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Navigating Dispute and Chargeback Management

  • Updated

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

Navigating the Dashboard

  1. Sign in to Dispute and Chargeback Management.

  2. The Dashboard opens and displays a snapshot of the monthly totals in different queues for inquiries, deflections, alerts, and notifications. The data shown is month-to-date and resets on the first of each month. You can open the Snapshot selection menu to change the month of data that is displayed.

    dcm_snapshot_1.png

  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. An Inquiry is when a consumer (card holder) initiates a dispute with the issuing bank. The Issuer requests more information about the transaction/merchant from Kount through Verifi.

    • 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 — Cardholder Dispute Resolution Network (CDRN) or Ethoca — on the transaction.

      A deflection is when Kount receives an inquiry but does not receive a subsequent chargeback or alert. This means the merchant does not receive a chargeback or fraud notice or any third-party alert (Verifi, CDRN, or Ethoca) on the specified transaction. Deflections do not count against a merchant for Visa’s dispute monitoring programs and they do not incur chargeback or alert fees.

    • Alerts — The total number of Verifi and Ethoca alerts received. You can subscribe to alerts from Verifi or Ethoca. Alerts from both of these partners are shown in the alerts queue. The System column indicates which partner provided the alert data. Alerts should be resolved within 24 hours, including alerts received on weekends. Talk to your Kount representative for more details.

    • 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. 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 typically receive the information. Some merchants never get this information, such as the TC40 or Mastercard’s SAFE.

      You can receive two types of notifications in DCM:

      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 a merchant in the Visa or MasterCard dispute monitoring program. Although most of these are flagged in real-time, some are batched. In the batched reports, the reported date might not be precise.

      Chargeback notifications are sent when an issuer marks a transaction as a chargeback. These are chargebacks and count against you in the Visa or MasterCard dispute monitoring program.

    • 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. Select 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

Review data in your queues by performing the following steps.

Step 1: Navigate to a queue

  1. Sign in to Dispute and Chargeback Management.

  2. Select the corresponding section in the snapshot, or select Queues dcm_queues_icon_1.png.

  3. Select the queue you want to open.

Step 2: Customize your view by filtering the data

Set up the view of your queues to process transactions and navigate the queue. To change the column view, filter options, and settings, open the side menu. Modifying your columns, filters, and settings persist every time you sign in.

Columns

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

  1. Select or remove the checkbox for the columns 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.

    dcm_column_move_1.png

  3. To pin a column to the first column slot of the table, select the column header and drag it to the left edge of the table until the move icon changes to a pin icon.

    dcm_column_pin_1.png

  4. Select Sort dcm_sort_1.png on the column header to sort by ascending or descending.

Filters

Filter the displayed information to only view transaction data that is important to your tasks.

  1. Sign in to Dispute and Chargeback Management.

  2. Select Events.

  3. Select Filters dcm_filter_1.png.

  4. Select or deselect the checkbox of the data you want to filter. For example, the Created Date, Time filter allows you to filter by preset or custom date ranges.

    Note

    A filtered column shows the remove filter icon dcm_remove_filter_icon_1.png next to the column header in the table. You can select the column header to edit or clear a filter.

  5. To reset to the default filter view, select Reset Filters.

Settings

Customize the settings to Reset Inquiries View, AutoFit Columns, or change the location of the side menu.

  1. Sign in to Dispute and Chargeback Management.

  2. Select Events.

  3. Select Settings dcm_events_settings_1.png.

  4. Depending on which queue you are in (Inquiries, Deflections, etc.), select the reset view option to reset the current queue.

  5. To resize all columns to the width of the text in each column, select AutoFit Columns.

  6. To pin the side menu to the left or right of the table, select Pin Left or Pin Right.

  7. To reset all views to default columns and filters, select 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 select Dismiss to no longer see those transactions in that queue.

Searching for transactions

Above the table, there is a search bar that allows searching for transactions based on Amount, Currency, ARN, Authorization Code, System, Merchant Order ID, BIN+4, Card Acceptor ID, Type, and Status. 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, and/or Ethoca (fraud and dispute). Alerts of the same type that have duplicate Ethoca or Verifi IDs, or the same Acquirer Reference Number (ARN), are automatically identified and resolved with the appropriate decline response. These duplicates are removed from the DCM portal, and the corresponding alert fee is waived. No webhooks are sent for the duplicate alert.

Alerts are not considered duplicated when they originate from different networks. For example, a CDRN and Ethoca alert are not considered duplicated even if they are associated to the same transaction.

Note

Go to Dispute and Chargeback Management Alert Resolution Reason Codes for a complete list of alert resolution reason codes.

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).

Note

Verifi allows 72 hours, but for the best results and to be credit eligible (if applicable), CDRN alerts must be resolved within 24 hours of receiving the alert.

For a Declined Action, select the status to return in the response from the selection menu.

Verifi_Dispute_Declined.png

For a Resolved Action, select the appropriate outcome from the selection menu.

Verifi_Dispute_Resolved.png

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.

Note

You have 24 hours to respond to the Ethoca alert before the alert times 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.

Verifi_Dispute_Resolved.png

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

Ethoca_fraud_resolved_.png

Since actions vary depending on the type of alert, we recommend filtering by Alert Type. This allows you to work Alerts with the same options as the Actions at the same time.

Exporting alerts and performing offline actions

In the Alerts queue, you can export pending Ethoca and Verifi alerts to perform offline actions, and then upload the file back into the queue. The export function does not download resolved alerts.

Exporting Ethoca or Verifi Alerts

  1. From the Alerts queue, open the Export menu, and then choose Ethoca Alerts or Verifi Alerts to download alerts to your local drive.

    dcm_export_1.png

  2. Open the saved XLSX file.

  3. Depending on which alerts you exported, different columns display in the spreadsheet. Open the menu for each of the additional columns to choose applicable actions for the alerts. Downloaded alerts are indicated by the Processing status.

    Refer to 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 error 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 will receive an error.

Exporting an active queue to CSV or XLSX

From the queue you want to export, select Export, and then choose .csv or .xlsx to export data into a CSV or XLSX file.

Note

Any active filters apply to the exported data. To export unfiltered data, clear all filters before exporting.

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 reports include:

Monthly Details

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Alert and Notification Averages/Month

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Inquiry and Deflection Averages/Month

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

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