Navigating the Chargeback Management Dashboard

Inquiries: 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 — like 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 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 Chargeback Management:

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.