Library · Chargebacks · Calculator on this page
Chargebacks
Keep this merchant account under the chargeback line in your agreement. Type primary chargebacks and the sales number that agreement names. Then see which source, affiliate, cycle, or BIN is eating them.
Chargeback rate vs threshold
CalculatorVisa’s program is VAMP now, not VDMP. Mastercard still calls it ECM. Cross the line in this account’s agreement and you enter a program. Type the percent the acquirer wrote. We do not fill a network number.
Use the percent in this account’s agreement. We do not fill a VAMP, ECM, or blog number.
Chargebacks ÷ approved sales (most agreements).
Match the window your agreement names. If you are not sure, use the same month and ask the acquirer.
Primary bank chargebacks only. Do not mix in RDR or alert refunds unless the agreement says they count.
Type the percent in the contract to see the rate against that line.
A chargeback ratio attaches to a merchant account, not a brand total. Type primary chargebacks and the sales number the agreement names in the calculator above. That tells you if this account is near the line.
VAMP enumeration is the separate card-testing auth metric — not the dispute ratio. 3DS liability shift vs the watched ratio is a different door from “authentication worked.” BNPL dispute ownership is Affirm / Klarna / Afterpay — provider claim vs your MID. Wallet vs card CB is PayPal / Shop Pay / wallet doors vs your card MID. ACH return vs card chargeback is a different rail entirely. BIN concentration finds the cut that owns the CBs. Descriptor re-enroll is same-day after a soft or hard change. Soft vs hard myths: descriptor soft vs hard.
Visa’s program is VAMP now. The old dispute program people still quote is gone. Mastercard still calls it ECM. We do not fill those percents for you.
Which month, and what “80% of the line” is
Mastercard ECM uses this month’s chargebacks over last month’s sales. A quiet month after a spike looks safer than it is. VAMP is a monthly extract. Match the window this acquirer scores. The calculator has both.
“Eighty percent of the line” means stop dumping before you trip. The hatched warning band above is 75% of the percent you typed. Neither is a Visa chip.
The number on the whole account is still an average. Averages hide the slice that is actually blowing up.
The blend is the lie
One source, one affiliate, one rebill cycle, or one BIN can be several times hotter than the rest of the account. The portal still prints one percent. That percent is how the processor scores the MID. It is not how you decide what to cut.
You find the hot slice by putting each cut on its own row: that cut’s primary chargebacks over that cut’s approved sales. Then compare each row to the blend of those rows. A row that owns a small share of sales and a large share of disputes is the work.
One grain at a time
Run affiliates with affiliates. Run BINs with BINs. Mixing a paid source and a rebill cycle in one table is a mashup, not a cut.
Affiliate and CPA partners belong in this table. You type the partner name. You do not need a second page to name them. If the partner is hot, write the clawback in the insertion order: Put a clawback in the insertion order. The table is how you know who to call.
Rebill cycles belong here too. First bill and later MIT are different dispute mixes. Visa 10.4 priors on CIT vs MIT: CE 3.0 CIT vs MIT.
What to do
Add rows in the allocation calculator further down. The table starts empty. We do not fill a sample affiliate. Type your counts.
If this account is already near the line above, the hot cut is what you pause today. Marketplace CB $ vs sales vs threshold: CB rate vs threshold. Matching, intake, and representment are other jobs. Pricing, reason codes, prevention, and alert intake sit further down. Helpdesk tickets that become bank CBs: escalation to chargeback. At alert time with your fees and rate: alert refund vs fight. MIDs still waiting on enrollment: enrollment lag per MID. Live vs enrolled MID seats: MID alert coverage gap. Ethoca live vs enrolled MID seats: MID alert coverage gap. Verifi live vs enrolled CDRN seats: MID alert coverage gap. Chargeflow live vs enrolled fight seats: MID alert coverage gap. Chargebacks911 live vs enrolled desk seats: MID alert coverage gap. Forter live vs enrolled risk seats: MID alert coverage gap. Kount live vs enrolled fraud seats: MID alert coverage gap. Disputifier live vs enrolled fight seats: MID alert coverage gap. Midigator live vs enrolled alert-rail seats: MID alert coverage gap. Verifi live MIDs missing RDR ÷ live MIDs: RDR-coverage gap. Ethoca live MIDs missing RDR ÷ live MIDs: RDR-coverage gap. Chargebacks911 live MIDs missing RDR ÷ live MIDs: RDR-coverage gap. Midigator live MIDs missing RDR ÷ live MIDs: RDR-coverage gap. Chargeflow live MIDs missing RDR ÷ live MIDs: RDR-coverage gap. Disputifier live MIDs missing RDR ÷ live MIDs: RDR-coverage gap. Chargeblast live MIDs missing RDR ÷ live MIDs: RDR-coverage gap. Forter live MIDs missing RDR ÷ live MIDs: RDR-coverage gap. Kount live MIDs missing RDR ÷ live MIDs: RDR-coverage gap. Chargebacks911 covered MIDs vs enrolled MIDs: alert-coverage gap. Ethoca covered MIDs vs enrolled MIDs: alert-coverage gap. Verifi covered MIDs vs enrolled MIDs: alert-coverage gap. Chargeblast covered MIDs vs enrolled MIDs: alert-coverage gap. Chargeflow covered MIDs vs enrolled MIDs: alert-coverage gap. Disputifier covered MIDs vs enrolled MIDs: alert-coverage gap. Forter covered MIDs vs enrolled MIDs: alert-coverage gap. Kount covered MIDs vs enrolled MIDs: alert-coverage gap. Midigator covered MIDs vs enrolled MIDs: alert-coverage gap. Duplicate alerts on one order: alert duplicate rate. Chargebacks911 duplicate alerts ÷ alerts: duplicate-alert share. Verifi duplicate alerts ÷ alerts: duplicate-alert share. Chargeblast duplicate alerts ÷ alerts: duplicate-alert share. Chargeflow duplicate alerts ÷ alerts: duplicate-alert share. Disputifier duplicate alerts ÷ alerts: duplicate-alert share. Forter duplicate alerts ÷ alerts: duplicate-alert share. Kount duplicate alerts ÷ alerts: duplicate-alert share. Midigator duplicate alerts ÷ alerts: duplicate-alert share. Alert hour to refund hour: alert-to-refund lag. Chargeblast alerts fought ÷ alerts: alert-to-fight share. Ethoca alerts fought ÷ alerts: alert-to-fight share. Verifi alerts fought ÷ alerts: alert-to-fight share. Chargebacks911 intake fights ÷ alerts: alert-to-fight share. Chargeflow representment packs ÷ alerts: alert-to-fight share. Forter risk-desk packets ÷ alerts: alert-to-fight share. Kount fraud-desk packets ÷ alerts: alert-to-fight share. Midigator alert-rail packets ÷ alerts: alert-to-fight share. Disputifier case-intake packets ÷ alerts: alert-to-fight share. Verifi CDRN alert time to refund time: CDRN alert-to-refund lag. Multi-network alerted orders ÷ alerted orders: alert-network overlap. Alerts that still CB ÷ alerts: alert-escape rate. Chargeblast alerts that still CB ÷ alerts: alert-escape rate. Verifi alerts that still CB ÷ alerts: alert-escape rate. Ethoca alerts that still CB ÷ alerts: alert-escape rate. Chargeflow alerts that still CB ÷ alerts: alert-escape rate. Disputifier alerts that still CB ÷ alerts: alert-escape rate. Forter alerts that still CB ÷ alerts: alert-escape rate. Kount alerts that still CB ÷ alerts: alert-escape rate. Midigator alerts that still CB ÷ alerts: alert-escape rate. Current MID ratio % − threshold %: MID-threshold gap. RDR declines ÷ RDR enrollments: RDR-decline share. Alert day to CB day: alert-to-CB lag. Chargeblast alert day to bank CB day: alert-to-CB lag. Chargeflow fight-seat alert day to bank CB day: alert-to-CB lag. Disputifier refund-seat alert day to bank CB day: alert-to-CB lag. Ethoca intake alert day to bank CB day: alert-to-CB lag. Verifi CDRN alert day to bank CB day: alert-to-CB lag. Forter risk-seat alert day to bank CB day: alert-to-CB lag. Kount fraud-seat alert day to bank CB day: alert-to-CB lag. Midigator alert-rail alert day to bank CB day: alert-to-CB lag. Chargeblast alert→fight lag × cases × AOV: alert-to-fight lag. Chargeflow alert→fight lag × cases × AOV: alert-to-fight lag. Forter alert→fight