How to Navigate Dispute and Chargeback Management

Navigate Dispute and Chargeback Management (DCM) to view your dashboard and manage your queues.

Navigating the Dashboard

1. Log into the Kount DCM portal using credentials provided by Kount.
2. The Dashboard opens and displays a snapshot of the monthly totals in your different queues for inquiries, deflections, alerts, and notifications. The data shown is month-to-date and resets on the first of each month.
   
   
   Note: If desired, click the Calendar icon to change the displayed months data.
3. The Snapshot section provides details on the following:
   
   • Inquiries Matched – The number of matched inquires compared to total inquiries and the percentage of successful matches.
   • Deflections – The number of deflections and the total dollar amount (USD) you saved due to those deflections. Deflections are inquiries that did not result in chargebacks, fraud notices, dispute notices, or any third-party alerts (Verifi CDRN or Ethoca) on the transaction.
   • Alerts – The total number of Cardholder Dispute Resolution Network (CDRN) and Ethoca alerts received.
   • Rapid Dispute Resolution (RDR) – The number of transactions that were resolved via RDR.
   • Notifications – The total number of unique notices received for Chargebacks and Fraud.
   • Chargebacks – The number of Chargeback notices received, and the total dollar amount (USD). Chargeback notices are received even if the issuer does not do an inquiry.
   • Fraud – The number of Fraud notices received, and the total dollar amount (USD). Fraud alerts are received even if the issuer does not do an inquiry.
4. Click on an individual section to go to that section's queue.
   
   Note: Notifications does not have a queue and is not clickable.

Reviewing Data in your Queues

Step 1: Navigate to the desired queue

1. To review the data in each queue, click the corresponding section in the Snapshot, or click the Queues icon in the portal navigation bar.
2. On the Queues page, click the header text for the queue you would like to open.
   

Step 2: Customize your view/filter data

Set up the view of your queues to streamline processing transactions and ease queue navigation. To change the column view, filter options, and your settings, click the side menu in its default location of the left of the table (or right if you previously moved the menu). Modifying your columns, filters, and settings persist every time you log in.

Columns

By default, the most common columns display for each queue. Customize the columns visible based on your preference.

1. Select or clear the checkboxes for the column you want to see in the queue. User selection is automatically saved.
2. To rearrange columns, click and drag the column label up or down in the Column side menu list; or click and drag the column header left or right in the table.
   
3. To pin a column to the first column slot of the table, click the column header and drag it to the left edge of the table until the move icon changes to a pin icon.
   
4. Click the sort button on the column header to sort by ascending or descending.

Filters

Filter the displayed information to only view transaction data pertinent to your tasks.

1. From the Filters tab, click the drop-down menu of a specific filter.
2. Depending on the filter, select or deselect the checkbox(es) of data you want to filter. The Created Date, Time filter allows you to filter by preset or custom date ranges.
   
   Note: A filtered column shows the filter icon next to the column header in the table.
3. To reset to the default filter view, click Reset Filters.

Settings

Customize the settings to reset views, autofit columns, and change the location of the side menu.

1. Click Settings.
2. Depending on which queue you are in (Inquiries, Deflections, etc.), click Reset ‘x’ View to reset the current queue.
3. To resize all columns to the width of the text in each column, click AutoFit Columns.
4. To pin the side menu to the left or right of the table, click Pin Left or Pin Right.
5. To reset all views (Inquiries, Deflections, etc.) to default columns and filters, click Reset All Views.

Step 3: Resolve transactions

From each queue, you can review individual transaction details with the ability to Dismiss, Decline, Resolve, or Cancel transactions, depending on the type of queue. Select a transaction, and then click Dismiss to no longer see those transactions in that queue.

Searching for transactions

Above the table, there is a search bar which allows searching for transactions based on Amount, ARN, Auth Code, Merchant Order ID, Partner ID, BIN+4, CAID, and Vendor. You can include filters as search criteria by selecting the Include filters for search checkbox.

Managing Alerts

You can elect to receive alerts for CDRN (Cancel and Dispute), RDR (Rapid Dispute Resolution), and/or Ethoca (Fraud and Dispute).

CDRN

For CDRN Alerts that are in Processing status, select an action to build the response for that alert. For Dispute Alerts, select Resolved or Declined. For Resolved Actions, select a status, and then depending on your selection, a prompt might display requesting additional data for Amount and Date (Partial or Previously Refunded).

For a Declined Action, select the status to return in the response from the drop-down menu.

For Cancel Alerts, select Canceled. No additional data is collected for Cancel Alerts.

Ethoca

For Ethoca Alerts that are in Processing status, select an action to build the response for that alert. Both Fraud and Dispute Alerts can be resolved to send an outcome.

For Dispute Alerts, both Resolved and Previously refunded alerts default to respond with Refunded. For all other options you must choose a response of Yes, No, or Not Settled for the refund response.

For Fraud Alerts, you must choose a status and a Refunded option for the outcome.

Since actions vary depending on the type of Alert, Kount recommends filtering by Alert Type. This allows you to work Alerts with the same options as the Actions, simultaneously.

Exporting alerts and performing offline actions

In the Alerts Queue, you can export Ethoca and Verifi alerts to a XLSX file for performing offline actions, and then upload the offline changes back to the queue.

Exporting Ethoca or Verifi Alerts

1. From the Alerts queue, click the Export drop-down menu, and then choose Ethoca Alerts or Verifi Alerts to download alerts to your local drive.
   
2. Open the saved XLSX file.
3. Depending on which alerts you exported, different columns display in the spreadsheet. Click the drop-down menu for each of the additional columns to choose applicable actions for the alerts. Downloaded alerts are indicated by the Processing status.
   Expand the following tables for a list of available actions:
   
   

   Ethoca Alert Actions

   Columns	Actions
   outcome	Stopped Partially_stopped Previously_cancelled Missed Notfound Account_suspended In_progress Shipper_contacted other
   refundStatus	refunded not refunded not settled
   refundAmount	Input must be a valid numerical amount, for example, 124.67.
   comments	Any comments pertaining to the alert.

   Verifi Alert Actions

   Columns	Actions
   action	Resolved Declined
   outcome	Resolved(100) Resolved(101) Resolved(102) Unmatched(900) Unmatched(901) Unmatched(902) Duplicate(940) Acct Closed(950) Prior Cr.(951) Prior Chargeback(952) Ineligible Timeframe(953)Authenticated(954)
   refundAmount	Input must be a valid numerical amount, for example, 124.67.

   Note: The user has 72 hours to respond before they time out.
4. Once you have chosen an action for each alert, save the file with the same name. The file name must be identical to the one you exported.
5. Click Upload, and then attach the XLSX file. The grid refreshes and the actioned alerts display in the user interface with the appropriate status. Any alerts that fail to process display an error and remain in processing. The errored alerts can be downloaded to apply further actions.
   
6. The file upload completes and displays a confirmation. If you attempt to upload the file after a successful upload, you receive the following error:
   

Exporting an active queue to CSV or XLSX

You can export data from any queue into a spreadsheet for offline use. From the queue you want to export, click Export, and then choose .csv or .xlsx to export data into a CSV or XLSX file.

Reporting

The Reporting tab provides information about inquiries, deflections, alerts, notifications, chargebacks, and fraud. The table and various charts can be viewed with custom dates and ranges. Charts can also be sorted and compared using Descriptor, CAID, and Brand.

Some of the available displayed reports include:

Monthly Details

Alert and Notification Averages/Month

Inquiry and Deflection Averages/Month

For additional support on reports, review How to View Reports in the Dispute and Chargeback Management Portal.

Frequently Asked Questions