Some alerts are not billed immediately and not shown in the Alerts table.
This applies to alerts with the following statuses:
Failed Transaction
Previously Refunded
Already a Chargeback
Duplicate
ℹ️ See this guide for more information on chargeback alert statuses.
When Chargeback.io automatically assigns one of the statuses above, the system creates a single system credit request.
What if you notice a 'Manual' status?
This may occur for one of the following reasons:
You received an Ethoca alert.
Your account has no connected payment processors.
The alert is set to Attention.
You manually set the alert’s status — for example, to Previously Refunded.
⚠️ Manual credit requests are not yet available. We’ll notify you when they are.
Request Statuses
You will see one of the following statuses under the Credits column:
Pending: Automatically set after the system creates a new request.
Requires proof: Proof is needed to confirm the alert was invalid.
You must provide this proof within 14 days; otherwise, your request will be denied.
Approved: The request has been approved. You will not be charged for the alert.
Auto-approved. The same as Approved.
Not applicable to anything except Duplicate alerts, which are always non-billable by default.
Rejected: The request was denied. You will be charged for the alert.
Reopened: The case has been reopened.
Please read through these questions to get more information on the above statuses.
What Evidence Do I Need?
What Evidence Do I Need?
Follow these steps to submit evidence:
1. Click the image icon to attach a screenshot.
2. In the popup that appears, explain the reason for the request.
3. Click Click to Upload Files to attach your screenshot.
Below are examples of acceptable screenshots depending on the request status:
Ensure your business name appears in the screenshot to confirm it’s from your payment processor.
1. Already a Chargeback
Your screenshot should include:
Dispute date
Your business account
Information that could connect the alert to the transaction:
Dispute date
Issuer/bank
Amount
Card brand
Screenshot examples:
Stripe Example
Stripe Example
Shopify Example
Shopify Example
2. Previously Refunded
Screenshot must include:
Refund issuance date
Issuer/bank
Amount
Card brand
Screenshot examples:
Stripe Example
Stripe Example
Shopify Example
Shopify Example
3. Failed Transaction
Include:
Date
Transaction amount
Card number
Card brand
⚠️ Shopify does not support a “failed transaction” status.
4. Not Found
Filter the alert details until no search results appear.
Screenshot examples:
Stripe Example
Stripe Example
Shopify Example
Shopify Example
Why Was I Rejected?
Why Was I Rejected?
Your request may have been rejected for one of the following reasons:
The request reason is invalid
No proof provided
The provided proof is ineligible
Ineligible request
Other (details will be included in your email)
If your request is rejected, you’ll receive an email explaining why.
💡 Tip
Need more help? Get support from our representatives at Chargeback.
We’re here to help with any questions you may have.