Follow this guide if an Ethoca Alerts or CDRN alert in Prevent wasn't automatically refunded.
This article applies to merchants using Ethoca Alerts or CDRN in Prevent. It explains why an alert stayed in Attention instead of being automatically refunded, and what to do next.
This article does not explain how to find transactions inside your payment processor.
Why an Alert Was Not Auto-Refunded
If an Ethoca or CDRN alert stays in Attention, then it still needs action from you.
Alerts with the Attention status can happen when you use manual refunds, when Chargeback.io cannot confirm one matching transaction to refund automatically, or when your payment processor cannot complete the refund.
You may still be able to find and refund the transaction manually.
One of these reasons could be why Chargeback.io couldn't find a matching transaction:
More than one transaction matched the alert details.
We could not match the alert to a transaction with enough confidence.
A tokenized payment method, such as Apple Pay, Google Pay, or Shop Pay, hid the card details needed for automatic matching.
If Auto-Refund is enabled, then manual action is required when the system cannot verify a single matching transaction or your payment processor cannot complete the refund.
Check the refund status and any error in your payment processor. An insufficient available balance or an account restriction can prevent the refund from completing. Resolve the issue with your payment processor, and check whether a refund is already pending or completed before trying again.
If you selected Other during onboarding and have not connected a supported payment processor, Chargeback.io cannot automatically refund Ethoca or CDRN alerts. You must refund the matching transactions manually.
What to Do If an Alert Has the Attention status
If an Ethoca or CDRN alert has the Attention status, then you must check your payment processor and take action before the alert deadline.
Go to your payment processor and search for the matching transaction. If you find the correct transaction, refund it within the required timeframe.
Chargeback.io support cannot manually search your payment processor or manually refund the transaction for you.
If you need help confirming whether a transaction matches an alert, contact Support and include screenshots of the transaction details that match the alert.
How to Find Attention Alerts
To find alerts with the Attention status:
Go to Alerts in the left sidebar.
Filter the alert list by Attention.
If You Can't Find the Transaction
If you cannot find a matching transaction, or the alert falls into a different exception case, then update the alert to the correct status.
Use one of these statuses:
Choose the status that matches the alert outcome. After you change the status, you may need to complete additional steps based on that status.
Click links on each alert status to learn when you should apply the status and what to do after applying the status.
After You Manually Refund the Transaction
If you manually refund the transaction, then change the alert status to Manually Refunded. Use the Manually Refunded status for both full refunds and partial refunds.
To update the status:
Go to Alerts in the left sidebar.
Find the alert you refunded.
Click the current alert status.
Select Manually Refunded.
FAQs
Why was an alert auto-refunded though I have auto-refund disabled?
Why was an alert auto-refunded though I have auto-refund disabled?
If Auto-Refund is disabled for Ethoca Alerts and CDRN, but the alert was still automatically refunded, contact Support and include the alert ID.
How do you know whether a transaction was auto-refunded?
How do you know whether a transaction was auto-refunded?
If notifications are enabled, you will receive an email confirming that the transaction was automatically refunded.
You can also check the alert in your Chargeback.io dashboard. If the alert was automatically refunded, the status will show as Auto-Refunded.
đŹ Still need help? Contact Chargeback.io support.