lag × cases × AOV: alert-to-fight lag. Kount alert→fight lag × cases × AOV: alert-to-fight lag. Midigator alert→fight lag × cases × AOV: alert-to-fight lag. Ethoca alert→fight lag × cases × AOV: alert-to-fight lag. Chargebacks911 alert→fight lag × cases × AOV: alert-to-fight lag. Verifi CDRN alert→fight lag × cases × AOV: alert-to-fight lag. Live MIDs missing prevention ÷ live MIDs: prevention-coverage gap. Mastercard CBs with no prior Ethoca alert: uncovered CB rate. Unmatched Ethoca alerts ÷ alerts: order-match miss rate. Clarity unanswered ÷ inquiries: Clarity-response miss rate. Clarity intake misses ÷ Clarity alerts: Clarity-miss share. Ethoca Clarity alerts that timed out ÷ Clarity alerts: Clarity-timeout share. Chargeflow alert time to refund time: alert-to-refund lag. Chargebacks911 intake alert time to refund time: alert-to-refund lag. Forter risk-seat alert time to refund time: alert-to-refund lag. Kount fraud-seat alert time to refund time: alert-to-refund lag. Midigator alert-rail hours from alert fire to refund clear: alert-to-refund lag. Disputifier refund-seat hours from alert fire to refund clear: alert-to-refund lag. Forter false-positive CBs ÷ blocked orders: false-positive CB rate. Kount rule false positives ÷ rule blocks: rule-false-positive share. Clarity alerts that still CB ÷ Clarity alerts: Clarity-to-CB rate. Clarity alerts refunded ÷ Clarity alerts: Clarity-to-refund share. Ethoca duplicate alerts ÷ alerts: duplicate-alert share. Ethoca alert day to refund day: alert-to-refund lag. Verifi CDRN alert day to refund day: alert-to-refund lag. Alerts refunded after the Ethoca window: refund-window miss rate. Unanswered OI ÷ OI inquiries: OI response miss rate. Unmatched OI ÷ OI inquiries: OI-unmatched share. Unmatched CDRN alerts ÷ CDRN alerts: CDRN-match miss share. OI timed out ÷ OI inquiries: OI-timeout share. Verifi RDR declines ÷ RDR enrollments: RDR-decline share. Verifi RDR timeouts ÷ RDR enrollments: RDR-timeout share. Chargebacks911 RDR timeouts ÷ RDR enrollments: RDR-timeout share. CDRN alerts timed out ÷ CDRN alerts: CDRN-timeout share. RDR vs alert-only MID mix: RDR vs alert mix. Alert fees vs CB $ avoided: alert fee vs CB. Abuse blocks that still CB: abuse–CB overlap. Auto-blocks later overturned ÷ auto-blocks: auto-block overturn rate. Fingerprint misses ÷ auth attempts: device-fingerprint miss rate. Challenge abandons ÷ challenges: challenge-abandon rate. Kount challenges that timed out ÷ challenges issued: challenge-timeout share. Rule overrides ÷ decisions: rule-override share. Velocity overrides ÷ decisions: velocity-override share. Proxy hits ÷ auth attempts: proxy-hit share. ATO blocks ÷ auth attempts: ATO-block share. Sift ATO blocks ÷ auth attempts: ATO-block share. Sift overturned ATO blocks ÷ ATO blocks: ATO-overturn share. Sift watchlist hits later overturned ÷ watchlist hits: watchlist-overturn share. Velocity blocks ÷ auth attempts: velocity-block share. Kount velocity blocks ÷ auth attempts: velocity-block share. Identity challenges ÷ auth attempts: identity-challenge share. Forter step-up challenges ÷ auth attempts: step-up share. Watchlist hits ÷ auth attempts: watchlist-hit share. Kount watchlist hits ÷ auth attempts: watchlist-hit share. Payment-abuse blocks ÷ auth attempts: payment-abuse share. Device mismatches ÷ auth attempts: device-mismatch share. Kount device-mismatch blocks ÷ auth attempts: device-mismatch share. p95 decision ms vs timeout: decision-latency p95. Manual review lag × AOV: manual review lag. Open reviews ÷ capacity: review queue depth. Forter open holds ÷ desk capacity: review queue depth. Manual overturns ÷ reviews: review overturn rate. Forter overturns ÷ reviews: manual-review overturn rate. False-positive blocks × AOV: false-positive cost. Missed-fraud CBs ÷ reviewed: false-negative CB rate. Review-queue abandons ÷ reviews: review-queue abandon rate. Manual fraud review EV: fraud review queue cost. RDR / alert / bank clock stack names which door owns the hour. Retrieval vs chargeback names the draft-ask door before representment. Representment packet minimum is the floor before family evidence. Fee + labor vs recover EV: representment fee vs recovery. Wins ÷ representments: representment win rate. Chargeflow wins ÷ disputes fought: representment win rate. Chargebacks911 closed wins ÷ disputes fought: representment win rate. Chargeblast closed wins ÷ disputes fought: representment win rate. Ethoca closed wins ÷ disputes fought: representment win rate. Forter merchant-won cases ÷ cases contested: representment win rate. Kount merchant-won cases ÷ cases contested: representment win rate. Midigator won rows ÷ contested rows: representment win rate. Verifi won rows ÷ contested rows: representment win rate. Chargebacks911 closed day − filed day: representment lag days. Chargeblast closed day − filed day: representment lag days. Ethoca closed day − filed day: representment lag days. Forter closed day − filed day: representment lag days. Chargeflow closed day − filed day: representment lag days. Disputifier closed day − filed day: representment lag days. Kount closed day − filed day: representment lag days. Midigator closed day − filed day: representment lag days. Verifi closed day − filed day: representment lag days. Pack hours vs deadline: evidence pack hours. Late fights ÷ total: deadline miss rate. Disputifier deadline misses ÷ disputes fought: deadline-miss share. Chargeblast deadline misses ÷ disputes filed: deadline-miss share. Chargebacks911 deadline misses ÷ disputes filed: deadline-miss share. Ethoca deadline misses ÷ disputes filed: deadline-miss share. Forter deadline misses ÷ disputes filed: deadline-miss share. Chargeflow deadline misses ÷ disputes filed: deadline-miss share. Kount deadline misses ÷ disputes filed: deadline-miss share. Midigator deadline misses ÷ disputes filed: deadline-miss share. Verifi deadline misses ÷ disputes filed: deadline-miss share. Auto-accepted disputes ÷ disputes: auto-accept share. Disputifier walk-away accepts ÷ disputes: auto-accept share. Dispute open day to loss day: dispute open-to-loss lag. Packs missing CE fields ÷ filed: CE evidence miss rate. Disputifier packs missing evidence fields ÷ packs filed: evidence-pack miss share. Chargebacks911 packs missing evidence fields ÷ packs filed: evidence-pack miss share. Ethoca Clarity blank-field packs ÷ packs filed: evidence-pack miss share. Disputifier uploads missing required files ÷ uploads attempted: evidence-upload miss share. Chargeblast uploads missing required files ÷ uploads attempted: evidence-upload miss share. Chargebacks911 uploads missing required files ÷ uploads attempted: evidence-upload miss share. Ethoca uploads missing required files ÷ uploads attempted: evidence-upload miss share. Forter uploads missing required files ÷ uploads attempted: evidence-upload miss share. Chargeflow uploads missing required files ÷ uploads attempted: evidence-upload miss share. Kount uploads missing required files ÷ uploads attempted: evidence-upload miss share. Midigator uploads missing required files ÷ uploads attempted: evidence-upload miss share. Verifi incomplete CDRN packet uploads ÷ uploads begun: evidence-upload miss share. Alert→fight lag × cases: alert-to-fight lag. Refund then alert fee on same order: refund-before-alert waste. Auto-refunded alerts ÷ alerts: auto-refund share. Evidence due day to upload day: evidence-upload lag. Auto-fight AOV threshold: auto-fight threshold. Win % by reason code: reason-code win mix. WISMO tracking before fight is the carrier-scan gate on not-received. Damaged / lost vs not-received is the fork when the story is crush, exception, or loss — not a delivery-scan fight. Refused / RTS vs not-received is the fork when the carrier outcome is refused, return-to-sender, or undeliverable. Signature vs porch names whether the scan was signed or left-at. Address correction is the bad ship-to / carrier correction fork before you invent an NR pack. Pre-ship photo is the dock checklist for damage / NAS evidence. Hold for pickup is will-call vs porch — available is not delivered. Split shipment CS is multi-box — one delivered scan is not the whole order.
