Declined Alert Error Status: What to Do

This article applies to merchants who see the status Declined on a chargeback prevention alert. This article explains why the alert has that status and what to do next.
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It doesn't explain how to file credit requests, how to decline alerts, how to decline alerts for certain criteria, or how to address declined credit requests.

If your chargeback prevention alert shows Declined, then the transaction didn't meet the criteria for an auto-refund under your account rules.

You received the Declined status because an Ethoca or CDRN alert exceeded your auto-refund threshold.

You may have received this status on an RDR alert because it did not meet the criteria you set for RDR alerts. When first setting up your account, if you didn't specify a currency for RDR to refund other than USD, this will also lead to Declined-status alerts.

If you didn't want an alert to be declined, then you will need to change your auto-refund thresholds for Ethoca & CDRN and/or RDR. See this guide on changing auto-refund thresholds.

To prevent future Declined statuses on RDR alerts that you want to have refunded, you will need to adjust your RDR rules. See this guide on what RDR rules you can set and how to change them.

If the transaction doesn't exist, was already a chargeback, or was already refunded before the alert, you will need to file a Manual Credit Request.

In this scenario, you'll need to contact Support and tell them:

If you changed your rules for RDR or threshold for Ethoca & CDRN, then you should receive fewer alerts with this status.

If you submitted a credit request, keep an eye on the request in case we ask for further evidence. If you can't file a credit request, then that means this alert can't be credited.