Automatic Credit Requests, also called System Credit Requests, are created for Prevent alerts when specific conditions are met. This does not mean Credit automation is active. If your System Credit Request asks for proof, follow the steps below. When Credit automation is active, Chargeback.io handles proof for the system requests it covers.
If your request is approved, we'll return the full alert cost as a credit to your Balance.
Eligibility
You can request a credit for alerts with one of these statuses: Already a Chargeback, Failed Transaction, Previously Refunded, or Not Found.
For RDR alerts, only duplicates qualify for a credit. Duplicate alerts are credited automatically through a System Credit Request.
See the Alert Status Reference Guide for details on each status.
To qualify, you must also meet these conditions:
You have an active Chargeback.io account that received the alert.
Your role is Owner, Admin, or Manager.
If you refunded the customer through your payment processor, the refund must have been completed before the alert was received to qualify as Previously Refunded.
No other credit request exists for the same alert ID.
⚠️ Credits for "Expired" (formerly "Lost") alerts are only applicable if you could not find a transaction that matches the "Expired" alert in your dashboard.
How Do I Know Whether a Credit Is Manual or Automatic?
In the sidebar, select Alerts.
From the dropdown, select Credits.
Click + Add Filter.
Check the box beside Request Type.
Once the filter is active, click Request Type again.
From the dropdown, select System.
All System (Automatic) credit requests will now be shown.
When the "Proof Needed" Status Appears
Sometimes, we need extra documents to confirm if a credit is valid. If you see "Proof Needed," follow these steps:
Step 1: Go to the Credits Page
In the sidebar, select Alerts.
From the dropdown, select Credits.
Step 2: Find the Credit(s) That Need Proof
Click the Request Status filter.
From the dropdown, check Requires Proof.
All credits that need proof will now be listed.
Step 3: Upload the Proof
1. If using List view
Click the Framed Picture icon:
2. If using Grid view
Click View proof:
Step 4. Attach Files
A pop-up window will appear. Click Click to Upload and choose your files.
How to Track Your Credit Status
You can track the progress of your credit request by:
Select Alerts under Prevent in the left sidebar.
Choosing Credits from the dropdown menu.
Checking the Request Status column for the current status.
Clicking the eye icon on the right to view full submission details (in List view).
Click
View proofif in Grid view.
Credit-request emails can notify you when your credit is Approved or Rejected. While Credit automation is active, those emails stop for the business account, so check the Request Status in Credits.
What To Do If Your Credit Request Is Rejected
You cannot submit new evidence for Automatic Credit Requests, also known as System Credit Requests. You can only re-submit evidence for Manual Credit Requests.
What Evidence Do I Need?
If your System Credit Request asks for proof, make sure your evidence meets the requirements below:
Submit within 14 days of receiving the alert.
Upload at least 1 file (maximum 20).
Accepted formats:
.png,.jpeg,.jpg,.pdf,.txt,.doc,.docx,.odt,.rtf,.xls,.xlsx.
Every screenshot or document must clearly show your business name or merchant account ID.
For the statuses Already a Chargeback, Previously Refunded, Failed Transaction, and Declined, each screenshot must include at least three of the following details to identify the transaction:
Card brand
Last 4 digits of the card number
Transaction amount
Here are more details on what to include for each status:
Status | What Evidence Must Show |
Already a Chargeback | Chargeback date and reference showing it occurred before the alert. |
Previously Refunded | Refund date and confirmation showing it was processed before the alert. |
Failed Transaction | Processor or bank record showing the payment failed or was not authenticated. |
Declined | Processor or bank record showing the payment was declined. |
Not Found | Screenshot of search results or transaction history showing no matching transaction for the alert. |
Expired (formerly Lost) | Same rules as "Not Found." |
💬 Still need help? Contact Chargeback.io support.