When a merchant receives a chargeback notification, but chooses not to fight or represent the transaction, the chargeback is considered not represented. When this occurs, the chargeback is marked with the reason representment was not pursued. We provide the following Not Represented reasons:
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Technical Issue — Under Investigation
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No Longer Needs Response — Received with Status: Under Review/Won/Lost
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Out of Scope
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Missing Mandatory Data
A chargeback can be marked as Under Investigation for:
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Submission Error: We attempted to submit the case to the Payment Service Provider (PSP) but encountered an error.
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Unrecognized Status: The PSP returned an unidentified or unexpected status that could not be automatically processed.
This status indicates that the chargeback was closed for submission before we had the opportunity to submit evidence. This can occur for several reasons, including but not limited to:
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The PSP canceled the chargeback.
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Evidence was already submitted by another party (for example, the merchant or a third-party platform).
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The case was automatically closed by the PSP or issuer due to internal handling procedures.
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Received with status lost is also an indicator for a chargeback falling under Rapid Dispute Resolution (RDR).
Since the chargeback is no longer active for evidence submission, no further action is required from us at this stage.
A chargeback marked as Out of Scope indicates that it did not meet the criteria for representment based on the predefined business rules agreed upon with the merchant. These rules are set during onboarding and define which cases we will contest. Common Reasons for Out of Scope Status are:
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Prior to Go-Live Date: The chargeback was posted before the merchant's defined Go-Live date, and therefore is excluded from our representment service.
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Reason Group Mismatch: The chargeback reason code does not fall within the eligible categories defined for representment. For example, if the merchant’s scope includes only fraud-related chargebacks, then non-fraud cases will be marked as Out of Scope.
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Chargeback Amount: The disputed amount is below or above the thresholds defined in the merchant's scope agreement, and is excluded.
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Chargeback Stage: The chargeback has escalated to a later stage (such as second chargeback or pre-arbitration), which we typically do not contest in order to avoid arbitration-related fees.
A chargeback marked as Missing Mandatory Data indicates that it lacks one or more required data sources defined in your system configuration—most commonly, missing enrichment data. When such data is marked as mandatory and hasn’t been received, the chargeback cannot move forward and is not be submitted. To resolve this, review the chargeback details to identify the missing source and confirm your configuration settings. Once the required information is received, the chargeback continues through its workflow automatically.
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