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Searching for Chargebacks

Searching for Chargebacks

Usually when you search Chargebacks you are looking for a specific subset of the Chargebacks registered against your merchant account. For example, you might want to see Chargebacks posted the previous day, or see all Chargebacks posted in the last month that involve a certain customer. The Chargeback Search page allows you to specify search criteria for the Chargeback or group of Chargebacks you wish to view.

To access the Chargebacks made against your merchant transactions, select Search > Chargebacks from the main menu bar to open the Chargeback Search page.

 Chargeback Search Page

You must provide at least some search criteria on the Chargeback Search page, or a warning will be issued.

CashBox uses the information you provide to generate a list of all Chargebacks that match your search criteria. If your search criteria results in a large amount of data being returned the search may take some time to complete.

Best Practice If your search criteria are too general, CashBox may return more data than your browser’s cache size can support, and, therefore, more data than your browser can display.

If you must search or view large amounts of data, contact Vindicia Client Services.

Use Processor Received Date Range to narrow Chargebacks to those that occurred within a specified time period.

The following table lists the fields Chargeback Search Page Fields available.

 

Field

Matches

Merchant Transaction ID

Enter the complete Transaction ID, including any leading and trailing zeros.

Merchant Customer ID

Enter the complete Merchant Customer ID, including leading and trailing zeros.

Customer Email

Enter the entire email address of the customer.

Credit Card

Enter either a full credit card number, the first six and last four, or only the last four digits of the card.

Chargeback Case/Reference Number

Enter the full identifier for the Chargeback assigned by the merchant processor.

Chargeback ID

Enter the full CashBox identifier for the Chargeback. Case sensitive.

Click the Choose display columns link to display a list of check boxes that allow you to specify the information you wish to display on the Chargeback List page, and to indicate if the results should be displayed in a printer-friendly format.

The following table lists available Chargeback Search Page display options.

 

Field

Description

Processor Received Date

Checked by default. When checked, displays the date and time the processor received the Chargeback notice from the issuing bank.

Chargeback ID

Checked by default. When checked, displays the full CashBox identifier for the Chargeback.

Chargeback Case Number

When checked, displays the Case Number for the Chargeback, as assigned by your payment processor.

Merchant Transaction ID

If checked, displays the merchant Transaction ID of the Transaction associated with each Chargeback in the search results.

Merchant Customer ID

If checked, displays your customer ID for the account associated with each Chargeback listed in the search results.

Merchant Customer Name

If checked, displays your customer name for the account associated with each Chargeback listed in the search results.

Merchant Transaction Date

If checked, displayed the original Transaction date of the Transaction associated with each Chargeback in the search results.

Credit Card

Checked by default. When checked, displays the blinded credit card number (first 6 and last 4 digits of the credit card number) associated with each Chargeback in the search results.

Original Chargeback Risk

If checked, displays the original chargeback risk calculation, if any. This value is only calculated and stored for merchants who have Chargeback Fraud Screening enabled.

AVS Code

If checked, displays the Address Verification Service code associated with the Chargeback.

CVN Code

If checked, displays the Card Verification Number code associated with the Chargeback.

Reason Code

Checked by default. When checked, displays the card issuer’s reason code for the Chargeback. For a full list of possible reason codes, see Chargeback Reason Codes.

Amount

Checked by default. When checked, displays the monetary amount of each listed Chargeback in the search result.

Presentment Amount

Checked by default. When checked, displays the unconverted currency amount of the Chargeback.

Status

Checked by default. When checked, displays the current status of each listed Chargeback in the search results. For a full list of Chargeback statuses and definitions, see Chargeback Status Definitions.

Bank Merchant ID

If checked, displays the merchant's account number with the merchant processor.

Affiliate ID

If checked, displays the affiliate ID of each listed Transaction in the search results, if any.

Division ID

If checked, displays the sub-division of the merchant ID, if any, by which some payment providers report or settle funds.

Current Chargeback Risk

If checked, displays the current chargeback risk calculation. This value is only calculated and stored for merchants who have Chargeback Fraud Screening enabled.

Checking this column may result in slower performance since the current risk is calculated in real time for each Transaction returned in the list.

To search for a specific Chargeback or group of related Chargebacks:

  1. Specify your search criteria on the Chargeback Search page.
  2. Check any desired display options.
  3. Click Submit to process your search request.

CashBox processes your search request. If only a single Chargeback is returned, CashBox opens the Chargeback Details page; if multiple Chargebacks are returned, CashBox opens the Chargeback List page.

Chargeback List Page

The following table lists and describes the Chargeback Status Definitions.

Status

Definition

New

Vindicia has received the Chargeback, but has not yet processed it.

Retrieval

Vindicia received a Retrieval/Ticket Request for the Transaction.

Responded

Vindicia responded to a retrieval/ticket request for the Transaction.

Legitimate-Other

Vindicia is not challenging the Chargeback due to a merchant’s customer service/billing issue.

Legitimate-Fraud

Vindicia is not challenging the Chargeback because it appears to be a case of true (merchant) fraud.

Challenged

Vindicia has submitted rebuttal documents to the processor in an attempt to reverse the Chargeback, and is awaiting a response from the processor.

Appealed

Vindicia has successfully challenged the Chargeback, but the customer or issuing bank elected to continue the dispute.

Won

Vindicia successfully challenged the Chargeback in favor of the merchant.

Lost

Vindicia challenged the Chargeback, but the processor determined that the Chargeback stands. No money will be transferred back to the merchant.

Expired

Vindicia cannot respond to the Chargeback because required documents or transaction information was received after the deadline.

Pass

Vindicia chooses not to challenge the Chargeback even though there is complete transaction and chargeback information.

Incomplete

Vindicia cannot yet respond to the Chargeback until missing details or information about the associated transaction are provided.

New-2ndChargeback

Vindicia has received a second Chargeback against a transaction previously charged back, disputed, and refunded. (Customers and payment processors are legally permitted to issue a second Chargeback if a merchant wins back the original Chargeback.)

Duplicate

Vindicia received and entered a duplicate Chargeback on a single transaction.

Pre-Arbitration

Visa only. The issuing bank indicates that a customer continues to dispute a Chargeback previously reversed in favor of the merchant, and offers the merchant an opportunity to return the funds to the customer before pursuing arbitration.

Pre-Arbitration Accept

Visa only. A customer continues to dispute a Chargeback previously reversed in favor of the merchant. Vindicia elects to return funds to the customer for the previously won Chargeback rather than pursuing arbitration.

Pre-Arbitration Decline

Visa only. A customer continues to dispute a Chargeback previously reversed in favor of the merchant. Vindicia indicates its willingness to engage in arbitration on behalf of the merchant.

Pre-Arbitration Won

Visa only. A disputed Chargeback slated for arbitration was reversed in favor of the merchant prior to entering arbitration.

Pre-Arbitration Pass

Visa only. The issuing bank indicated that a customer continued to dispute a transaction previously reversed in favor of the merchant. Even though there is complete Transaction and Chargeback information, Vindicia elects to accept the customer's continued dispute and return the funds to the customer rather than pursuing arbitration.

Arbitration

The Chargeback is in arbitration, and the card association will rule on the legitimacy of the Chargeback.

  • Click the Download results as CSV link to download the listed information as a CSV file.
  • Click a listed ID to open the Chargeback Details page for the selected Chargeback.

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