This article applies to merchants who see the status Failed Transaction 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.
What the Failed Transaction Status Means
If your chargeback prevention alert shows Failed Transaction, then the transaction failed or was unauthorized, so no refund was issued.
What to Do If You See This Status
Your next step depends on how the Failed Transaction status was applied.
1. If the Status Was Set Automatically
If the Failed Transaction 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 Failed Transaction, 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.