This article explains how merchants can enable manual refunds for CDRN and Ethoca chargeback prevention alerts in Chargeback.io.
This article applies to merchants who want to review eligible alerts and refund them manually instead of using auto-refunds.
This change affects CDRN and Ethoca alerts. It does not explain how to disable auto-refunds for an existing account, how to process Attention-status alerts, or how to manage Rapid Dispute Resolution (RDR) alerts.
Video: Set Up Manual Refunds
Before You Set Up Manual Refunds
Before you set up manual refunds, confirm which setup path applies to your account.
If you already have an active account with auto-refunds enabled, then you must disable auto-refunds first.
If auto-refunds stay enabled, then eligible CDRN and Ethoca alerts will continue to refund automatically.
If you are still onboarding a new account, then you can choose Manual Refunds during onboarding.
Further reading:
How Manual Refunds Work
When manual refunds are active, CDRN and Ethoca alerts with the Attention status require manual review and action.
If you don't act on an Attention alert before the alert deadline, then the transaction can escalate into a chargeback.
Further reading:
Make Sure You Don't Miss Alerts
When manual refunds are active, you must monitor new alerts every day.
Choose at least one of these monitoring methods:
Check your dashboard daily.
Enable email notifications for alerts.
If you don't monitor alerts, then you can miss the deadline.
Further reading:
Set Up Manual Refunds During Onboarding
To set up manual refunds during onboarding, select the manual refund option when you create the account.
In Step 2 of onboarding, click
Selectunder Manual Refunds.Click
Continue.In Step 3, turn on Ethoca and/or CDRN.
In Step 4, add your descriptors.
Finish onboarding.
Further reading:
💬 Still need help? Contact Chargeback.io support.