Searching for Chargebacks
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Using the Vindicia Subscribe Portal
Overview
Vindicia Subscribe for Salesforce
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.
Vindicia Subscribe 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, Vindicia Subscribe 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 Vindicia Subscribe 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 Vindicia Subscribe 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:
- Specify your search criteria on the Chargeback Search page.
- Check any desired display options.
- Click Submit to process your search request.
Vindicia Subscribe processes your search request. If only a single Chargeback is returned, Vindicia Subscribe opens the Chargeback Details page; if multiple Chargebacks are returned, Vindicia Subscribe 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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