🧠 Purpose
Chargeback Alerts give you an early‑warning signal (typically 24–72 hours before the formal chargeback) so you can refund, fulfill, or communicate with the cardholder and prevent the transaction from becoming a dispute.
This guide covers:
- Alert lifecycle & data flow
- Connecting alert providers (Verifi, Ethoca, VMPI/RDR, Stripe RAD)
- Automation options
- Best‑practice playbooks
- Troubleshooting & FAQ
TL;DR Once an alert provider is connected, ChargeResolve ingests alerts in real time, updates the transaction status, and (optionally) triggers automatic refunds or customer‑service workflows.
🗺️ Alert Lifecycle
- Purchase → Cardholder disputes (or bank flags) a transaction.
- Alert Issued → Provider (Verifi CDRN, Ethoca, Visa RDR, Mastercard ALERTS) sends an API message.
- ChargeResolve Receives alert → matches it to the original transaction by descriptor, MID, or processor ID.
- Merchant Action Window (24‑72 h) → You can refund or provide proof.
- Outcome
- Resolved via Alert (refund issued) – chargeback prevented.
- No Action – proceeds to a standard chargeback.
📊 Placeholder: swim‑lane diagram showing the 5 stages
🔑 Prerequisites
- Admin rights in ChargeResolve.
- Your processor/gateway is connected and passing raw transaction data (Stripe, NMI, Braintree, etc.).
- You have API credentials or OAuth consent for Verifi and/or Ethoca (or your acquirer provides VMPI/RDR access).
💡 Tip – Use test alert simulators from Verifi or Ethoca sandbox accounts before enabling live traffic.
🛠️ Setup Guide
1. Enable Alert Providers
- Settings → Integrations → Alert Providers
- Click Connect next to:
- Verifi CDRN / RDR
- Ethoca Alerts
- Visa VMPI
- Mastercard ALERTS
- Enter API keys or complete OAuth.
- Status should read Connected.
📸 [Image Placeholder: Integrations list with Verifi/Ethoca toggled on]
2. Configure Auto‑Actions
- Navigate: Settings → Alerts → Automation
- Options:
- Auto‑Refund: Immediately refund alert amount.
- Notify‑Only: Send Slack/email to team; manual decision.
- Conditional: Auto‑refund if amount < $200 OR customer lifetime value < $1 000.
- Save.
📸 [Image Placeholder: Automation rule builder UI]
3. Test an Alert Flow
- In Verifi sandbox, trigger a test alert.
- Confirm it appears under Dashboard → Alerts with Status = Open.
- If Auto‑Refund is enabled, Stripe (or other gateway) should show a refund within ~60 s.
4. Monitor & Review
- Dashboard → Alerts shows:
- Total alerts by network
- % auto‑refunded
- % converted to chargeback
- Average time‑to‑action
- Use filters (Date, Provider, MID) to audit performance.
🔍 Data Mapping Reference
Field (Alert) | Source in ChargeResolve | Notes |
Case ID | Provider payload | Stored under alertId |
Transaction ID | Processor txn ID | Matched via descriptor & amount if ID missing |
Reason Code | Provider code → normalized | e.g. 10.4 – Fraud |
Action Deadline | deadlineAt | Used for SLA timer & red banner |
🛡️ Best‑Practice Playbooks
Scenario | Recommended Action | Why |
Fraud alert < $50 | Auto‑refund immediately | Save fees & time; low ROI to fight |
Friendly fraud, order shipped | Trigger Hold Shipment + CS email | Attempt communication before refund |
Digital‑goods delivered | Provide usage logs via VMPI | Potential to block chargeback without refund |
Create custom automation rules in Settings → Alerts → Conditions for each scenario.
🧰 Troubleshooting
Symptom | Possible Cause | Resolution |
No alerts showing | API keys invalid or no traffic yet | Re‑enter credentials, use sandbox alerts to test |
Duplicate alerts per txn | Multiple providers sending same case | Enable deduplication toggle in Settings |
Refund failed | Gateway key lacks refund scope | Re‑authorize gateway with full write perms |
❓ Quick FAQ
- Do alerts guarantee a chargeback won’t happen?
No—if you miss the action window, the dispute may still file.
- Will auto‑refund hurt my metrics?
Processors treat proactive refunds more favorably than chargebacks.
- Can I export alert data?
Yes—CSV export is available in Dashboard → Alerts → Export.
➡️ Visit the full FAQ page for more.
🔗 Related Guides
- Dispute Automation & Recovery
- Connecting Stripe
- Creating Automation Rules
📭 Need Assistance?
Email support@chargeresolve.com or chat live via the dashboard chat widget.