This article applies to merchants who see the status Previously Refunded on a chargeback alert in Prevent. 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 Prevent alert shows Previously Refunded, then the transaction was already refunded through your processor before the alert was received.
Check the refunded amount in your processor. If it was only a partial refund, contact Chargeback.io support promptly with the Alert ID and refund details to confirm what action is still needed.
A partial refund does not prevent the customer from disputing the transaction.
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.
If Credit automation is already active for this system credit request, Chargeback.io handles the proof. Contact Support if the request still asks for evidence. Otherwise, submit any requested evidence 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
Manual Credit Requests and system requests not covered by active Credit automation follow the normal review process. Check the request's status in Credits. 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 the refund date, confirmation showing the transaction was refunded before the alert, and the Alert ID.
See this piece for what evidence Support would need.
💬 Still need help? Contact Chargeback.io support.