If you're having trouble finding transactions on your Chargeback.io dashboard, check this guide, first.
If you can’t find a transaction in your Chargeback.io dashboard, don’t worry. T his sometimes happens with false alerts. When it does, you may be eligible for a refund. To request one, simply file a Manual Credit Request.
Reaching out to our support team about missing alerts won’t speed things up. They’ll direct you to the same Manual Credit Request form, so filing it directly saves you time.
Here's a guide on how to file a Manual Credit Request.
How to Find Transactions for Chargeback Alerts
1. Transaction ID
The easiest way to locate a chargeback alert is by clicking the link in the Transaction ID column, which takes you directly to the transaction.
Not every alert comes with a Transaction ID. Our system matches alerts as accurately as possible, but Ethoca and Verifi — the networks we receive alerts from — don’t always provide complete transaction details.
⚠️ If multiple links exist, verify each one using the alert information to identify the correct transaction.
2. On Shopify
Shopify offers these filters to help you narrow transactions related to alerts:
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Credit card: Last 4 digits of the card.
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Date: When the transaction happened.
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Read below for more critical information on this point.
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Destination: Country the transaction took place.
Chargeback.io displays transaction dates in UTC time.
Use the 'Between' date filter for searches. For example, if the transaction occurred on March 10, 2025, search between March 9 and March 11.
You can also compare the time zone of the customer for that particular transaction to the day in the UTC time zone by using this app.
Alerts typically won't match exact times shown on payment processors, but narrowing by day helps.
3. On Stripe
Use the following filters in the Stripe search bar without spaces after colons:
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Last4: Last 4 digits of the card.
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Order value: The price of the order.
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Type in the US dollar value as shown in Chargeback.io; e.g., Amount:19 for a $19 purchase.
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Brand: Card brand.
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Date: The date the transaction happened.
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Read below for more critical information on this point.
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Country: 2-letter code that represents the country. For instance, US for United States.
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See this guide to find ISO codes for all countries. Press CTRL / CMD + "F" on your keyboard to make searching for the country quicker.
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⚠️ Don't add a space after each filter. For instance, 'Last4:' would look like 'Last4:0000,' not 'Last4: 0000.'
⚠️ When searching for a date, Chargeback.io displays transaction dates in the UTC time zone. I recommend using the 'Between' date filter when searching for dates.
If a transaction for an alert happened March 10th 2025, search between March 9th and March 11th.
You can also compare the time zone of the customer for that particular transaction to the day in the UTC time zone by using this app.
Alerts typically don't happen around the same time as shown in the payment processor, but you can narrow them by day.
What if a Customer Used Shop Pay, Apple Pay, or Google Pay?
Customers using tokenization (e.g., Apple Pay or Google Pay) may hide card details, complicating transaction searches. Use all other available filters to guarantee the transaction doesn’t result in a chargeback.
If you find a matching transaction using other filters, consider these indicators:
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Authorization code (guaranteed)
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Issuer/bank
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Suspicious customer behavior
1. Authorization Code
Authorization codes appear only for transactions within the past 30 days.
This will only work if there is an authorization code under the 'Auth.Code' column on your Chargeback.io dashboard.
Authorization codes are 6-digits long.
This is a guaranteed way to identify a transaction, regardless of whether the customer used tokenization.
The process may take up to 3 minutes per transaction, but it ensures accuracy.
Once found, compare the authorization code from your processor with the one listed on your Chargeback.io dashboard.
If they match, you've found the correct transaction.
If they don't match, continue searching for the correct transaction.
Here's how to find the codes from Stripe and Shopify:
1A. Finding Authorization Codes in Stripe
Scroll down the page to the Events and Logs section.
Search the ALL ACTIVITY column for an event labeled: "The payment X for $X has succeeded."
In the From Stripe column, click the button labeled "See all X lines" to expand the event details.
Scroll through the lines to find the authorization code (formatted as 'authorization_code': XXXXXX).
This process can be lengthy, so I recommend pressing CTRL / CMD + "F" and searching directly for 'authorization_code'.
1B. Finding Authorization Codes in Shopify
1. Scroll down to your timeline and look for when the payment was processed.
For instance, you'll want to see: A $1.99 USD payment was processed using a Mastercard ending in XXXX via Apple Pay.
2. Click on the dropdown and scroll down to Information from the gateway.
3. Look for Payment Method Details
Once there, you'll see "authorization_code" =>. "XXXXXX"
Compare the 6-digit number to the Auth Code on your Chargeback.io dashboard.
2. Issuer
Compare the Issuer listed on Stripe's dashboard with the bank displayed under the Bank column on your Chargeback.io dashboard.
This method isn't guaranteed to confirm the exact transaction, but it can help narrow your search.
3. Suspicious Customers
Click into the customer's account to check for a history of high refund rates or other suspicious activities. If these details align with your other filters, you may have identified a potential issue.
This method is the least reliable for matching transactions to alerts. Use it primarily as supplementary confirmation to prevent chargebacks.
💡 Tip
Need more help? Get support from our specialists at Chargeback.
We’re here to help with any questions you may have.