An billing descriptor with the status, Active, is enrolled in the selected Deflect program. It does not guarantee that a bank has requested purchase information.
Deflect shares purchase information through Visa Order Insight and Mastercard Consumer Clarity when an issuing bank initiates a lookup. Processing payments does not automatically generate lookups. Zero recorded lookups may be normal, but you should check the dashboard view and the relevant enrollment if activity appears to be missing.
This guide covers missing Deflect lookup activity after activation. It does not cover Prevent chargeback alerts.
1. Open the Receipts dashboard
The Receipts dashboard is the main place to review Deflect bank inquiries, match rate, lookup fees, and individual lookup activity.
Open Deflect in the sidebar.
Open Lookups.
Select Receipts.
The full navigation is Deflect → Lookups → Receipts. The dashboard has separate All, Consumer Clarity, and Order Insight views. Selecting one program excludes activity from the other program.
2. Check the date range and filters
The date range and filters control which lookup records appear in Receipts. Check the current view before assuming that records are missing.
Select All to review both programs.
Set the date range to All time, or a period that includes the expected activity.
Review any applied Card, Amount, Program, Channel, or Fee charged filters.
Remove or adjust filters that could exclude the records you expect.
Review the lookup activity list again.
Add filter narrows the view. Edit columns changes the information displayed in the table; it does not create, delete, or change lookup records.
If activity appears after changing the view, the records were excluded by your previous selection. If no activity appears, continue to the enrollment checks below.
If bank inquiries appear but the match rate is low, you have recorded lookup activity. Some inquiries have not been matched with purchase information. This is different from having no lookups; contact Support if you need help reviewing unmatched lookups.
A lookup without matched purchase information can still be charged and displayed. Uncharged lookups are not displayed.
Requests that cannot be linked to a business account, or that arrive while the applicable program is not Active, are not charged. Zero visible records alone does not identify the cause.
3. Confirm the relevant program and descriptor are Active
Consumer Clarity and Order Insight have separate enrollment statuses and descriptor lists. One program or descriptor being Active does not confirm that the other program or every descriptor is Active.
Go to Deflect → Lookups → Configure → Business.
Select Consumer Clarity for Mastercard or Order Insight for Visa.
Find the billing descriptor you expect to receive lookups for.
Check the status beside that descriptor.
Repeat the check in the other program if you use both.
If the descriptor is not Active, enrollment may still be processing or require action. Review its status and any enrollment notification. For status explanations and next steps, see How to enroll in Deflect and track your activation.
You cannot manually change enrollment statuses. Contact Chargeback.io Support if the descriptor should be Active, a requested action is unclear, or the status does not match an activation notification.
4. Compare your enrolled billing descriptors with your payment setup
A billing descriptor is the identifying text associated with your payment transactions, usually shown beside a charge on a customer's statement. Deflect uses enrolled descriptors to help associate bank lookup requests with your business.
Follow these steps to ensure you enrolled the correct descriptors:
Confirm the actual descriptor used by your payment processor, including any processor prefix.
Open Deflect → Lookups → Configure → Business.
Select the program you are checking.
Confirm the expected descriptor is listed and shows Active.
Compare the enrolled text with your processor's descriptor format.
Repeat the comparison for the other program if you use both.
Further reading:
Review the match type shown on each Active descriptor:
Exact match: The lookup descriptor must match the enrolled descriptor exactly, ignoring capitalization. Exact match is assigned when a descriptor becomes Active.
Starts with: The lookup descriptor must begin with the enrolled descriptor text.
Chargeback.io Support controls descriptor match types. You cannot change them directly. If a descriptor is missing or your processor uses a different format, ask Support to review the enrollment and matching configuration.
Matching a lookup to an enrolled descriptor is separate from matching purchase information. A descriptor difference alone does not establish whether a lookup should be visible in Receipts.
5. Review the descriptor's Status logs
Status logs show a descriptor's history, including status and match-type changes with timestamps. They can help you check when a descriptor became Active or whether its enrollment or matching configuration changed.
Open Deflect → Lookups → Configure → Business.
Select the relevant program.
Find the descriptor you are investigating.
Click Status logs beside the descriptor.
Review the changes and their timestamps against the period you are investigating.
Status logs document descriptor changes. They are not a history of bank lookup attempts and do not prove that every possible inquiry reached Deflect. You cannot edit statuses or match types through Status logs.
6. Consider whether a bank has requested purchase information
A bank must initiate a lookup for Deflect activity to occur. If the relevant descriptor is Active and your dashboard view is correct, a bank may not have requested purchase information yet.
Activating Deflect, processing additional payments, or issuing refunds does not force a bank to generate lookups. There is no guaranteed lookup volume or waiting period after which activity must appear.
A lookup does not necessarily mean a chargeback has been filed. Zero lookups also does not prove that no disputes occurred, or that the enrollment is functioning correctly.
If expected activity still appears to be missing after these checks, contact Support.
When to contact Chargeback.io Support
Contact Support if a descriptor is missing, should be Active but is not, needs its match type reviewed, or no longer reflects your processor's descriptor format.
Also contact Support if expected activity still appears to be missing after checking the program, date range, filters, enrollment, and Status logs.
You can check those details yourself. Support handles enrollment issues you cannot resolve and changes to descriptor matching.
Include these details to help Support investigate:
Your business account name.
The relevant program: Consumer Clarity or Order Insight.
The exact billing descriptor you are investigating.
The date range in which you expected activity.
The enrollment status and any relevant notification or Status logs entry.
A screenshot of Receipts showing the selected program, date range, and filters.
Any recent payment processor or descriptor changes.
Do not include full card numbers, CVVs, or passwords.