Holes on this MID
Prevention is not a brand seat. Name the merchant ID that takes the volume. Mastercard volume needs Mastercard tools. Visa volume needs Visa tools. One network does not cover the other. Tick a row only when that job is live, the descriptor matches the seat, and a named person owns the clock. Boxes start off. We do not tick a typical stack.
Pair: chargeback rate vs your threshold. Chargeback rate by cut. Map prevention holes on a MID.
Compare count and dollar watches
CalculatorSame window, two watches. Operate to the tighter one. Do not average them.
Type Visa-identified enumerated auths and all auth attempts for the same month. We do not fill a sample attack. Declines count. Settled sales are the wrong denominator.
Type enumerated and all auth attempts. Public Visa line is 20% with at least 300,000 enumerated — both.
Liability shift ≠ automatic ratio exclusion. Filter the claim. Get this agreement’s rule in writing.
| Claim | Reality | Get in writing | Do not |
|---|---|---|---|
| Successful 3DS = out of my CB ratio | Shift is who pays a qualifying fraud CB — not automatic removal from every watch | Does this processor exclude shifted fraud from primary count? | Assume the slide equals the contract |
| Successful 3DS = out of VAMP | Visa’s public VAMP FAQ names CE 3.0 and pre-dispute exclusions — not “all 3DS shifts” | Which TC40 / dispute rows still count after auth success? | Treat liability shift as a VAMP eraser |
| Attempted / failed 3DS still shifted | No. Failed or attempted 3DS is not a liability shift | What this gateway logs as authenticated vs attempted | Count challenges that abandoned as a shift |
| 3DS cleans not-received / NAS | No. Liability shift is fraud-family. Consumer disputes still count | N/A — family is wrong for shift | Turn on 3DS to “fix” consumer codes |
| CE 3.0 win = same as liability shift | Different doors. CE 3.0 can exclude qualified TC40 from VAMP when the extract allows it | Whether this case met CE 3.0 — not only 3DS success | Rename every 3DS auth as CE 3.0 |
| RDR / alert refund already cleared the ratio | Pre-dispute paths are a different exclusion family — still confirm timing of the extract | Does this refund sit outside primary / VAMP here? | Stack 3DS myths on top of RDR myths |
Type in the cells. This is a calculator.
Count 0.82% vs dollar 0.88%. Do not average them.
91%
98%
Type CB $, sales $, and threshold %. We invent no headroom.
Type CB $, sales $, and threshold %.
Matching
Not on this page yetTxn file ↔ bank CB ↔ alert ↔ refund ↔ order
No calculator on this section yet.
Pricing
CalculatorAlert fee, RDR fee, representment cost vs write-off vs refund
Type in the cells. This is a calculator.
Refund now
$89
$95.85
$104
$104
Type your alert fee, CB fee, fight dollars, and this MID’s rate vs written threshold. We invent no network “good” %.
Type ticket, fees, fight dollars, win %, current rate, and written threshold.
Type holds, abandon %, AOV, labor $, and CB $ saved. We invent no block rate.
Type holds, abandon %, AOV, labor $, and CB $ saved.
Type alert fees $ and CB $ avoided. We invent no net $.
Type alert fees and CB $ avoided.
Intake
CalculatorAlert hours vs bank days. Miss it, CB can still post; fee still bills.
Type the hours in your Ethoca or CDRN contract and how long since the alert arrived. We do not fill 72.
Type the written window and hours elapsed. Missed means the chargeback can still post. The alert fee still bills.
Three doors, different hours. Filter which owns the case. Distinct from alert hours calculator and CS refund-window table.
| Claim | Reality | Do | Do not |
|---|---|---|---|
| RDR and Ethoca are the same clock | No. RDR is a Mastercard rule path. Ethoca/CDRN are alert networks | Name which enrollment fired | Staff one queue for both by vibe |
| RDR already refunded — still hit Ethoca with another credit | Usually no. Confirm RDR posted; avoid a second credit | Check processor refund / RDR outcome first | Double-pay the sale |
| Missed alert erases the bank CB deadline | No. Bank clock still runs. You may pay alert fee and CB | Track bank deadline separately | Ignore representment because the alert died |
| Alert hours calculator names which door owns the case | No. That tool types hours left. This map is door ownership | N/A — open alert-response-clocks for hours math | Skip naming the door because you typed hours |
| CS refund-window table replaces RDR/alert enrollment | No. Window is state → action after clocks exist | N/A — open refund-window-policy for CS states | Train CS without live RDR/alert seats |
| One public hour chip covers every brand | No. Type written windows from this contract | Ethoca / CDRN / RDR / bank hours in writing | Invent network hour chips |
Type alert count and unique orders. We invent no dup %.
Type alerts and unique orders.
Type CB tickets and total tickets. We invent no CB ticket %.
Type CB tickets and total tickets.
