Verifi Cardholder Dispute Resolution Network (CDRN) and Ethoca provide real-time alerts for disputes and fraud. You have a 24-hour window to resolve Ethoca alerts and 72-hour window for Verifi CDRN alerts before they escalate to formal chargebacks. Successfully resolving these alerts deflects the chargeback, saving you fees and protecting your standing with Visa and Mastercard dispute monitoring programs.
Use the search bar to quickly locate specific transactions. The search function allows you to query transactions based on the following fields:
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Amount (do not use the $ symbol)
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Currency
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ARN (Acquirer Reference Number)
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Authorization Code
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System
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Merchant Order ID
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BIN+4
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Card Acceptor ID
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Type
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Status
You can include filters as part of your search criteria by selecting the Include filters for search checkbox.
For Verifi Cardholder Dispute Resolution Network (CDRN) alerts that are Unresolved, select an action to resolve the alert. For Dispute Alerts, select Resolve or Decline. For Resolve actions, select a status, and then depending on your selection, a prompt displays requesting additional data for Amount and Date (Partial or Previously Refunded).
Note
Verifi CDRN alerts are credit eligible for 72 hours, but must be responded to as soon as possible to prevent the alert from advancing to a dispute.
To resolve Verifi CDRN dispute alerts:
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Sign in to Kount 360.
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Select Case Management, and then select Prevention Alerts.
The Unresolved tab displays by default in Prevention Alerts.
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In the Unresolved tab of Prevention Alerts, filter the Alert Type column by Dispute and the System column by Verifi.
Note
For more information on sorting and filtering tables in Kount 360, refer to Filter and Sort Data Tables.
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Select one or multiple alerts.
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Select Resolve.
After selecting Resolve, the selected rows expand with a status menu.
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Select one of the following statuses for each alert that you are resolving:
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(100) - Case Resolved, Credit and Cancellation processed: The case resolved successfully. Full credit and cancellation are complete.
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(101) - Case Resolved, Partial Credit and Cancellation Processed: The case resolved successfully. Partial credit and cancellation are complete.
When you select this status, you must verify and/or add the date, currency, and currency amount (partial or previously refunded).
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(102) - Case Resolved, Authorization Cancelled: The case resolved successfully. The original transaction authorization was cancelled.
The transaction is voided.
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(951) - Transaction previously credited for case amount, no balance remaining: The transaction was previously credited for the full case amount. No balance or action is required.
When you select this status, you must verify and/or add the date, currency, and currency amount (partial or previously refunded).
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Select Confirm to resolve the alert.
The Verifi CDRN alert is processed.
For Ethoca alerts that are in Processing status, select an action to build the response for the alert. Both Dispute and Fraud alerts can be resolved by sending an outcome.
Note
You must respond to Ethoca alerts within 24 hours. After 24 hours, the alert expires and is no longer credit eligible.
To resolve Ethoca alerts:
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Sign in to Kount 360.
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Select Case Management, and then select Prevention Alerts.
The Unresolved tab displays by default in Prevention Alerts.
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In the Unresolved tab, filter the Alert Type column by Dispute or Fraud and the System column by Ethoca.
Note
For more information on sorting and filtering tables in Kount 360, refer to Filter and Sort Data Tables.
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Select one or multiple alerts.
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Select Resolve.
After selecting Resolve, the selected rows expand with a status menu.
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Select a status for each alert that you are resolving.
Dispute Alerts:
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Resolved: The case resolved with the customer. No chargeback is expected (refund processed or not required).
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Previously Refunded: The case resolved with the customer; refund was previously processed.
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Unresolved Dispute: The merchant disagrees with the stated reason for the dispute.
When this option is selected, you must also select Yes, No, or Not Settled for the refund.
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Not Found: The alert could not be found in the system; no refund processed.
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Other: An outcome not covered by a standard code, as described in the comments.
When this option is selected, you must also select Yes, No, or Not Settled for the refund. Describe the outcome in the Comments.
Fraud Alerts
For Fraud Alerts, you must choose a status and a Refunded option for the outcome.
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Stopped: The transaction order was successfully stopped.
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Partially Stopped: Only a portion of the order was successfully stopped.
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Previously Cancelled: The transaction was already cancelled prior to this alert.
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Missed: Resolution was attempted too late (order shipped or service consumed).
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Not Found: The order associated with the alert could not be located in the system.
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Account Suspended: The associated customer account has been suspended.
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Shipper Contacted: The shipper has been contacted, and intercept of goods is currently being attempted.
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Other: An outcome not covered by a standard code; details are provided in the comments.
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Select Confirm to resolve the alert.
The Ethoca alert is processed with a Pending update transactions status in the table.
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