Follow this guide if an Ethoca or CDRN alert wasn't automatically refunded.
This article applies to merchants using Ethoca or CDRN alerts in Chargeback.io. 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 Chargeback.io could not confirm one matching transaction to refund automatically.
This usually happens for one of these reasons:
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.
If Manual Refunds is enabled, then Chargeback.io will not refund Ethoca or CDRN alerts automatically. You must refund those alerts yourself.
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 cannot search your payment processor for you and cannot process the refund on your behalf.
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 Manually Refunded 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 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.
💬 Still need help? Contact Chargeback.io support.