Reason codes
GuideSignal vs noise; fight vs give
| Code | Family | Default move | Why |
|---|---|---|---|
10.4 Visa · Other fraud — card-absent | Fraud | Fight | Fight when 3DS succeeded (liability shift), AVS/CVV matched, and fulfillment is logged. Write off small tickets. Refund-to-deflect if unshipped. |
10.1 Visa · EMV liability shift | Fraud | Write off | Card-present EMV. If the MID was not chip-capable, this is usually a lose. Not a consumer dispute. |
10.5 Visa · Visa fraud monitoring | Fraud | Write off | Program-driven. Treat as a MID-health signal, not a representment hobby. |
11.3 Visa · No authorization | Authorization | Write off | Auth was missing or did not cover the amount. Fix the cascade; do not fight the case. |
11.2 Visa · Declined authorization | Authorization | Write off | You captured after a decline. Processing error, not fraud theater. |
12.6 Visa · Duplicate processing / paid by other means | Processing | Refund to deflect | If the customer actually paid twice, refund. Cheap. Fighting duplicates burns the window. |
12.5 Visa · Incorrect amount | Processing | Refund to deflect | Credit the difference. Representment is for when the amount on the receipt is the amount you captured. |
13.1 Visa · Merchandise / services not received | Consumer | Fight | Fight with carrier scan + delivery photo / digital access logs. Refund-to-deflect if still in the warehouse. |
13.2 Visa · Cancelled recurring | Consumer | Cancel + refund | Cancel the MIT path, refund unused cycles, do not keep billing. Fight only if they used the service after the cancel request. |
13.3 Visa · Not as described or defective | Consumer | Fight | Needs the offer page, the SKU they got, and the return policy they clicked. Friendly-fraud pile; still lose if the landing lied. |
13.6 Visa · Credit not processed | Consumer | Refund to deflect | If CS already promised a refund, post it. Fighting a missing credit is how you get a second presentment and a worse issuer. |
13.7 Visa · Cancelled merchandise / services | Consumer | Cancel + refund | Same family as 13.2 for one-shot cancels. Stop shipment if you still can. |
4837 MC · No cardholder authorization | Fraud | Fight | Mastercard’s core CNP fraud code. 3DS Identity Check liability shift, AVS, and fulfillment logs are the packet. |
4863 MC · Cardholder does not recognize | Fraud | Fight | Often descriptor failure as much as stolen-card. Order Insight / clear DBA matters more than a novel here. |
4840 MC · Fraudulent processing of transactions | Fraud | Write off | Issuer alleges the merchant processed fraudulently. Treat as MID-risk, not a routine representment. |
4808 MC · Authorization-related | Authorization | Write off | Auth missing, expired, or amount mismatch. Fix acquiring. Do not argue the story. |
4834 MC · Point-of-interaction error | Processing | Refund to deflect | Duplicates, incorrect account, processing addenda. Credit and close. |
4841 MC · Cancelled recurring or digital goods dispute | Consumer | Cancel + refund | Cancel the subscription, refund unused time. Same operational move as Visa 13.2. |
4853 MC · Cardholder dispute — defective / not as described | Consumer | Fight | Mastercard consumer-quality code. Evidence is the offer, the SKU, and what actually arrived. |
4855 MC · Goods or services not provided | Consumer | Fight | Delivery or access proof. Refund-to-deflect if unshipped. Do not fight empty boxes. |
4860 MC · Credit not processed | Consumer | Refund to deflect | Post the credit you already promised. Same as Visa 13.6. |
Type fights and wins for one reason code. We invent no win %.
Type fights and wins for one reason code.
Representment
GuideRetrieval ≠ CB. Visa 10.4 CE 3.0 is two prior sales. Other codes use the family packet.
Issuer draft ask vs bank dispute. Different clocks and fees. Not the family evidence pack.
| Door | What it means | Your move | Clock / fee |
|---|---|---|---|
| Retrieval / request for copy | Issuer asks for the draft — money not taken yet | Return descriptor, amount, goods, tracking, CS path | Retrieval clock; retrieval fee if billed |
| First chargeback | Bank already reversed the sale | Fight with a packet or refund — do not ignore | Representment window; CB fee + ratio |
| Pre-arbitration / second presentment fight | Issuer rejected your first packet | Only continue if new evidence exists | Network second clock; more fees |
| Alert (CDRN / Ethoca) | Filing path — hours, not a draft ask | Refund or cancel inside the written window | Alert hours; alert fee still bills |
| RDR hit | Pre-set rule already accepted liability | No human intake window on this case | None for staffing; RDR fee if on schedule |
| Retrieval ignored | Draft never returned | Expect the case to become a chargeback | Same sale — now on the CB clock |
Carrier damage or loss vs not-received fight. Filter the claim. Distinct from WISMO scan checklist. We invent no insurance %.
| Claim | Reality | Do | Do not |
|---|---|---|---|
| Damage photo means fight as not-received | No. Photo proves arrival condition — CS / claim / reship path | Refund or reship per policy; open carrier claim if allowed | Paste a damage photo into an NR representment |
| Carrier exception / lost = fight NR with 3DS | No. No delivered scan. 3DS does not clear a lost parcel | Refund or reship; claim with the carrier when the lane allows | Send auth logs into a carrier exception |
| Delivered scan + “never got it” is this map | No. That is the WISMO scan checklist | N/A — open wismo-tracking | Skip the delivery scan because the box looked fine in ads |
| Delivered + crushed / wrong SKU is not-received | Usually NAS or CS — listing and transcript matter | Match the network family; refund if the page lied | Force every crushed-box ticket into NR |
| Insurance payout % is a universal public chip | No. We invent none. Read the carrier / 3PL contract | Written claim rule for this lane | Promise a forum insurance percent to CS |
| Amazon A-to-z is my DTC carrier claim | No. A-to-z is Amazon’s door. This is your carrier / CS path | N/A — open amazon-a-to-z for marketplace claims | Paste Seller Central onto a DTC exception |
Return-to-sender and refused delivery vs not-received fight. Filter the claim. Distinct from WISMO and damaged-in-transit. We invent no attempt-count chip.
| Claim | Reality | Do | Do not |
|---|---|---|---|
| Refused / RTS scan means fight as not-received | No. The parcel did not complete a clean delivery | Refund or reship; watch for the return scan | Paste an RTS scan into an NR representment |
| Undeliverable address = fight NR with 3DS | No. No delivered scan. 3DS does not fix a bad address | Fix the address book; refund or reship | Send auth logs into undeliverable |
| Delivered scan + “never got it” is this map | No. That is the WISMO scan checklist | N/A — open wismo-tracking | Skip the delivery scan because attempts failed last week |
| Duty refusal is only this map | Related. Who owes the border sits on DDP vs DDU | N/A — open ddp-vs-ddu for Incoterm; handle RTS cash here | Ignore Incoterm when duties caused the refuse |
| Attempt count before refund is a universal chip | No. We invent none. Write this brand’s attempt rule | Named max-attempt / hold policy in CS | Promise a forum “3 attempts then auto-refund” |
| Amazon A-to-z is my DTC RTS policy | No. A-to-z is Amazon’s door. This is your carrier outcome | N/A — open amazon-a-to-z for marketplace claims | Paste Seller Central onto a DTC RTS ticket |
Signature-required vs porch / left-at on not-received fights. Filter the claim. Distinct from WISMO, damaged-in-transit, and RTS/refused. We invent no signature fee chip.
| Claim | Reality | Do | Do not |
|---|---|---|---|
| Porch left-at equals a signed delivery | No. Signature and adult signature are stronger packets | Name the scan type in the packet — signed vs left-at | Label every porch drop as signed |
| Signature purchased, porch drop — still fight NR | Weak. You missed the service level the shopper paid for | Refund or reship; do not invent a signature | Paste left-at as if it were signed |
| This map replaces the WISMO scan checklist | No. You still need a delivered (or left-at / signed) scan | N/A — open wismo-tracking for the scan gate | Skip the warehouse check because a porch photo exists |
| Every porch drop is friendly fraud | No. Porch theft and CS truth both happen — match the scan | Fight only when the scan type and policy support it | Refund every left-at without reading the scan |
| Signature fee / win-rate is a universal chip | No. We invent none. Read this carrier’s service levels | Written when-to-buy-signature rule for high-risk SKUs | Promise a forum win-rate for signature |
| RTS / refused belongs on this map | No. Those are carrier outcomes without a clean delivery | N/A — open rts-refused-vs-nr | Force every RTS into a signature argument |
Bad ship-to and carrier address correction vs not-received fight. Filter the claim. Distinct from WISMO and RTS/refused. We invent no correction-fee chip.
| Claim | Reality | Do | Do not |
|---|---|---|---|
| Address correction fee means fight as not-received | No. That is a carrier invoice — not a delivery scan | Handle the fee per carrier contract; fix the address book | Paste a correction charge into an NR pack |
| Bad ship-to with no delivery = fight NR with 3DS | No. No delivered scan. 3DS does not fix a typo | Refund or reship to a verified address | Send auth logs into a bad-address ticket |
| This map replaces RTS / refused | No. RTS is the carrier outcome. This map is the bad-address / correction fork | N/A — open rts-refused-vs-nr when the scan says RTS | Skip RTS because a correction fee posted |
| Delivered to label address — skip WISMO | No. You still need the scan type before you fight | N/A — open wismo-tracking | Skip the warehouse check because the address looked odd |
| Correction fee dollars are a universal chip | No. We invent none. Read this carrier’s rate card | Written when-to-validate ship-to before label | Promise a forum correction-fee dollar amount |
| Amazon A-to-z address rules are my DTC policy | No. A-to-z is Amazon’s door. This is your ship-to hygiene | N/A — open amazon-a-to-z for marketplace claims | Paste Seller Central onto a DTC correction ticket |
Tick what you captured for this shipment before it left. Unchecked means you are fighting damage blind. Boxes start off. Not a WISMO scan checklist.
