive a tracking number within 24 hours we recommend
that you contact the Lost and Found Department or Security at the venue via phone
and inquire as to the status of your shipment. Please provide them with your Item ID number
(it is a seven digit number generated by Chargerback that you received when you filed
- The shipping tracking number I received
by email is not active.
The tracking number is automatically generated when the shipping label for your
item is printed. Once your lost item package is picked up and scanned by the shipping
agent (USPS, FedEx or UPS) it becomes live and the tracking process starts. If your
tracking number is not active within 24 hours on a weekday, or on a Monday after a weekend, we recommend that you contact Security
or the Lost and Found Department at the
hotel/venue via phone and inquire as to
the status of your shipment. Provide them with your Item ID number (it is a seven
digit number generated by Chargerback you received when you filed your report).
- 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 apologize for your frustration, we know how important it is to you to get your
lost item returned as quickly as possible. Please review both possibilities: Did
you report your lost item and receive a seven digit Chargerback generated item number?
If so, please click
here and provide us with the specific name and location of the venue and
seven digit item number and we will contact our Partner on your behalf
to expedite resolution. If you were not successful reporting your lost item and
you did not receive a Chargerback generated seven digit item number please
and provide us with the specific name and location of the venue that you left your item. We will attempt to contact them on your behalf to facilitate a resolution.
Passengers that left items on/at airplanes/airports:
- Who is Chargerback, and why are they contacting me about my lost item?
Our airline works with Chargerback to help return lost items to our customers. Chargerback provides the technical support, but our airline actually handles the lost item requests.
- I submitted the lost items form, but I haven't heard anything yet. How can I get an update?
We send a confirmation email when a customer files a report and follow up with email updates 2, 5, 15 and 30 days after a lost item is reported. The email is sent from a third-party vendor called Chargerback. If you haven't received any emails, you may want to check your email account's junk or spam folder and confirm that you correctly entered the email address in your original submission. If you're using a business email address, please note that our emails may be blocked by your company's firewall. You may want to consider re-submitting the lost items form using a personal email address.
- How do I know you are looking for my item?
We will send a series of emails with updates on your request. If we find your item, we will send an email asking for more information about your lost item or confirming what you would like us to do with your recovered item.
- Why did I get an email asking me for more information? Does this mean you found my item?
If the lost article report you filed does not include enough information, we will send an email with a link to update the lost article report with additional details.
For example, if you submit a report stating that you lost an iPad, we may not be able to determine which recovered iPad is yours. The more details you are able to provide, such as the color of the case or the serial number and password, the more likely it is that we'll be able to match your lost item description to one of the items we have recovered.
- How long will you search for my item?
We actively search for 30 days. If we don't find your item during that time frame, you will receive an email letting you know we didn't find it.
- How will I know if you find my item?
We will send you an email to let you know that we found your item and to provide instructions on how you can retrieve it. If we think we may have your item but need a few more details, we will send an email or call you.
- I don't have an email address. How will you contact me if you find my lost item?
If you don't have an email address, we will call you if we find your item. Due to the large volume of reports, we are unable to call you with regular status updates.
- 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 we want to be able to return all of those items. Due to the large volume of lost article reports, we're unable to personally speak to customers about their particular reports.
- What can I do to increase the chances of finding my item?
Complete the online form through the link provided on the airline 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.
For example, if you are missing a coat, we recommend including more than just the color in the description by noting the brand, size, interior and exterior colors and whether there was anything in the pockets.
Credit Card Charge FAQ
- 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.
- 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.
- For International credit card payment support
If so, please click