Deflect helps prevent chargebacks by sharing purchase information with the banks that issued your customers' cards. This gives customers more information to recognize a payment before they decide whether to dispute it.
Which card networks does Deflect support?
Deflect consists of two programs that support Visa and Mastercard:
Verifi Order Insight, provided by Verifi.
Ethoca Consumer Clarity, provided by Ethoca.
Your coverage depends on which programs you are enrolled in. Deflect does not cover American Express or other card networks.
What triggers a lookup, and does it mean a customer has disputed a payment?
A lookup is a request from your customer's bank for more information about a transaction through Order Insight or Consumer Clarity. A bank may request a lookup while a customer reviews a payment in a supported banking app or asks the bank about an unfamiliar charge.
A lookup happens when the bank requests the information.
A customer can make an inquiry about a payment without filing a dispute. The lookup records the bank's request for information. It does not necessarily mean a dispute or chargeback has been filed.
How does purchase information reach the bank?
Purchase information reaches the bank through Order Insight or Consumer Clarity. Once your enrollment is active and your Deflect Profile is complete, the process works as follows:
The bank requests information: The request reaches Deflect through Order Insight for a Visa transaction or Consumer Clarity for a Mastercard transaction.
Deflect shares the available details: Your Deflect Profile provides business, product, and support information to help identify the purchase.
The bank uses the information to help the customer: Depending on the bank and the channel it supports, the customer may see details in their banking app, or a bank support agent may use them to explain the charge.
You do not need to respond to individual lookups. Deflect shares the available information automatically.
A recognizable business name and logo can help customers connect an unfamiliar statement entry with your website. Product descriptions and support details give them more context and a way to contact your business.
Manage the information you provide under Deflect → Lookups → Configure → Profile. The Digital Receipt preview illustrates how that information can help identify a purchase. The details and layout customers see depend on their bank.
Do I need to connect my store or payment processor to use Deflect?
No. Deflect does not require a store or payment processor integration. You still need to complete enrollment and your Deflect Profile.
Can I use Deflect alongside Prevent or another chargeback service?
Yes. Prevent is Chargeback.io's separate chargeback alerts product, covering Ethoca Alerts, CDRN, and RDR. You can use Prevent alongside Deflect to share purchase information and receive chargeback alerts. Learn how alerts work.
You can also use Deflect alongside other chargeback services. However, a billing descriptor already enrolled in Order Insight or Consumer Clarity with another provider must go through the transfer process for that program.
Contact Support to coordinate a transfer. If you are leaving Chargeback.io, Support must start unenrollment, and the affected enrollment must show Unenrolled before you enroll it with another provider.
Does Deflect automatically refund customers?
No. Deflect shares purchase details with banks to help prevent disputes. Prevent, our chargeback alerts product, can automatically refund eligible transactions when configured to do so.
Does Deflect guarantee that customers won't dispute a payment?
No. Deflect can help customers recognize a charge, but they may still dispute it for other reasons. A successful lookup also doesn't mean a chargeback was prevented.
Can Deflect reverse an existing chargeback or submit evidence?
No. Deflect does not reverse existing chargebacks or submit dispute evidence. If a chargeback has already been filed, follow your payment processor's dispute-response process.
Where can I check my Deflect lookup activity?
Check your Deflect lookup activity under Deflect → Lookups → Receipts. This is the main Deflect dashboard, where you can see bank inquiries, match rate, lookup fees, and individual lookup activity.
💬 Still need help? Contact Chargeback.io support.