Holes: Order identity in frame, SKU / variant visible, Pack condition captured, Timestamp near label print, Photos stored with the order, Not using photos as the only NR proof.
Hold / will-call vs porch delivery and not-received fights. Filter the claim. Distinct from WISMO, signature-vs-porch, and RTS/refused. We invent no hold-day chip.
| Claim | Reality | Do | Do not |
|---|---|---|---|
| Available for pickup means delivered | No. The shopper has not collected yet | CS notice; follow written hold window; then refund / reship / RTS | Fight NR on an available-for-pickup scan alone |
| Picked-up at counter equals porch left-at | No. Counter picked-up is a different scan type — usually stronger | Name picked-up vs left-at in the packet | Label every hold as a porch drop |
| Hold days before refund are a universal chip | No. We invent none. Write this brand’s hold window | Named hold / will-call policy in CS | Promise a forum “5 days then auto-refund” |
| Expired hold → fight as not-received | Usually RTS / return — not a delivery-scan NR fight | N/A — open rts-refused-vs-nr | Paste a picked-up pack into an RTS after expiry |
| This map replaces signature vs porch | No. Signature vs porch is signed vs left-at on delivery | N/A — open signature-vs-porch-nr for porch / signed | Skip scan type because the checkout said hold |
| Amazon A-to-z pickup rules are my DTC hold policy | No. A-to-z is Amazon’s door. This is your carrier hold | N/A — open amazon-a-to-z for marketplace claims | Paste Seller Central onto a DTC hold ticket |
Multi-box orders vs not-received fights. Filter the claim. Distinct from partial-multi-capture auth and single-parcel WISMO. We invent no box-count chip.
| Claim | Reality | Do | Do not |
|---|---|---|---|
| One delivered box clears the whole order NR | No. Each parcel needs its own scan | List every tracking; fight only delivered lines | Paste one scan as proof for every box |
| Missing box = fight with the delivered scan | No. Refund or reship the missing line | Match dispute lines to tracking numbers | Force a whole-order fight on a partial delivery |
| This map is partial / multi-capture | No. That page is auth split across ships | N/A — open partial-multi-capture for capture doors | Skip tracking because auth already split |
| This map replaces WISMO | No. WISMO is the per-parcel scan checklist | N/A — open wismo-tracking for each tracking number | Skip warehouse check because the order was “split” |
| Box count is a universal public chip | No. We invent none. Type this order’s parcels | Written CS rule: list every tracking on split ship | Promise a forum “always 2 boxes” rule |
| Amazon multi-parcel A-to-z is my DTC policy | No. A-to-z is Amazon’s door. This is your split-ship CS | N/A — open amazon-a-to-z for marketplace claims | Paste Seller Central onto a DTC multi-box ticket |
Visa/MC Compelling Evidence shape. Fight the family, not the reseller label.
| Family | Typical codes | What wins | Default move |
|---|---|---|---|
| Fraud | Visa 10.4 / MC 4837 | 3DS success, AVS/CVV, device, fulfillment | Fight if auth is clean; refund if unshipped |
| Authorization | Visa 11.x / MC 4808 | Auth receipt that matches capture | Credit and close unless the receipt matches |
| Processing | Visa 12.x / MC 4834 | Correct amount, currency, duplicate proof | Credit the delta; do not write a novel |
| Not received | Visa 13.1 / MC 4855 | Carrier scan, delivery photo, AVS match | Fight if delivered; refund if in warehouse |
| Not as described | Visa 13.3 / MC 4853 | SKU, listing, CS transcript, return policy shown | Refund if the page lied; fight if it did not |
| Cancelled recurring | Visa 13.2 / MC 4841 | Cancel log, last MIT, refund of unused cycles | Cancel the token first, then credit |
| Credit not processed | Visa 13.6 / MC 4860 | Refund confirmation in the processor | Post the credit; do not fight a missing refund |
Tick what you verified on this not-received case. Unchecked means you are fighting blind. Boxes start off.
Holes: Not-received confirmed, Carrier tracking on the order, Delivery scan exists, Scan before the dispute, POD or exception named, CS WISMO thread saved, Not still in the warehouse.
Tick a part when it is in the Visa 10.4 packet. We do not fill a typical prior count.
Holes: Network code is Visa 10.4, Two prior undisputed sales, Priors have product descriptions, Matching IP, Matching email or ship-to, This is not a 3DS-only packet.
Same two-prior Visa 10.4 rule on first sale and rebill. Filter the claim. Distinct from the prior checklist.
| Claim | Reality | Get in the packet | Do not |
|---|---|---|---|
| Subscriptions get automatic CE 3.0 | No. Still at least two matching undisputed priors | Two priors with IP + email or ship-to | Skip priors because it is a rebill |
| A disputed MIT can use the CIT as both priors | No. CIT can be one prior if undisputed. You still need a second | CIT plus one other matching prior | Count the disputed MIT as a prior |
| A disputed first CIT can use itself as a prior | No. Priors are other sales. New buyers with one checkout have no CE 3.0 path | Two other matching priors — or refund / write off | Invent a second sale to pad the count |
| Token on file replaces matching IP and email | No. Match fields still required on the prior sales and the dispute | Matching IP and email or ship-to on the priors | Send token-only as Compelling Evidence 3.0 |
| Broken MIT chain is fixed by CE 3.0 priors | No. Original-sale ID is a different job. Priors do not repair a missing receipt | N/A — fix the chain on the rebill page | Fight 10.4 while rebills lack the original ID |
| This map is the prior-count checklist | No. The checklist ticks fields. This map is CIT vs MIT shape | N/A — open the CE 3.0 checklist when building the packet | Skip match fields because you know CIT can count |
Case id, network code, amount, family proof. Nice-to-haves are not the floor. Distinct from the family evidence table.
| Claim | Reality | Must include | Do not |
|---|---|---|---|
| Brand PDF / logo pack is enough to fight | No. Floor is identity, network code, amount, family proof | Case / ARN, code, amount, family doc | Ship marketing with no portal match |
| Reseller nickname replaces the network code | No. Compelling evidence and queues key the network code | Visa / Mastercard code on the pack cover | Fight on “fraud” with no 10.4 / 4837 |
| 3DS log covers every family | No. Wrong family proof is wasted labor | The family’s required proof from the evidence table | Paste 3DS into NAS / not-received by habit |
| Nice-to-have screenshots replace the ARN | No. Without case identity the issuer cannot match the row | ARN / case id matching the portal | Anonymous screenshot dumps |
| This map is the family evidence table | No. Evidence-by-reason names family docs. This map is the floor | N/A — open evidence-by-reason for family rows | Skip the floor because you know the family |
| We publish a win-rate chip for this pack | No. We invent no win % | Your own win/loss extract — typed later | Paste a vendor recover slide |
Type cases, fee, labor, recover %, and AOV. We invent no win rate.
Type cases, fee, labor, recover %, and AOV.
Type hours available, pack hours per case, and case count. We invent no pack time.
Type hours available, pack hours, and cases.
Type fee $, win %, and AOV $. We invent no threshold.
