What to do if an alert has Not Found status

This article applies to merchants who see the status Not Found on an alert in Prevent. It 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 or provide any help for finding transactions.

If an alert in Prevent shows Not Found, then it has been marked as having no matching transaction. Check your payment processor’s dashboard before concluding that the transaction does not exist.

If you still cannot find a matching transaction, check whether a credit request already exists for the alert. If no request exists and the alert meets the eligibility requirements, file a Manual Credit Request.

If you later find the matching transaction, review its payment and refund status and follow the manual-refund steps if it still needs a refund. If a credit request already exists for a transaction you have now found, or you cannot update the alert status after refunding it, contact Support with the Alert ID and transaction details.

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:

See this piece for what evidence Support would need.