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 prevents the chargeback, saving you fees and protecting your standing with Visa and Mastercard dispute monitoring programs.
You must respond to alerts within specific timeframes, depending on the alert source:
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You should respond to Ethoca alerts within 24 hours. After 24 hours, eligibility for a credit or prevention of a chargeback is not guaranteed.
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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.
For Unresolved alerts, select a resolution that reflects the action you took on the transaction.
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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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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 resolution for each alert that you have taken action on.
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Full Refund Issued: A full refund was issued on this transaction or voided the transaction prior to settlement.
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Remaining Balance Refunded: The remaining balance was refunded. This transaction is now fully refunded.
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No Refund Issued: Did not issue a refund; allow to advance to a chargeback.
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Refund Previously Issued: The transaction was refunded prior to receiving the alert.
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Duplicate Alert: The transaction has already received another alert from the same provider.
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Already a Chargeback: A chargeback was issued on this transaction prior to receiving the alert.
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Declined Transaction/Failed Authorization: The transaction was declined; no refund was required.
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3DS Authentication: This transaction was authenticated by 3D Secure; no refund was required.
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Not Found: The transaction could not be found in CRM or gateway.
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Unable to Issue Refund: The refund was declined for this transaction.
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Select Confirm to resolve the alert.
The resolved alert displays in the Completed tab.
Note
When reviewing completed alerts, you might see alerts with a resolution of Duplicate Alert. These are non-billable events provided for analytics and reporting. For more information, go to Duplicate Alerts.
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