Type fee $, win %, and AOV $.
Type lag hours, cases, and AOV $. We invent no at-risk $.
Type lag hours, cases, and AOV $.
Type late fights and total fights. We invent no miss %.
Type late fights and total fights.
Type packs missing CE fields and packs filed. We invent no miss %.
Type packs missing CE fields and packs filed.
Type open day, loss day, and disputes. We invent no lag days.
Type open day, loss day, and disputes.
Type wins and representments. We invent no win %.
Type wins and representments.
Type auto-accepted disputes and disputes. We invent no accept %.
Type auto-accepted disputes and disputes.
Type Disputifier due day, upload day, and cases. We invent no lag days.
Type due day, upload day, and cases.
Type Chargeflow wins and disputes fought. We invent no win %.
Type wins and disputes fought.
Type Disputifier deadline misses and disputes fought. We invent no miss %.
Type deadline misses and disputes fought.
Type Disputifier auto-accepted disputes and disputes. We invent no accept %.
Type auto-accepted disputes and disputes.
Type Disputifier packs missing evidence fields and packs filed. We invent no pack-hole %.
Type packs missing evidence fields and packs filed.
Type Chargeblast deadline misses and disputes filed. We invent no CB fight-clock %.
Type deadline misses and disputes filed.
Type Disputifier uploads missing required files and uploads attempted. We invent no DF upload-hole %.
Type uploads missing required files and uploads attempted.
Type Chargeblast uploads missing required files and uploads attempted. We invent no CB mid-upload %.
Type uploads missing required files and uploads attempted.
Type Chargebacks911 closed wins and disputes fought. We invent no C9 win %.
Type closed wins and disputes fought.
Type Chargeblast closed wins and disputes fought. We invent no CB win %.
Type closed wins and disputes fought.
Type Ethoca closed wins and disputes fought. We invent no ET win %.
Type closed wins and disputes fought.
Type Forter closed wins and disputes fought. We invent no FT win %.
Type closed wins and disputes fought.
Type Kount closed wins and disputes fought. We invent no KT win %.
Type closed wins and disputes fought.
Type Midigator closed wins and disputes fought. We invent no MG win %.
Type closed wins and disputes fought.
Type Verifi closed wins and disputes fought. We invent no VF win %.
Type closed wins and disputes fought.
Type Chargebacks911 filed day and closed day. We invent no C9 lag days.
Type filed day and closed day.
Type Chargeblast filed day and closed day. We invent no CB lag days.
Type filed day and closed day.
Type Ethoca filed day and closed day. We invent no EC lag days.
Type filed day and closed day.
Type Forter filed day and closed day. We invent no FT lag days.
Type filed day and closed day.
Type Chargeflow filed day and closed day. We invent no CF lag days.
Type filed day and closed day.
Type Disputifier filed day and closed day. We invent no DF lag days.
Type filed day and closed day.
Type Kount filed day and closed day. We invent no KT lag days.
Type filed day and closed day.
Type Midigator filed day and closed day. We invent no MG lag days.
Type filed day and closed day.
Type Verifi filed day and closed day. We invent no VF lag days.
Type filed day and closed day.
Type Chargebacks911 deadline misses and disputes filed. We invent no C9 fight-clock %.
Type deadline misses and disputes filed.
Type Ethoca deadline misses and disputes filed. We invent no ET fight-clock %.
Type deadline misses and disputes filed.
Type Forter deadline misses and disputes filed. We invent no FT fight-clock %.
Type deadline misses and disputes filed.
Type Chargeflow deadline misses and disputes filed. We invent no CF fight-clock %.
Type deadline misses and disputes filed.
Type Kount deadline misses and disputes filed. We invent no KT fight-clock %.
Type deadline misses and disputes filed.
Type Midigator deadline misses and disputes filed. We invent no MG fight-clock %.
Type deadline misses and disputes filed.
Type Verifi deadline misses and disputes filed. We invent no VF fight-clock %.
Type deadline misses and disputes filed.
Type Chargebacks911 uploads missing required files and uploads attempted. We invent no C9 mid-upload %.
Type uploads missing required files and uploads attempted.
Type Chargebacks911 packs missing evidence fields and packs filed. We invent no C9 pack-hole %.
Type packs missing evidence fields and packs filed.
Type Ethoca Clarity blank-field packs and packs filed. We invent no ET pack-hole %.
Type blank-field packs and packs filed.
Type Forter dispute-workspace blank-field packs and packs filed. We invent no FT pack-hole %.
Type blank-field packs and packs filed.
Type Chargeflow auto-fight blank-field packs and packs filed. We invent no CF pack-hole %.
Type blank-field packs and packs filed.
Type Kount dispute-queue blank-field packs and packs filed. We invent no KT pack-hole %.
Type blank-field packs and packs filed.
Type Midigator case-desk blank-field packs and packs filed. We invent no MG pack-hole %.
Type blank-field packs and packs filed.
Type Verifi CDRN blank-field packs and packs filed. We invent no VF pack-hole %.
Type blank-field packs and packs filed.
Type Chargebacks911 pre-arb misses and pre-arb cases. We invent no C9 pre-arb miss %.
Type pre-arb misses and pre-arb cases.
Type Ethoca pre-arb misses and pre-arb cases. We invent no ET pre-arb miss %.
Type pre-arb misses and pre-arb cases.
Type Forter pre-arb misses and pre-arb cases. We invent no FT pre-arb miss %.
Type pre-arb misses and pre-arb cases.
Type Chargeflow pre-arb misses and pre-arb cases. We invent no CF pre-arb miss %.
Type pre-arb misses and pre-arb cases.
Type Kount pre-arb misses and pre-arb cases. We invent no KT pre-arb miss %.
Type pre-arb misses and pre-arb cases.
Type Midigator pre-arb misses and pre-arb cases. We invent no MG pre-arb miss %.
Type pre-arb misses and pre-arb cases.
Type Verifi pre-arb misses and pre-arb cases. We invent no VF unanswered-pre-arb %.
Type pre-arb misses and pre-arb cases.
Type Chargebacks911 start hour, ready hour, and packs. We invent no C9 pack-build hours.
Type start hour, ready hour, and packs.
Type Ethoca start hour, ready hour, and packs. We invent no EC pack-build hours.
Type start hour, ready hour, and packs.
Type Forter start hour, ready hour, and packs. We invent no FT pack-build hours.
Type start hour, ready hour, and packs.
Type Chargeflow start hour, ready hour, and packs. We invent no CF pack-build hours.
Type start hour, ready hour, and packs.
Type Kount start hour, ready hour, and packs. We invent no KT pack-build hours.
Type start hour, ready hour, and packs.
Type Midigator start hour, ready hour, and packs. We invent no MG pack-build hours.
Type start hour, ready hour, and packs.
Type Verifi start hour, ready hour, and packs. We invent no VF pack-build hours.
Type start hour, ready hour, and packs.
Type Chargebacks911 start hour, ready hour, and packs. We invent no C9 pre-arb pack hours.
Type start hour, ready hour, and packs.
Type Ethoca start hour, ready hour, and packs. We invent no ET pre-arb pack hours.
Type start hour, ready hour, and packs.
Type Verifi start hour, ready hour, and packs. We invent no VF pre-arb pack hours.
Type start hour, ready hour, and packs.
Type Midigator start hour, ready hour, and packs. We invent no MG pre-arb pack hours.
Type start hour, ready hour, and packs.
Type Kount open stamp, ready stamp, and packs. We invent no KT pre-arb pack hours.
Type start hour, ready hour, and packs.
Type Chargeflow assemble stamp, handoff stamp, and packs. We invent no CF pre-arb pack hours.
Type start hour, ready hour, and packs.
Type Forter packet-open stamp, packet-ready stamp, and packs. We invent no FT pre-arb pack hours.
