This article explains how refunds (credits) work when a chargeback alert has an error status. It covers when you can request a credit, what happens after you submit, and what to do if you can't submit a request.
This article applies to alerts with the statuses Not Found, Expired (formerly Lost), Already a Chargeback, Failed Transaction, and Previously Refunded. It does not explain the step-by-step filing process (see the Manual Credit Request guide), and it does not explain how to refund unused Balance.
Duplicate alerts are credited automatically through a System Credit Request, so you don't need to file a request for them.
How Alert Refunds Work
Alert refunds are handled as Manual Credit Requests or Automatic Credit Requests (also called System Credit Requests) that are credited to your account balance.
If you need credit for alerts with error statuses, follow this guide to file a Manual Credit Request.
If your request is approved, then the refund is applied to your account balance.
This changes your balance. It doesn't send a refund to your card or bank account.
What Happens After You Submit the Request
The following events will happen after you submit the request:
We review the evidence, pending approval from Verifi and Ethoca.
You receive an automated email with the result.
If the request is approved, then the credit is applied to your balance.
If the request is rejected, then the email includes the next steps.
Reviews can take 5–10 business days because we need to wait for approval from Verifi and Ethoca.
What To Do If You Can't Submit a Credit Request
If you can't submit a Manual Credit Request, or evidence for an Automatic Credit Request, then you will need to contact Support and send them the following information:
Alert ID of the chargeback alert in question
Screenshots of evidence proving the alert had an error status
Follow our guide on acceptable evidence for crediting alerts with error statuses.
💬 Still need help? Contact Chargeback.io support.