We will use the following terms frequently throughout this guide:
Count: Refers to the number of chargeback alerts.
Volume: The total value of the order your alert is for.
Example: You get one alert of an order value of $100, followed by a second one for a value of $500. Your volume would be $600.
Please remember this information; otherwise, you will be confused when interpreting the dashboard.
When signing in, you will first see your dashboard. If this does not happen, click Dashboard in the sidebar.
Let's start off with a video overview of your dashboard.
Video Introduction to Your Chargeback.io Dashboard
Account Status Pending
When first registering for an account, your dashboard will be empty. It may take up to 48 hours to register your account.
We will notify you by email when your account is active.
1. Alerts
Under Alerts, you can:
Manage alerts
Manage credit requests
Configure your enrollments
1A. Alerts Overview
Alerts Overview shows you the amount of chargeback alerts within a certain period of time. Filter the timeframe that you would like to see based on the following settings:
7 days: Total number of chargeback alerts within the previous 7 days.
30 days: Total number of chargeback alerts within the previous 30 days.
All time: Every alert your account has had.
Custom: Set the custom timeframe you would like to see your alerts.
Hover your mouse cursor over a certain day and you will see a popup that shows the total amount paid in chargeback notification fees for every enrollment active.
You can also filter what you see by the number of chargebacks (Count) or the total amount paid in chargeback alert fees (Volume).
1B. Alerts by Source
This shows you the Count and Volume of alerts by alert network (e.g., RDR). It will also show the total amount of money you paid for chargeback alerts.
For further information, hover your mouse cursor above — or tap if you are on mobile — the color that corresponds with the enrollment you would like to see.
You will see the following information:
Date Range: Top
Count: Left side
Volume: Right side
1C. Alerts by Card Type
This block shows you the total number of chargeback alerts and fees paid by card network (e.g., Visa).
1D. Alerts by Bank
This block will show you the Count and Volume of chargeback alerts by bank.
For further information, hover your mouse cursor above — or tap if you are on mobile — the color that corresponds with the enrollment you would like to see.
You will see the following information:
Date Range: Top
Count: Left side
Volume: Right side
1F. Alerts by Country
This block will show you the total Count and Volume of chargeback alerts by country.
To see more information about each country, hover your mouse cursor — or tap if you are on mobile — on the chunk of the pie chart that corresponds with the country’s color.
You will see the following information:
Date Range: Top
Count: Left side
Volume: Right side
1G. Alerts by Outcome
This section shows the total Count and Volume by alert status. We interpret these alerts in a separate guide.
Each has the following meaning:
Resolved: There is no further action needed on your end.
In Progress: Newly received alerts. The system is currently automatically refunding them.
No action is needed on your part.
Auto-Refunded: The transaction was automatically refunded.
No further action is required on your part.
Manually Refunded: You manually refunded the transaction.
Attention: You must manually refund a transaction.
Lost: The customer has not been refunded (manually or automatically).
If the transaction is manually refunded, set this status to Manually Refunded.
1H. Alerts by Descriptor
This section will display the total Count and Volume for every descriptor used for the business account you are logged in with.
You must click a day on the graph to see the exact Count and Volume for your descriptor. To filter a specific descriptor, click the All box in the upper-right corner and a dropdown box will appear. It will display all of your billing descriptors.
1I. Manage Credit Requests
If you have a false chargeback alert, an alert that doesn't belong to you, you can submit and manage credit requests here.
Follow these guides to learn how to handle different request types:
Manual Credit Requests: Send requests for credits on alerts.
Automatic Credit Requests: Sometimes requires you to send evidence.
1J. Configure (Enrollment Management)
Configure has two pages:
1J1. Enrollment:
On Enrollment, you can:
Add billing descriptor(s)
See what descriptor(s) you have active or inactive
Submit BINs and CAID(s) or ARNs for RDR
Track your enrollment and unenrollment/disenrollment status
Read this piece to learn how long enrollment typically takes.
Here's a video that'll explain everything you need to know about enrollment management:
1J2. Auto-Refund
On Auto-Refund, you can:
Set refund thresholds for automatically refunding alerts
Manage Auto-cancel subscriptions (Stripe merchants only)
2. Team
Team allows you to do the following:
Invite new users
Manage user permissions
See this guide on inviting and managing new users, virtual assistants, or chargeback analysts.
3. Integrations
Integrations allows you to manage connections with our integrations and apps. See this guide on adding and removing integrations.
"Integrations" means that Chargeback.io is connected directly to your payment processes, allowing us to refund transactions on your behalf (automatic refunds) with CDRN and Ethoca. As by default, Ethoca and CDRN require manual refunds.
Manage the automatic refunds (Auto-Refund) settings for your integration(s) under Configure > Auto-Refund.
💡 Questions or concerns?
Get help from our support specialists at Chargeback.io.