Troubleshooting & Setting Up RDR

1. Key Details About RDR

• No processor connection required: RDR auto-refunds run entirely through Visa Resolve Online (VROL). You do not need to connect your payment processor.
• Automatic refunds cannot be disabled: Once enrolled, RDR will follow your preset rules automatically.
  • The toggle for disabling appears grayed out.
• Stopping auto-refunds: To stop automatic refunds, you must either change your rules or request that RDR be disabled for your account.

 

2. Common Issues With RDR

2A. Why Do I See Chargebacks Marked As “Automatically Lost”?

• These entries are not true chargebacks. They are RDR alerts displayed in your payment processor’s system.
• Because the refund happened instantly, you cannot submit evidence.
• They do not trigger chargeback fees and do not count toward your chargeback ratio.
• If you see a fee withdrawn in addition to the transaction amount, screenshot the case and contact our support team.

See this guide for more detail on why RDR alerts appear as chargebacks.

2B. How Long Does it Take to Set Up RDR?

• Standard setup time: 3 – 7 business days.
• In some cases, it may take 14+ business days due to Verifi’s backlog of merchant applications.
• This delay is on Visa / Verifi’s side. The only option is to follow up with Verifi until enrollment is complete.

2C. Why Is Chargeback.io Asking Me For a "Previously Used Descriptor"?

• Verifi requires a billing descriptor you have already used. This prevents alerts from being routed to the wrong account.
• If you don’t know your descriptor(s), ask your payment processor’s support team to provide them.
• Without this, RDR enrollment cannot proceed. Verifi does not allow alternatives.

2D. Why Are My RDR Alerts Declined?

• By default, RDR thresholds apply only to USD transactions.

• If a customer pays in another currency, mismatches may cause alerts to show as Declined.

• To prevent this, notify our support team that you want your RDR rules applied across all currencies.

• If you already have a Declined alert, share the alert ID with support so we can correct it.

 

3. How the Process Works

Visa Rapid Dispute Resolution (RDR) helps you resolve potential disputes with Visa cardholders before they turn into chargebacks. It applies your preset rules to automatically or manually refund transactions.

Here is how the process works:

1. Dispute Alert: A customer questions their Visa transaction with their bank.
2. VROL Check: The bank checks Visa Resolve Online (VROL) to see what actions have already been taken.
3. RDR’s Turn: Your preset rules come into play:
   1. Instantly refund the customer if your rules dictate. This stops the dispute.
   2. If your rules don't stop the dispute, the alert has a Declined status and you fight the potential chargeback.

How Do I Change my RDR Rules?

1. In the sidebar, click Alerts.
2. From the dropdown, select Configure.
3. In the Configure menu, open the Auto-refund tab.
4. Beside RDR, click Edit beside Auto-Refund Threshold.

To add additional rules, reach out to our support specialists and tell them what rules you want added. Read this guide to see all available RDR rules.