How Pinnacle Won a $14,000 Chargeback Against AMEX and Reduced Chargebacks by 30

OPERATIONS

How Pinnacle Won a $14,000 Chargeback Against AMEX and Reduced Chargebacks by 30–85% across their Portfolio with Canary

Pinnacle Hotels USA uses Canary’s Digital Authorizations solution to improve efficiency and reduce reliance on manual paper processes.

Why it matters: Pinnacle was reliant on a paper- and fax-based process, with file cabinets dotting their offices to store their customers’ information.

This outdated process required extraneous back and forth with customers and created unnecessary work for Pinnacle’s employees. And since it wasn’t PCI compliant, it put their customer information at risk.

Top 3 Core Objectives: By deploying Canary's Digital Authorizations solution, Pinnacle Hotels wanted to modernize hotel operations and increase staff efficiency.

Reduce Chargebacks: Pinnacle wanted to reduce instances of fraud and chargeback with an easy-to-use, PCI-compliant solution.
Increase Efficiency: The management team wanted to streamline communication between guests and staff.
Digitize Operations: Pinnacle aimed to reduce its reliance on paper-based processes.

Innovators Mentioned

Pinnacle Hotels USA

Canary Technologies

Sue Russ DePascale

VP of Finance

Pinnacle Hotels USA

"We got rid of so many paper processes. The decrease in chargebacks is huge for our hotels that utilized Canary."

Sue Russ DePascale

VP of Finance

👍 VP of Finance Sue Russ DePascale said that Canary helped Pinnacle bring new efficiencies to her team.:

"We got rid of so many paper processes. The decrease in chargebacks is huge for our hotels that utilized Canary."

⚖️ The selection process: During their research process, Sue Russ DePascale evaluated Canary Technologies's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Canary Technologies was the best fit solution:

VP of Finance Sue Russ DePascale said, about their decision: "Canary’s technology was better and more hotel-friendly."

📈 The results: Pinnacle achieved all of the goals it set out to by deploying Canary's Digital Authorizations solution.

With Canary, Pinnacle saw a 30–85% decrease in credit card chargebacks
One property in Pinnacle’s portfolio had a $14K chargeback by a guest using an AMEX card. Because of Canary's audit trail, her property was able to win the chargeback in their favor.
Pinnacle found Canary to be simple to set up and use, with great training tools. It was quick and easy to learn for her and her team.

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