Type start hour, ready hour, and packs.
Type Chargebacks911 request hour, reply hour, and requests. We invent no C9 issuer-request hours.
Type request hour, reply hour, and requests.
Type Ethoca request hour, reply hour, and requests. We invent no ET issuer-request hours.
Type request hour, reply hour, and requests.
Type Verifi request hour, reply hour, and requests. We invent no VF issuer-request hours.
Type request hour, reply hour, and requests.
Type Midigator asked hour, answered hour, and requests. We invent no MG issuer-request hours.
Type asked hour, answered hour, and requests.
Type Kount inbound hour, outbound hour, and requests. We invent no KT issuer-request hours.
Type inbound hour, outbound hour, and requests.
Type Chargeflow intake hour, handoff hour, and requests. We invent no CF issuer-request hours.
Type intake hour, handoff hour, and requests.
Type Forter ask hour, answer hour, and requests. We invent no FT issuer-request hours.
Type ask hour, answer hour, and requests.
Type Chargebacks911 mismatched cases and cases scored. We invent no C9 reason-code-mismatch %.
Type mismatched cases and cases scored.
Type Ethoca mismatched cases and cases scored. We invent no ET reason-code-mismatch %.
Type mismatched cases and cases scored.
Type Verifi mismatched cases and cases scored. We invent no VF reason-code-mismatch %.
Type mismatched cases and cases scored.
Type Midigator mismatched cases and cases scored. We invent no MG reason-code-mismatch %.
Type mismatched cases and cases scored.
Type Kount mismatched cases and cases scored. We invent no KT reason-code-mismatch %.
Type mismatched cases and cases scored.
Type Chargeflow mismatched cases and cases scored. We invent no CF reason-code-mismatch %.
Type mismatched cases and cases scored.
Type Forter mismatched cases and cases scored. We invent no FT reason-code-mismatch %.
Type mismatched cases and cases scored.
Type Chargebacks911 presentment hour, answer hour, and cases. We invent no C9 second-presentment hours.
Type presentment hour, answer hour, and cases.
Type Ethoca presentment hour, answer hour, and cases. We invent no ET second-presentment hours.
Type presentment hour, answer hour, and cases.
Type Verifi presentment hour, answer hour, and cases. We invent no VF second-presentment hours.
Type presentment hour, answer hour, and cases.
Type Midigator presentment hour, answer hour, and cases. We invent no MI second-presentment hours.
Type presentment hour, answer hour, and cases.
Type Kount presentment hour, answer hour, and cases. We invent no KT second-presentment hours.
Type presentment hour, answer hour, and cases.
Type Chargeflow presentment hour, answer hour, and cases. We invent no CF second-presentment hours.
Type presentment hour, answer hour, and cases.
Type Forter presentment hour, answer hour, and cases. We invent no FT second-presentment hours.
Type presentment hour, answer hour, and cases.
Type Chargebacks911 file hour, accept hour, and cases. We invent no C9 arbitration-file hours.
Type file hour, accept hour, and cases.
Type Ethoca file hour, accept hour, and cases. We invent no ET arbitration-file hours.
Type file hour, accept hour, and cases.
Type Verifi file hour, accept hour, and cases. We invent no VF arbitration-file hours.
Type file hour, accept hour, and cases.
Type Midigator file hour, accept hour, and cases. We invent no MI arbitration-file hours.
Type file hour, accept hour, and cases.
Type Kount file hour, accept hour, and cases. We invent no KO arbitration-file hours.
Type file hour, accept hour, and cases.
Type Chargeflow file hour, accept hour, and cases. We invent no CF arbitration-file hours.
Type file hour, accept hour, and cases.
Type Forter file hour, accept hour, and cases. We invent no FT arbitration-file hours.
Type file hour, accept hour, and cases.
Type Chargebacks911 ask hour, answer hour, and cases. We invent no C9 issuer-reply hours.
Type ask hour, answer hour, and cases.
Type Ethoca ask hour, answer hour, and cases. We invent no ET issuer-reply hours.
Type ask hour, answer hour, and cases.
Type Verifi ask hour, answer hour, and cases. We invent no VF issuer-reply hours.
Type ask hour, answer hour, and cases.
Type Midigator ask hour, answer hour, and cases. We invent no MG issuer-reply hours.
Type ask hour, answer hour, and cases.
Type Kount ask hour, answer hour, and cases. We invent no KT issuer-reply hours.
Type ask hour, answer hour, and cases.
Type Chargeflow ask hour, answer hour, and cases. We invent no CF issuer-reply hours.
Type ask hour, answer hour, and cases.
Type Forter ask hour, answer hour, and cases. We invent no FT issuer-reply hours.
Type ask hour, answer hour, and cases.
Type Chargebacks911 ready hour, filed hour, and cases. We invent no C9 case-filing hours.
Type ready hour, filed hour, and cases.
Type Ethoca pack-ready hour, drop hour, and cases. We invent no ET case-filing hours.
Type ready hour, filed hour, and cases.
Type Verifi pack-ready hour, drop hour, and cases. We invent no VF case-filing hours.
Type ready hour, filed hour, and cases.
Type Midigator pack-ready hour, drop hour, and cases. We invent no MI case-filing hours.
Type ready hour, filed hour, and cases.
Type Kount pack-ready hour, drop hour, and cases. We invent no KO case-filing hours.
Type ready hour, filed hour, and cases.
Type Chargeflow pack-ready hour, drop hour, and cases. We invent no CF case-filing hours.
Type ready hour, filed hour, and cases.
Type Forter pack-ready hour, drop hour, and cases. We invent no FT case-filing hours.
Type ready hour, filed hour, and cases.
Type Chargebacks911 good-faith misses and good-faith cases. We invent no C9 good-faith-miss %.
Type good-faith misses and good-faith cases.
Type Ethoca good-faith misses and good-faith cases. We invent no ET good-faith-miss %.
Type good-faith misses and good-faith cases.
Type Verifi good-faith misses and good-faith cases. We invent no VF good-faith-miss %.
Type good-faith misses and good-faith cases.
Type Midigator good-faith misses and good-faith cases. We invent no MG good-faith-miss %.
Type good-faith misses and good-faith cases.
Type Kount good-faith misses and good-faith cases. We invent no KT good-faith-miss %.
Type good-faith misses and good-faith cases.
Type Chargeflow good-faith misses and good-faith cases. We invent no CF good-faith-miss %.
Type good-faith misses and good-faith cases.
Type Forter good-faith misses and good-faith cases. We invent no FT good-faith-miss %.
Type good-faith misses and good-faith cases.
Type Chargebacks911 issuer fight declines and fights filed. We invent no C9 fight-decline %.
Type issuer fight declines and fights filed.
Type Ethoca issuer fight declines and fights filed. We invent no ET fight-decline %.
Type issuer fight declines and fights filed.
Type Verifi issuer fight declines and fights filed. We invent no VF fight-decline %.
Type issuer fight declines and fights filed.
Type Midigator issuer fight declines and fights filed. We invent no MG fight-decline %.
Type issuer fight declines and fights filed.
Type Kount issuer fight declines and fights filed. We invent no KT fight-decline %.
Type issuer fight declines and fights filed.
Type Chargeflow issuer fight declines and fights filed. We invent no CF fight-decline %.
Type issuer fight declines and fights filed.
Type Forter issuer fight declines and fights filed. We invent no FT fight-decline %.
Type issuer fight declines and fights filed.
Type Chargebacks911 network rejects and packages submitted. We invent no C9 representment-reject %.
Type network rejects and packages submitted.
Type Ethoca network rejects and packages submitted. We invent no ET representment-reject %.
Type network rejects and packages submitted.
Type Verifi network rejects and packages submitted. We invent no VF representment-reject %.
