Search Chargebacks and Alerts in the CRM

This guide explains how to properly search for and log chargebacks and alerts in the CRM. It is critical to log disputes accurately to maintain clean records and to prevent future, repeat chargebacks from the same customer.

By following this process, you can find any transaction using multiple methods, log the dispute with the correct case data, and ensure the associated subscription is automatically canceled.

Prerequisites

Before you begin, you must ensure that you have:

• The date range of your search is correct.

• Access to your CRM (the platform where you manage orders).

• Your data from your provider's dashboard or export file. You will need:

  • The original transaction date.

  • The Authorization Code or card numbers (first 6, last 4).

  • The Case Number.

  • The Alert Receipt Date.

  • The Dispute Reason.

Locating the Transaction

There are several ways to locate a specific chargeback, alert, or transaction. The fastest method is using the authorization code, but you can also search by card number.

Method 1: Search by Authorization Code

This is the fastest and easiest method to find a specific transaction:

1. Go to Transactions in the left menu.

2. Get the Authorization Code for the transaction from your payment processor.

3. In the CRM, go to the Filters section.

4. Enter the code into the Authorization Code field.

5. Click Apply Filter.

   Date Verification

   After viewing the transactions, be sure to verify the original transaction date (Date) to confirm the exact match.

Method 2: Search by Card Number

If the chargeback alert does not include an authorization code, you can find the transaction using the customer's card details:

1. In the Filters section, ensure your Date Range is correct.

2. Enter the Last Four Digits of the card number.

3. (Optional): You can also enter the First Six Digits of the card number.

4. Click Apply Filter.

5. Select the Order ID to view more custumer and order details.

After searching, you may get several results. You must verify you have the correct one before proceeding.

Raise the Dispute

Once you are sure you have the correct transaction, you can log the dispute:

1. Click the Order ID of the verified transaction to open its details.

2. In the Order History, find the specific transaction you need to dispute.

3. Click the lightning bolt icon to open Actions.

4. Select Raise Dispute from the menu.

5. Select the Dispute Type. The same process applies for all types:

   • Chargeback: A formal dispute filed by the customer through their bank, which immediately reverses the transaction amount until it’s resolved.

   • RDR: An automated process that allows merchants to proactively refund disputes before they become official chargebacks.

   • Ethoca: A network alert system that notifies merchants of disputes early so they can issue refunds and prevent chargebacks.

   • CDRN: A similar alert program that connects directly with banks to help merchants resolve disputes quickly and avoid chargebacks.

6. Get the Case Number from your processor and enter it.

7. Enter the Receipt Date (the date you received the dispute, e.g., November 4).

8. Select the Main Reason. They include:

Dispute Type	Meaning	Main Reason
Chargeback	A chargeback is a forced reversal of a card transaction initiated by the cardholder’s bank. It occurs when the cardholder disputes a transaction, and the issuing bank requests the funds back from the merchant.	Non-receipt of merchandise: The customer states they never received the product they paid for. Fraud – Card Absent Environment: The cardholder claims their card details were used fraudulently in an online, phone, or mail-order transaction. Cancelled Merchandise/Services: The buyer cancelled the order or service, but the merchant still charged them. Cancelled Recurring Transaction: A subscription was cancelled, but charges continued to be made. No Cardholder Authorization: The cardholder denies they approved the transaction at all. Cardholder Dispute: A general dispute, where the cardholder is unsatisfied with the product or service (quality issues, not as described, partial delivery, etc.). Cardmember denies participation in a mail order: The customer claims they did not place or authorize the mail-order purchase.
RDR	RDR (Rapid Dispute Resolution) is an automated dispute resolution system by Visa that allows merchants to accept certain disputes instantly, preventing them from becoming chargebacks.	RDR dispute: Issuers trigger an automated dispute alert, and the merchant accepts liability automatically before a chargeback can be filed.
Ethoca	Ethoca is a collaborative fraud and dispute prevention network that enables issuing banks to alert merchants in real time about confirmed fraud, allowing merchants to stop fulfillment or refund before a chargeback occurs.	Ethoca – Fraud: The issuing bank has confirmed fraudulent activity on the customer's card and alerts the merchant to stop shipment or issue a refund immediately.
CDRN	CDRN (Cardholder Dispute Resolution Network) is a system by Verifi that notifies merchants of disputes directly from issuing banks, giving them a chance to resolve the issue before it becomes a chargeback.	CDRN – Fraud: The issuer reports a suspected fraud claim from the cardholder, allowing the merchant to resolve it before a chargeback is created.

9. Click Submit to complete the process.

   Dispute Tip

   Once the dispute is logged, you will see the chargeback successfully stacked and the subscription status updated to Canceled, ensuring no further chargebacks are generated from this customer since the subscription has been stopped.

By carefully following these steps, you ensure every chargeback or alert is accurately recorded, helping maintain clean data, prevent repeat disputes, and protect your business from unnecessary losses.

Related Guides

These guides help you investigate payment issues, manage customer activity, and understand how disputes impact subscriptions and reporting:

• View Detailed Transaction History and Apply Advanced Filters

• Manage Subscriptions in Bulk in Phoenix

• Search for Customers, Refund, and Modify Subscriptions

• Track Changes with the Audit and Action Logs

• Understand Revenue vs. Failed Billing Cancelled