How to Use Manual Credit Requests | Help Center | Chargeback

You can now request credits manually for alerts that didn’t lead to refunded transactions. These credits help you save money when you find a false positive.

This guide explains how to use manual credit requests, what evidence you need, and how to ensure a fast and successful review.

 

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Eligibility

You can only request manual credits for non-refunded alerts with one of the following statuses:

• Already a Chargeback
• Failed Transaction
• Previously Refunded
• Declined
• Not Found

You must also have an active Chargeback.io account that received the alert.

 

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How Do Manual Credit Requests Work?

Manual credit requests let you dispute alerts by submitting evidence that proves the alert was incorrect. If we accept your evidence, we’ll credit the full alert cost and apply that credit to your account.

Here’s how the process works:

1. You receive an alert marked Attention or any other statuses from the list in the previous section.

2. If the alert qualifies, you’ll see a Request Credits button in the alert details.

Click the Credit Request button to open the Credit Request Form, which includes:

• Reason: Select the reason you’re disputing the alert; these include:
  • Transaction was not found
  • Transaction was refunded before the alert
  • Transaction became a chargeback before the alert
  • Alert went to failed/not authenticated transaction
  • Other
• Details: Add any extra context (required if you select “Other”).
• Attach Files: Upload at least one supporting file.

Submit the form.

After you submit the request a Chargeback.io admin reviews your evidence.

• If approved: We apply the credit to your future invoice.
• If rejected: You can revise and resubmit the request with new evidence (up to 3 total submissions).

We also send you an email to confirm the outcome. This email may look like the following:

You can also track the request in the alert details and in your Credit Requests dashboard.

Here’s an example of how this works:

Let’s say you receive an alert, but you can’t find the corresponding transaction. You update the alert status to Not Found and submit a manual credit request with supporting documentation. If the request meets the criteria, we’ll approve it and apply a credit.

 

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Request Statuses

You’ll see one of these statuses in the Credits column:

• Pending: You’ve submitted the request, and it’s in review.
• Approved: We accepted the request and credited your account.
• Rejected: We denied the request.
  • You can try again with updated evidence (up to 3 more times). We keep your previous files visible and downloadable for reference.
• Reopened: You resubmitted the rejected request.
  • The system automatically sets this status after resubmitting.

If we reject your request, you’ll see the following in the credit request window for an alert:

 

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What Evidence Do I Need?

Before submitting a request, make sure your submission follows these rules:

• Time limit: You must submit the request within 14 days of receiving the alert.
• File format: .png, .jpeg, .jpg, .pdf, .txt, .doc, .docx, .odt, .rtf, .xls, .xlsx
• Number of files:
  • Minimum: 1
  • Maximum: 20 files

The type of evidence you need depends on the status of the alert. We’ll break down the recommended documents for each alert type in the next section.

 

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1. Already a Chargeback

Your screenshot should include:

• Dispute date
• Your business account
• Information that could connect the alert to the transaction:
  • Dispute date
  • Issuer/bank
  • Amount
  • Card brand

‘Already a Chargeback’ Status Screenshot Examples

1A. Stripe Example

1B. Shopify Example

 

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2. Previously Refunded

Screenshot must include:

• Refund issuance date
• Issuer/bank
• Amount
• Card brand

‘Previously Refunded’ Status Screenshot Examples

2A. Stripe Example

2B. Shopify Example

 

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3. Failed Transaction

Include:

• Date
• Transaction amount
• Card number
• Card brand

The screenshot must include your business name, the ‘Failed’ status indicator, and any piece of information to connect the transaction to the alert. We will accept the last 4 digits of the card number as evidence.

 

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4. Not Found

Filter the alert details until no search results appear.

‘Not Found’ Status Screenshot Examples

4A. Stripe Example

4B. Shopify Example

 

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Why Was I Rejected?

We may reject your request for any of the following reasons:

• You selected an invalid reason.
• You didn’t include any evidence.
• Your attached files didn’t meet the requirements.
• The alert didn’t qualify for a credit.
• Other (we’ll explain the reason in your email).

We always send a rejection email that includes the reason, so you know what to fix before you try again.

 

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FAQs

What Account Roles Can Request Credits?

Anyone with the Owner, Administrator, or Manager role.

How Many Times Can I Try to Request Credits?

You can submit up to 3 total requests per alert.

Can I Request a Credit for an Old Alert?

No. You can only submit credit requests for alerts received within the last 14 days.

Where Do I See the Status of My Credit Request?

Check the status in the alert itself or in your Credit Requests section under your account dashboard.

 

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