Navigating Chargebacks on your Dashboard

Navigating Chargebacks on your Dashboard

To access and action on Chargebacks filed by your customers, simply head over to All Tools, Back Office Tools, Chargebacks

Upon opening the chargeback tools you will see a list of all your Chargebacks.

In your chargeback list, you can see the status, chargeback ID, type, reason and other details pertinent to that specific chargeback.

Filtering Chargebacks:  

You can filter chargebacks by:

• Date Range
• Amount
• Type
• Status

These filters can all be used together or separately. 

In order to make sure the filters are applied you must press the “Apply” button at the bottom of the filter components. Simply ticking the filters will not work.

Viewing Chargeback Details:  

To view a chargeback’s details simply click on the chargeback you are interested in.

A drawer as shown below should appear on the left side of your screen.

From top to bottom, here are explanations about each section

Overview Section

Here you will be able to see the disputed amount, deadline for response as well as the chargeback reason.

If you click on the chargeback reason, it will provide some details about the causes as well as some prevention methods for this class of chargeback.

Dynamic Block

This block will change depending on what stage you are in the chargeback lifecycle! It will give you an explanation on the current status as well as give you tips for next steps when clicking “Ways to resolve”. 

Additionally, it will provide you with relevant support articles to guide you through the process.

Disputed Transaction Details

This dropdown will give you information about the original transaction. You can directly link to that transaction on your transactions list by clicking “View original transaction”

Status Timeline

If you navigate to the “Status Timeline” tab on the top of the drawer, it will give you a detailed history of the chargeback lifecycle.

Countering a chargeback:  

Note: You can find a support article here, that teaches you best practices on which evidence and strategies you can use to counter a chargeback.

If you think that the chargeback is unwarranted, you may dispute the chargeback by countering the chargeback and provide evidence that the transaction is legitimate.

Step 1: On your chargeback list, select the chargeback you want to respond to.

Step 2: A side-drawer will open the details of the chargeback as well as action items. Select “Counter”.

Step 3:  Submit evidence to support your claim. This can be in the form of receipts, invoices, emails about the transaction and other proof that can provide the details of the transaction.

Step 4: Once you’ve uploaded the files, click Submit. Do note that once you have submitted your claim and evidence, you can no longer change or re-upload files so it’s always good to double-check your items and description.

Step 5: After submitting, you will get a notification on your dashboard and you will also be able to monitor the status and timeline of this chargeback.

Step 6: Await for final decision on the chargeback. If you win, the chargeback amount and the fee associated with it will be returned to you. If you lose, the chargeback amount will be returned to the customer and you will incur the fees.

To accept a chargeback: 

If you think that the filed chargeback is accurate and the funds need to be returned to the customer, you may accept the chargeback.

Step 1: On your chargeback list, select the chargeback you want to respond to.

Step 2: A side-drawer will open the details of the chargeback as well as action items. Select “Accept Chargeback”.

Step 3:  A pop-up will appear verifying the action being taken. If you wish to proceed, select Accept. Do note that this action cannot be undone.

Step 4: Once accepted, the timeline and status will be updated and the funds will be returned to your customer. You will also be incurring the associated fees with this chargeback.