This article explains how to connect, reconnect, and disconnect payment processor integrations and apps in Chargeback.io. A supported payment processor integration lets Prevent automatically refund transactions linked to CDRN and Ethoca Alerts, according to your auto-refund settings.
This article covers managing integrations in general. It does not cover the specific credentials each processor needs (see the per-processor guides) or how to set auto-refund thresholds.
Integrate Page Video Introduction
Connecting and Managing Integrations
1. Connect an Integration (Existing Account)
In the sidebar, click Alerts, then select Configure from the dropdown.
On the Configure page, click the Integrate tab.
Find the integration you want to connect and click
Connect.Follow the steps to provide the required information and/or download the app.
If you reconnect after disconnecting, follow the same steps as for a first-time connection.
ℹ️ Each integration requires different information. Find your processor in these integration guides for the exact details.
2. Connect an Integration (During Onboarding)
On the payment processor screen during onboarding, find the processor you want to connect.
Click
Connectand enter the required information.
3. Disconnect an Integration or App
In the sidebar, click Alerts, then select Configure from the dropdown.
On the Configure page, click the Integrate tab.
Find the integration you want to disconnect and click
Disconnect.If you're using Shopify or Stripe, uninstall the app from the processor's dashboard.
Disconnecting a payment processor doesn't stop alerts immediately, but automatic refunds through that integration stop. Handle any Ethoca or CDRN alerts that need action manually.
If you uninstall the Shopify app, this may also start unenrollment for your store's billing descriptors. Contact Support if you want to keep receiving alerts and refund them manually.
4. Important Notes
No confirmation email is sent when you disconnect an integration or app (except for Shopify unenrollment notices).
If Ethoca or CDRN alerts are being auto-refunded even though you have auto-refunds turned off, contact support.
RDR automatically refunds transactions that meet your RDR rules. You can't turn off RDR auto-refunds. To stop them, request unenrollment of your descriptors from RDR. Alerts can continue until unenrollment is complete.
You cannot connect more than one of the same integration to a single account (for example, two Stripe accounts). To manage multiple payment accounts, follow the guide for creating multiple business accounts.
Troubleshooting
1. Your credentials are rejected, or the connection spins and won't link
This usually means the connection didn't complete because of a credential issue.
Fix: Confirm you pasted the actual key value (not the key's name or ID), confirm the key has the required permissions in your processor, and try generating a fresh key. If it still won't connect, take a screenshot of the error and contact support.
2. The integration looks connected, but auto-refunds aren't working
Some integrations need a specific permission to issue refunds. For example, the Chargeback.io Shopify app needs read and write access to Payment Acceptance. If that permission wasn't granted, auto-refunds won't process even though the integration looks connected.
Fix: Disconnect and reconnect the integration so the permission prompt appears again, and grant the required access.
3. Your alerts are going to Attention instead of being auto-refunded
An Ethoca or CDRN alert can go to Attention when Chargeback.io loses access to your processor, cannot confirm one matching transaction, or cannot refund it under your auto-refund settings.
Fix: Check the reason shown on the alert first. If it says Chargeback.io couldn't access your processor, check whether the key was changed or revoked, then reconnect the integration.
For matching or refund-setting issues, follow Why an alert was not auto-refunded and take action before the alert deadline.
4. You're waiting on a "manual" integration
Some processors don't have a supported integration. You can request one, but not every request will be accepted. These requests don't have a published completion timeline.
Fix: If you've requested one, you can ask support for a status update, but the timing can't be guaranteed in advance. See Request a new payment processor or app integration.
Further reading:
💬 Still need help? Contact Chargeback.io support.