Prevention alerts are a valuable chargeback reduction tool. They give you the opportunity to resolve disputes before they advance to chargebacks.
Typically, you receive prevention alerts for settled transactions. However, you might occasionally receive alerts for pending and declined transactions. This occurs because any activity recorded on a cardholder’s account can be disputed.
It is important to resolve every prevention alert you receive, regardless of the stage in the transaction lifecycle. Follow these guidelines to manage alerts for pending and declined transactions.
A pending transaction appears on a cardholder’s statement after you send the authorization request. It remains a pending transaction until you settle the batch.
If you receive an alert for a pending transaction, follow these steps:
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Void the transaction. Do not settle it.
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Respond to the alert in the platform and note that it was resolved (refunded).
Occasionally, a declined transaction can appear on the cardholder’s account as pending. It eventually drops off, but the cardholder may dispute the charge before that happens.
Take the following steps if you receive an alert for a declined transaction:
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Do not refund or void the transaction. Because the transaction was declined, there are no actions you need to take in your CRM or order management system.
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Resolve the alert in the platform by selecting or noting, “order was declined or cancelled.”
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