There are tools available in the Agent Web Console (AWC) to manage chargebacks, including adding chargebacks to VIP Lists and creating rule conditions for chargebacks.
If you are unable to use the automatic chargeback update through the RESTful API, you can bulk upload 50 or more chargebacks. Download the chargeback template, fill out the required fields, and send the form to support@kount.com or by submitting a ticket.
You can provide chargeback data and history for analysis of your transactions. Rules can flag current orders if their data relates to a previous chargeback, and historical data analysis can be used to determine if there is a pattern to the chargebacks.
Chargeback data is typically entered by the Data Analytics Team. You submit chargeback data in an Excel or CSV file format using the Transaction ID or internal order number. If possible, submit the chargeback code from the bank.
Submit the chargeback data to support@kount.com or by submitting a ticket.
You can also enter chargeback data by using the RESTful API. The Refund Chargeback (RFCB) Endpoint is https://api.kount.net/rpc/v1/orders/rfcb.html
For more in depth information regarding the RESTful API, go to RESTful Endpoint API Specification and Error Codes.
You can also manually mark a transaction as a chargeback:
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Sign in to the AWC.
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Go to Reports, then select Order Search.
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Enter the search criteria for your order, then select Search.
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Select details for the order you want to view the transaction details.
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In the Payment section of Transaction Details, select Add refund or chargeback.
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Select Chargeback, then select Save Status.
Once you have entered the transaction as a chargeback, you can edit it by selecting Update Chargeback.
The RFCB field can be added multiple order listings:
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Suspect Orders
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Special Alerts
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Order Search
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Persona Order listings
You can set chargebacks to automatically review or decline using VIP Lists:
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Sign in to the AWC.
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Go to Fraud Control, then select a VIP list.
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In VIP Credit Card Automation, select Add Chargebacks to VIP List.
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Select the appropriate radio button for the VIP List to which the chargeback is added.
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Select Save.
There are several rule conditions that can be used to create a Negative History rule. There are three types of rule data:
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Merchant — The specific customer's data
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Network — Our network of customers
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Universal — Bank-supplied information
There is also a difference between Order negative history and Persona negative history. Order negative history provides two years of historical data, whereas the Persona negative history only provides the current 14-day Persona entity.
Note
Most chargebacks are not received by the merchant within the 14-day Persona window.
When creating rules using Negative History conditions, add Code 0. Some chargebacks that are provided by customers are entered with a zero value because either the chargeback code is unknown or not provided.
You can search for chargebacks using the Order Search.
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Sign in to the AWC.
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Go to Reports, then select Order Search.
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On the Order Search page, select Rfnd/Chrgbck, then select C-Chargeback.
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Select Search.
To create an ad-hoc report:
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Sign in to the AWC.
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Go to Reports, then select Ad-hoc Reports.
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Select New Report.
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Add a description for your report.
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Enter search criteria for the type of report you want.
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In the Refund/Chargeback menu, select C-Chargeback.
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Select Run Report.
The status of your report is Submitted.
It might take a few minutes to generate your downloadable report file. Refresh your page to display the report file once it is ready. When your report is ready, the report status is Ready and a download link is provided in the Download column.
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