Your Deflect Profile provides business, product, and support details for Order Insight and Consumer Clarity. These details help customers recognize purchases and find a way to contact you when they have a question about a charge.
This article covers Deflect Profile setup only. It does not cover Prevent chargeback alert enrollment, payment integrations, or Deflect lookup billing.
Complete the four sections below with accurate information that matches your website and payment processor records. Your logo is optional, but recommended.
1. Business info
The Business info section identifies the business your customer bought from.
1A. Business name
Enter the business name customers see on your website. Use the same brand name they see when shopping and in their order emails. This helps them connect the charge to the purchase they made.
For example, if your website is branded BrightTrail but your registered company is B.T. Commerce Ltd, enter BrightTrail in the Business name field. An unfamiliar registered company name can make a legitimate purchase harder to recognize.
1B. Website
Enter the full URL of the customer-facing website where the purchase was made, such as https://www.brighttrail.example. Check that the page opens and shows the same brand as your business name and logo.
1C. Describe your business in 2-3 sentences
Describe what your business does and what customers buy from you in 2–3 short sentences. Mention whether you sell physical products, digital products, services, or subscriptions.
Use specific, plain language that helps someone recognize your business.
Example: BrightTrail sells outdoor clothing and accessories through its online store. Customers place one-time orders for items such as jackets, backpacks, and walking socks.
2. Branding & Address
The Branding & Address section adds visual and location details, along with a description of the products or services covered by your profile.
2A. Logo
A logo is optional, but recommended. Use the same logo customers see on your website. This gives them a familiar visual cue when reviewing a purchase.
In a 2021 Mastercard survey of 1,000 banked consumers across eight Latin American and Caribbean countries, 39% named merchant logos among the most useful extra transaction details for identifying purchases.
Choose a clear version that remains readable at a small size. Follow any upload requirements shown in the Deflect Profile form.
2B. Business address
Enter the full address associated with your business, including the street, building or unit details, and city where applicable. Keep it consistent with the business information on your website.
Accurate location details give customers and their banks another way to identify your business.
2C. Postal code
Enter the postal code for your business address. In the US, this is your ZIP code. Outside the US, use your country's postal-code format, including any letters, spaces, hyphens, or leading zeros.
If your country does not use postal codes and the form requires one, contact Support instead of entering a made-up code.
2D. Country
Select the country for the business address you entered. Use your business's location, even if most of your customers live in another country.
2E. State/Region
Enter the abbreviation for your state, province, territory, or region. This field accepts up to 3 characters. For example:
CA for California in the US
ON for Ontario in Canada
NSW for New South Wales in Australia
Look up the official local abbreviation with your country's postal authority. Do not shorten the name yourself. If your address has no applicable state or region, or you cannot find an abbreviation that fits, contact Support for help completing the field.
2F. Product details
Use Product details to explain what a customer is paying for. Your business description introduces the company; Product details explains the products or services covered by this profile.
Include the details that help someone connect a charge to a purchase:
The product, service, membership, or plan names customers recognize
What the purchase includes
How customers receive the product or access the service
Whether payment is one-time or recurring, including the billing frequency if relevant
We recommend 2–4 short sentences, around 40–80 words. This is a writing recommendation, not a form limit. Keep useful details and remove slogans or vague descriptions such as “online services.”
Example: We sell outdoor clothing and accessories, including waterproof jackets, hiking backpacks, and walking socks. Customers choose a size and color where available, and physical items are shipped to the address entered at checkout. Purchases are one-time payments; we do not offer a subscription.
You can use a tool such as ChatGPT to shorten your description. For example:
Rewrite this product description in 40–80 words for a customer checking a bank charge. Preserve the product names, what is included, how it is delivered or accessed, and any recurring billing details. Do not add facts.
Review the result against your website before using it.
3. Payment identifiers
Payment identifiers connect your Deflect Profile to the payment setup used for your transactions. Obtain these details from your payment processor.
3A. Billing descriptors
A billing descriptor is the text customers see beside a charge on their bank or card statement. Enter the actual descriptor used by your payment processor, including any required processor prefix.
The descriptor may differ from the Business name entered earlier.
Unclear descriptors can cause confusion that leads to chargebacks. Ethoca's 2024 Payments Outlook reported that 24% of purchase inquiries resulted from unrecognized purchases.
For advice on making the descriptor itself clearer, read How to write billing descriptors that customers recognize.
Use our Find your billing descriptors and ARNs guide to choose the instructions for your payment processor.
Changing a name or descriptor in your Deflect Profile does not change the descriptor your payment processor puts on statements. Make descriptor changes with your processor and keep your Deflect information up to date.
3B. 2 ARNs or at least 1 BIN/CAID combination
Provide either 2 Acquirer Reference Numbers (ARNs) or at least 1 acquiring BIN/CAID combination for the payment setup you are adding.
ARNs are reference numbers associated with individual processed transactions. Provide 2 ARNs from 2 separate transactions associated with your billing descriptor.
Acquiring BIN identifies the acquiring institution that processes your payments.
CAID means Card Acceptor ID and identifies your merchant account within that acquiring setup. Each BIN and CAID must be a matching pair.
Using ARNs instead of a BIN/CAID combination does not change your Deflect coverage when they identify the same merchant account. They are alternative ways to identify that payment setup. Use the option you can obtain accurately from your processor.
To find ARNs, use the processor-specific descriptor and ARN guides, including Stripe, Shopify Payments, and Braintree.
For help requesting acquiring BINs and CAIDs from your processor, see How to Get Your BINs and CAID. Use its instructions for obtaining the identifiers, then enter them in your Deflect Profile.
Use an acquiring BIN, not the issuer BIN from a customer's card. Do not assume your Merchant ID is your CAID; ask your processor to confirm. If you cannot obtain either identifier option, contact Support.
4. Support & legal
The Support & legal section provides ways to contact you and links to the policies that apply to a purchase. Accurate links help customers and bank staff find answers when they have a question.
Field | What to enter |
Support phone | A working customer support phone number, including the international country code. Use a number customers can reach for purchase questions. |
Support email | A monitored customer support email address where customers can ask about orders or charges. |
Contact page URL | A direct link to the page showing how customers can contact your business. |
Terms and conditions URL | A direct link to the terms that apply when customers buy from you. |
Refund policy URL | A direct link explaining when refunds are available, how to request one, and any conditions or deadlines. |
Cancellation policy URL | A direct link explaining how customers can cancel an order, service, or subscription, including any timing rules or recurring billing conditions that apply. |
Use complete, publicly accessible URLs and check that each opens without an account login.
If multiple policies are on one page, link to that page where it clearly covers the requested policy.
If a requested policy does not apply to your business and you cannot complete the field, contact Support.
Review your Deflect Profile
Before finishing your Deflect Profile, check that:
The business name, website, and logo all identify the brand customers bought from.
The address and location fields are accurate.
The descriptions clearly explain the business and what customers buy.
The descriptors and payment identifiers match your processor records.
The support contacts work and every policy link opens the correct page.
When do profile changes apply?
Changes to your Deflect Profile apply immediately after you save them. The details shown to customers depend on the bank and the Deflect service it supports.
For logos specifically, Ethoca notes that availability in banking apps depends on each financial institution's readiness. An immediate profile update does not guarantee that every bank will display every updated detail immediately.
If you need help completing or updating your profile, contact Chargeback.io Support.