This article applies to merchants who see the status Previously Refunded on a chargeback prevention alert. This article explains why the alert has that status and what to do next.
It doesn't explain how to file credit requests or provide any help for previously refunded account balances.
What the Previously Refunded Status Means
If your chargeback prevention alert shows Previously Refunded, then the transaction was already refunded through your processor before the alert was received.
What to Do If You See This Status
Your next step depends on how the Previously Refunded status was applied.
1. If the Status Was Set Automatically
If the Previously Refunded status was set automatically, then we create a system credit request for you.
Go to your credit requests and check whether we asked for evidence. If evidence is required, then submit it there.
2. If You Set the Status Yourself on an Attention alert
If you manually changed an Attention-status alert to Previously Refunded, then you must file a Manual Credit Request.
What Happens Next
The request will move forward through the normal review process. If you aren't able to submit a credit request, then you'll need to contact Support.
If you contact Support for this issue, provide:
Applicable evidence of the transaction not appearing
Alert ID
See this piece for what evidence Support would need.
💬 Still need help? Contact Chargeback.io support.