Navigate the Dispute and Chargeback Management (DCM) portal to view your dashboard and manage your queues. You must be a Kount DCM customer to access this portal.
- Log into the Kount DCM portal using the credentials provided to you by your Kount Customer Success Manager.
- The Dashboard opens and displays a snapshot of the monthly data in your different queues and totals for 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.
- 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) the merchant saved due to those deflections. Deflections are inquiries that did not result in chargebacks, fraud notices, dispute notices, or any third-party alerts (i.e. Verifi CDRNs) on the transaction.
CDRN Alerts - The total number of CDRN alerts received.
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.
- Click on an individual section to go to that section's queue.
NOTE: Notifications does not have a queue and is not clickable.
- Review the data in your different queues by clicking the corresponding section in the Snapshot, or by clicking the Queue icon in the portal navigation bar.
- On the Queues page, click on the header text for the queue you would like to open.
- 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.
- You can refine the data sets displayed by using the Filter or Search function.
Filters - Click the Show Filters button , and then select and adjust one or more filters to update the data in real time. If desired, click Clear All Filters to remove all filters and view your entire queue.
Search - In the Search text box, enter your desired search parameters, and then press Enter or Go. Searchable fields include Merchant Order ID, ARN, Bin + 4, Reason Code, Status, and others.
Alerts - You can elect to receive alerts for CDRN (Cancel and Dispute) and/or Ethoca (Fraud and Dispute).
CDRNFor 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). CDRN Alerts must be responded to within 72 hours to avoid a charge back. After 72 hours, the alert status is updated by CDRN to declined.
For a Declined Action, select the status to return in the response from the drop-down menu.
For Dispute Alerts, select Cancelled, no additional data is collected for Cancel Alerts.
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 the outcome. Ethoca Alerts must be resolved within 24 hours to avoid a charge back. After 24 hours, the status is updated to Timed Out.
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.
- Export data into a CSV or XLSX file from any queue by clicking Export, and then making a selection.
NOTE: Any active filters will apply to the exported data. To export unfiltered data, clear all filters before exporting.
Frequently Asked Questions
What is an Inquiry?
Inquiries happen when the issuing bank gets a phone call from a consumer (card holder) saying they don’t recognize a purchase. The Issuer will then get more information from the merchant using DCM.
What does “Inquiries Matched” mean?
When the data provided by the merchant matches the data Kount receives from VISA, that is considered a “matched” inquiry.
What is a Deflection?
A deflection is when we receive an inquiry, and we do not receive a chargeback. This means the merchant will not receive a chargeback, fraud notice, dispute notice or any third-party alert (i.e. Verifi CDRN) on this transaction and thus it will not count against them in Visa or MasterCard dispute monitoring programs.
What are Notifications?
This is the real-time data that we receive from the card networks. This data is received days or weeks faster than merchants and acquirers receive the information. Some merchants never get this information, such as the TC40 or Mastercard’s SAFE.
What notifications can I receive on my DCM portal?
Fraud Notifications happen when the Issuer flags a transaction as Fraud. These will appear on Visa’s TC40 or Mastercard’s SAFE and will be counted against them in Visa or MasterCard dispute monitoring programs. Although most of these are flagged in real-time, some are batched. In the batched reports we can’t be sure what the reported date is.
Chargeback Notifications are sent the moment an Issuer marks a transaction as a chargeback. These are chargebacks and will count against you in the Visa or MasterCard dispute monitoring programs.