Chargeback management

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    Learn how to manage chargebacks, how to review them, upload supporting documentation and download reports.

     

     ℹ️ Note:  Keep in mind that the chargeback process starts from the Collections section and you can review our Transaction Refund guide.

     

    🔐 Required permissions: 

    1. To manage your chargebacks, you must log in to your merchant Console with a Master User role.
    2. To review information about your branch offices, you must do it with a Master Customer user.

     

    How to review the chargeback sent by email?

    These are the instructions to search for the chargeback started that we have sent to your email with the subject line Notification of chargeback - Customer Name - Branch Name #Chargeback, look for the Chargeback Number, copy it to your computer clipboard and then follow the instructions below:

    1. Log in to the administration Console with your username and password.
    2. In the side menu, go to the Transactions module.
    3. Select the Chargebacks option.
    4. On the Chargebacks screen, enter the Chargeback Number in the Search field located at the top right of the screen.
    5. Click on the magnifying glass icon or click on Enter.
    6. The corresponding chargeback will be displayed on the screen.

    Procedure for the chargeback process

    For the chargeback management, you must upload the necessary documents as proof of the veracity of the transaction. To do so, follow the instructions below:    

    1. Log in to the administration Console with your user and password..
    2. In the side menu, go to the Transactions module. 
    3. Select the Chargebacks option.
    4. Click on the chargeback that has the Started status. To facilitate the search you can use the following filters:
      • Filter by Date.
      • Filter by Ticket Number.
      • Filter by Status.
      • Filter by Amount.

    5. A new window will be displayed. In this window, search the Support Documents section. Click on the Choose file Imagen4.png button to upload the support documents corresponding to the chargeback in both steps:

      • Step 1: Letter from the establishment.
      • Step 2: Additional Documents.

    6. To finish, click on the Send files Imagen5.png button.

     ℹ️ Note:  

    • With the Master Customer user, you can also filter the information by selecting one or several branches. 
    • You will receive an email with the subject Dispute Documentation - Customer Name - Branch Name # Chargeback, as notification once all required documentation has been submitted.
    • When the documentation is sent, the chargeback status changes to Pending.

     

    Download your chargebacks report 

     

    ⚠️ Important: this feature applies to merchants with hierarchy.

     

    🔐 Required permissions: a Master Customer user is required to download reports.

    To download the chargeback report follow the steps below:

    1. Log in to the administration Console with your username and password.
    2. In the side menu, go to the Transactions module. 
    3. Select the Chargebacks option.
    4. Filter and configure the date range you want to include in your downloaded report.
    5. Click on the Download Imagen6.pngbutton.
    6. Click on the format in which you want to generate your report:
    • JSON: they are used to store simple data structures using a user-readable text-based format. These are the associated programs to open the files:
      • Microsoft Notepad 
      • Microsoft WordPad
      • Notepad ++ 
      • Mozilla Firefox
    • CSV: the files in this format can be opened in Excel.

    The report contains the chargeback data and shows the number of records per page. The information or fields to be displayed in the report are: 

    • Start Date: chargeback request date.
    • Max. Response Date: maximum response date for the request according to the configuration.
    • Merchant ID: branch office ID.
    • Merchant Name: branch office name.
    • Chargeback Number: chargeback identification number.
    • TicketNumber: ticket number of the chargeback request.
    • Amount: amount of the request.
    • Card Number: number of the card making the transaction.
    • Card Brand: brand of the transaction card. 
    • Status: the chargeback status; can be lost, expired, started, among others.
    • Processor_name: name of the transaction processor.
    • Transaction_reference: transaction identifier number.

    Example of the report selecting a branch office and downloaded in CSV format:

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