This article applies to merchants who use Ethoca Alerts, CDRN, or RDR through Prevent. Use this article to turn on auto-refunds for Ethoca Alerts and CDRN and change auto-refund thresholds for Ethoca Alerts or CDRN.
Video Guide to Set Up Auto-Refunds
Before You Start
Before you turn on auto-refunds for Ethoca Alerts or CDRN, confirm that your payment processor is connected to Chargeback.io through an active integration or app.
If you do not have an active integration, then Ethoca Alerts and CDRN auto-refunds stay unavailable until you connect one. RDR does not require a payment processor integration and refunds transactions that meet your RDR rules.
Chargeback.io doesn't process the refund itself. Your bank or payment processor manages and executes the refund.
If your integration is Shopify, confirm that the Chargeback.io app has read and write access to Payment Acceptance in Shopify. If this permission was not granted during installation, auto-refunds will not process even when your integration shows as connected.
If auto-refunds are not working and your Shopify integration is active, disconnect and reconnect the integration under Alerts > Configure > Integrate to re-trigger the permission prompt. See the Connect Shopify guide for steps. If the issue persists after reconnecting, contact Support.
Further reading:
Turn On Auto-Refunds for Ethoca Alerts & CDRN
Use these steps to turn on auto-refunds for Ethoca Alerts and CDRN:
In the sidebar, click Alerts.
From the dropdown, select Configure.
Open the Configure Auto-Refund tab.
Turn on Ethoca Alerts & CDRN.
Set an Auto-Refund Threshold for Ethoca Alerts, CDRN, or RDR
Use an auto-refund threshold to control which alerts refund automatically.
To change an auto-refund threshold:
In the sidebar, click Alerts.
From the dropdown, select Configure.
Open the Configure Auto-Refund tab.
Next to Ethoca Alerts & CDRN or RDR, click
Edit.In the pop-up, click Set custom threshold.
Enter your preferred amount range.
Click
Confirm.
Changes to RDR auto-refund thresholds can take up to 5 business days to apply.
To auto-refund every eligible alert, select Refund All Alerts in the pop-up.
If refund behavior doesn't match the threshold you set, then check the transaction currency. Currency conversion can cause a refund to trigger when the original transaction amount looks below your threshold.
Turn Off Auto-Refunds for Ethoca Alerts & CDRN
Use these steps to turn off auto-refunds for Ethoca Alerts and CDRN:
In the sidebar, click Alerts.
From the dropdown, select Configure.
Open the Configure Auto-Refund tab.
Turn off Ethoca Alerts & CDRN.
This change applies instantly.
How RDR Auto-Refunds Work
If RDR is active on your account, then transactions that meet your RDR rules automatically refund. If a transaction doesn't meet your rules, then the alert is Declined and no refund is sent.
You cannot turn off RDR auto-refunds from the Configure Auto-Refund tab.
To stop RDR alerts, unenroll your descriptor(s) from RDR. If you need to stop RDR auto-refunds, then use the descriptor unenrollment guide.
How Auto-Refund Thresholds Work
The default auto-refund threshold is $0.00. If the threshold is $0.00, then all eligible alerts automatically refund.
If you set the threshold to $100, then transactions above $100 do not auto-refund.
What These Settings Change
These settings change which alerts qualify for automatic refunds. They don't change how refunds are processed. Your bank or payment processor still executes the refund.
đŹ Still need help? Contact Chargeback.io support.