How Deflect billing works

Deflect is billed per lookup through Order Insight and Consumer Clarity. Lookup charges are deducted from your Chargeback.io balance.

This article covers Deflect lookup billing only. It does not cover Prevent chargeback alert billing for Ethoca Alerts, Rapid Dispute Resolution (RDR), or CDRN. For those charges, see how Prevent billing works.

A Deflect lookup is a request from your customer's bank for more information about a purchase. Deflect shares the available purchase details through Order Insight or Consumer Clarity to help the customer or their bank recognize the charge.

A lookup does not mean a chargeback has been filed. Opening a banking app or calling a bank does not necessarily create a lookup. A lookup happens when the bank requests the purchase details.

Deflect lookup fees depend on the channel the bank uses to request the purchase details.

A banking-app lookup retrieves purchase details for a customer viewing a transaction in their bank's app or online banking. The customer can use those details to check what they bought without calling their bank.

A call-center lookup happens when a bank support agent requests purchase details to help a customer identify a charge. This refers to the customer contacting their bank, not calling Chargeback.io or your support team.

A Mastercom lookup retrieves Consumer Clarity purchase details through Mastercom, Mastercard's dispute-management system used by banks. You do not need to use Mastercom yourself.

Bank staff may use Mastercom while helping a customer. A lookup requested through Mastercom is recorded under the Mastercom category, which has its own rate in the table above.

You cannot choose which channel an individual Deflect lookup uses. The lookup type depends on how the customer's bank requests the purchase details.

Chargeback.io also does not control the lookup type.

For example, details requested for display in a banking app use the banking-app channel. Details requested through Mastercom use the Mastercom channel.

Deflect lookup charges are deducted from your Chargeback.io balance. For example, 10 banking-app lookups at $0.50 each cost $5.00, so $5.00 is deducted from your balance.

Every recorded lookup is billed, no matter whether an order matched.

You can find Deflect lookup charges under Deflect or in your account's Billing page.

Deflect lookup charges appear with Lookup in the Service field.

Yes. Deflect charges for the lookup, so the lookup fee applies even if the customer later files a chargeback. Sharing purchase details does not guarantee that a customer will recognize the charge or decide not to dispute it.

The same transaction can generate fees for different services. If it generates a billable Deflect lookup and later a billable Prevent alert, both fees apply. The Deflect fee covers the request for purchase details, while the Prevent fee covers the chargeback alert.

If you do not recognize a Deflect lookup charge, contact Support and include the receipt or billing entry, the charge date, and the amount. Support can help identify the lookup behind the charge.

Deflect lookup charges, for Order Insight and Consumer Clarity, are not refundable and cannot be credited.