This article applies to merchants in Chargeback.io who need to remove, disable, or unenroll one or more billing descriptors from solutions networks (Ethoca and Verifi) so they stop receiving alerts or lookups for those descriptors.
This article also covers removing all billing descriptors from all solutions networks. Merchants sometimes describe this request as closing/cancelling their account or cancelling alerts.
This article does not apply to canceling a subscription.
How to Remove Billing Descriptors from Solutions Networks
The below methods will show you different ways to remove billing descriptors from solutions networks in Chargeback.io.
You might continue to receive alerts or lookups after entering submitting descriptors for unenrollment.
Full unenrollment typically takes 1–2 business days for RDR and CDRN, but up to 5 business days with Ethoca. These timelines are controlled by Verifi and Ethoca, not Chargeback.io.
Method 1: Submit an Unenrollment Form
If you want to remove one or more billing descriptors from solutions networks, then fill out the unenrollment form.
This request changes enrollment for the billing descriptors you include in the form. It doesn't remove billing descriptors that you do not include.
What Happens After You Submit the Form
If you submit the unenrollment form, then we process your request within 12 hours.
After we process your request, Verifi and Ethoca can take up to 7 days to remove the selected billing descriptor(s) and related enrollments from their systems.
Method 2: Get Human Help
If you want human help removing one or more billing descriptors from solutions networks, then Support can submit the unenrollment request for you.
Open the chatbot and type "human" or "agent". When the chatbot asks you for context, tell it that you want to unenroll your billing descriptors.
Include the account you want us to update and the billing descriptors you want removed. If you want to remove only some billing descriptors, then list only those billing descriptors.
Get your Ethoca and Verifi Case IDs
If you plan to use another chargeback solutions provider, then ask Support for your Ethoca and Verifi Case IDs after unenrollment is complete.
You can also request those Case IDs after you receive the automated email that confirms your final billing descriptor is unenrolled.
Method 3. Transfer to Another Provider
If you plan to move to another chargeback solutions provider, then review Transfer your solutions from Chargeback.io to another provider before you submit an unenrollment request.
Method 4: Disconnect the Shopify integration
Uninstalling the Chargeback.io Shopify app may start unenrollment for the billing descriptors associated with that store. Alerts can continue until those descriptors are fully unenrolled.
To confirm or request unenrollment, contact Support or submit the unenrollment form.
Check the Billing Descriptor Status
If network removal is still in progress, then the billing descriptor shows the Pending Unenroll status and you can still receive alerts and lookups for that billing descriptor during that period.
If the billing descriptor shows the Unenrolled status, then network removal is complete and you can enroll that billing descriptor with another chargeback solutions provider.
💬 Still need help? Contact Chargeback.io support.