This article explains what each alert status means for merchants. Use this article to identify whether the alert requires action.
This article does not explain how to refund a transaction, how to file a credit request, or how to submit evidence.
Before You Review an Alert Status
An alert status tells you whether the alert still needs work from you.
An alert status doesn't confirm whether you were billed for the alert. To check billing, open the alert and review Alert Payment Status.
Attention Status
Action required: Yes
Next step: Search for the transaction in your payment processor.
An Attention status alert means the alert still needs action from you.
If you have Manual Refunds enabled, then an Attention status means you must find the transaction in your payment processor and refund it manually.
If our system cannot trace a matching transaction in your payment processor, then the alert will also show Attention status.
If you need help finding the transaction, then use the guide for searching transactions for Attention alerts.
Bad Alert Statuses
Action required: Yes
Next step: Follow the process for the specific bad alert status shown on the alert.
The following are bad alert statuses:
Alert Status | Description | Action Required |
Expired (formerly Lost) | This alert expired before a refund was issued. | |
Declined | This transaction didn't meet the criteria for an auto-refund under your account rules. | |
Not Found | You couldn't locate a matching transaction in your processor. | |
Failed Transaction | This transaction failed or was unauthorized. | |
Previously Refunded | This transaction was already refunded through your processor before the alert was received. | |
Already a Chargeback | This transaction was already a chargeback before the alert was received. | |
Error | System error. |
A bad alert status means the alert requires a credit submission or an evidence submission.
If an alert has a bad alert status, then action is required.
Duplicate Status
If an alert has Duplicate status, then we automatically create and approve a System Credit Request for that alert.
If you don't receive a credit for a Duplicate alert, then check the alert's Alert Payment Status before you investigate further.
Alert Statuses That Do Not Require Action
The alert statuses in this section do not require action from you.
If an alert appears in this section, then the alert was already refunded or otherwise resolved.
Alert Status | Description |
Auto-refunded | Auto-refund successful. |
Manually Refunded | This alert has been manually marked as refunded. |
Provider Status and Request Status
When you open an alert and view the credit request panel, you may see two separate fields: Request Status and Provider Status. These are different and cannot be changed in the same way.
Request Status reflects the state of your credit request submission. Statuses such as Reopened appear here.
Provider Status reflects the state of the credit request as reviewed by our team. Provider Status can only move from Pending to Request Sent. No other transition is supported.
If you are trying to set Provider Status to Request Sent and the option is unavailable, check that the current Provider Status is Pending. If it is not, the transition is not allowed from that state.
If Provider Status is not updating as expected, contact Support.
💬 Still need help? Contact Chargeback.io support.