Type network rejects and packages submitted.
Type Midigator network rejects and packages submitted. We invent no MG representment-reject %.
Type network rejects and packages submitted.
Type Kount network rejects and packages submitted. We invent no KT representment-reject %.
Type network rejects and packages submitted.
Type Chargeflow network rejects and packages submitted. We invent no CF representment-reject %.
Type network rejects and packages submitted.
Type Forter network rejects and packages submitted. We invent no FT representment-reject %.
Type network rejects and packages submitted.
Type Chargebacks911 timed-out packs and packages submitted. We invent no C9 representment-timeout %.
Type timed-out packs and packages submitted.
Type Ethoca timed-out packs and packages submitted. We invent no ET representment-timeout %.
Type timed-out packs and packages submitted.
Type Verifi timed-out packs and packages submitted. We invent no VF representment-timeout %.
Type timed-out packs and packages submitted.
Type Midigator timed-out packs and packages submitted. We invent no MG representment-timeout %.
Type timed-out packs and packages submitted.
Type Kount timed-out packs and packages submitted. We invent no KT representment-timeout %.
Type timed-out packs and packages submitted.
Type Chargeflow timed-out packs and packages submitted. We invent no CF representment-timeout %.
Type timed-out packs and packages submitted.
Allocation
CalculatorWhich source, affiliate, rebill cycle, or BIN ate the chargebacks. The blend hides the hot cut.
Add rows. Name the cut. Type that cut’s primary chargebacks and approved sales. We do not fill a sample affiliate, BIN, or rate.
Add a cut. Source, affiliate, rebill cycle, and BIN are four different tables — run one grain at a time.
Optimisation
CalculatorWhich programs to buy, when to refund, BIN/issuer, descriptor
Type primary CBs and approved sales for one BIN (or issuer family) vs the whole MID. We do not fill a sample cut. Concentration is CB share above sales share — not a routing map.
Type the four counts. Concentrated when CB share is 10% points or more above sales share.
Type in the cells. This is a calculator.
This is cash on one case. It is not permission to ignore the MID.
$84
$104
Tick blocks that are live after a confirmed fraud CB. Holes are how they buy again.
Holes: Device / fingerprint, Ship-to address, All live MIDs.
Prevention stack
GuideTick the jobs that run on this MID. Visa vs Mastercard. RDR rules + alerts + OI + 3DS. Descriptor match. Who works the clock.
Mastercard program. Enrollment is usually through the acquirer or a Verifi / reseller seat, not a brand-level checkbox.
Issuer starts a Mastercard dispute that hits your RDR rules (amount, reason, MCC, etc.). The refund posts instead of a chargeback.
This is before a primary chargeback. Most acquirer programs keep RDR out of the primary CB ratio — confirm the contract. It is still a refund plus a per-case fee.
The merchant pre-agrees to automatically refund a Mastercard dispute that matches rules, before it becomes a chargeback.
Per-case fee set by the acquirer or reseller. Mastercard does not publish a retail price. You also lose the sale.
Per MID, on Mastercard volume. Rules (amount caps, reason codes, shipped vs not) are the job. Over-broad rules refund winners.
A MID without RDR still takes the chargeback. Enrolling “the brand” does nothing. Map rules per merchant account. Not Ethoca (alerts you act on). Not Visa CDRN. Not 3DS. Not a representment product.
Ethoca is a Mastercard company. Alerts are sold by Mastercard and by resellers (the usual pile: Chargebacks911, Kount, and the next logo).
An issuer in the Ethoca network opens a dispute-in-progress on a Mastercard (and some partner) transaction you enrolled.
Fires before the bank chargeback. If you miss the window, the CB still lands. A refunded alert is usually not a primary CB — confirm with the acquirer.
The issuer tells you a cardholder is disputing, while you still have a window to refund or cancel and stop the chargeback.
Per-alert fee from the reseller or direct seat, plus the refund. Not a public Mastercard list price. Rebates exist on some contracts when you refunded before the alert; those are claims, not a dashboard.
Per MID, against Mastercard volume. Coverage is issuer-network coverage, not 100% of Mastercard. Holes are normal.
Enrollment, descriptor, and MID ID have to match what the issuer sees. A second MID with no seat is a hole, not a ‘brand Ethoca’. Not RDR (auto-refund by rule). Not Visa CDRN. Not Order Insight.
Visa program, operated with Verifi (a Visa company). Often bundled with Order Insight in a Verifi seat or a reseller.
A participating Visa issuer files a pre-dispute alert on an enrolled MID.
Before the Visa chargeback. Miss it and you get the CB. Resolved alerts are usually excluded from the primary ratio — in writing, from this acquirer, not from a reseller slide.
Visa’s analog to Ethoca: an issuer notice that a dispute is coming, with a window to refund and stop the chargeback.
Per-alert fee via Verifi or the reseller, plus the refund. No public Visa retail tariff for the alert itself.
Per MID, Visa volume. Not every issuer participates. Measure coverage as alerts / Visa CBs, not as ‘we bought Verifi.’
Visa MIDs only. A Mastercard-only account does not belong here. Descriptor and MID number must match the clearing record. Not Order Insight (inquiry / order-data). Not RDR. Not Ethoca.
Visa / Verifi. Often sold with CDRN as one Verifi stack.
An inquiry, before a chargeback and usually before a CDRN alert. This is the ‘unknown charge’ moment, not the ‘I want my money’ moment.
If the inquiry resolves, there may be no chargeback at all. If it does not, CDRN or a Visa CB can still follow. OI is not a refund-or-die alert.
The cardholder (or issuer) asks ‘what is this charge?’ You return order data: DBA/descriptor, SKU, delivery, customer-service path. A clear answer can stop a dispute from being filed.
Often bundled in a Verifi / reseller monthly plus per-inquiry or per-outcome fees. Confirm the invoice; it is not a Visa public price list.
Per MID. The payload is the product: descriptor the cardholder saw, tracking, last-four, SKU, CS number. Garbage in, dispute out.
Descriptor on the MID is what Order Insight must explain. Changing DBA without updating OI/clearing is how ‘I don’t recognize this’ piles up. Not CDRN. Not 3DS. Not representment Compelling Evidence 3.0 (related idea, different process).
EMV 3-D Secure. Visa brands it Visa Secure; Mastercard brands it Identity Check. The directory server is the network; the challenge is the issuer.
At checkout / auth time — frictionless or challenge. It does not fire when a dispute is filed. It is not an alert network.
Does not stop consumer disputes (not received, not as described, cancelled recurring). Helps on fraud codes when authentication succeeded and the program grants the shift. Failed/attempted 3DS is not the same as authenticated.
Authentication before (or with) authorization. A successful authenticated 3DS2 transaction can shift fraud liability to the issuer on qualifying fraud chargebacks.
Per-attempt or per-auth fee from the gateway/acquirer, plus conversion loss on challenged auths. No public network retail price. The tax is often the drop, not the fee.
Per MID, and then placement in the cascade (always / by BIN / by amount / by risk). Orchestration owns where it sits. Traffic owns the conversion hit.
Liability shift attaches to the authenticating MID. A retry onto a MID that is not 3DS-enrolled can undo the shift. Enrollment without placement is a checkbox. Not RDR, Ethoca, CDRN, or Order Insight. Not a fraud score. Not a reason to ignore AVS.
Tick what you updated the same day the soft or hard descriptor changed. Unchecked is a hole. Boxes start off.
Holes: New descriptor string written, Ethoca remapped / re-enrolled, CDRN remapped / re-enrolled, RDR rules checked, Order Insight payload updated, Test auth / statement match.
Rule already refunded. Name the new line before you touch the card again. Do not credit twice.
| What you see | Likely meaning | Your move | Do not |
|---|---|---|---|
| Portal still says “open” after RDR | UI lag or RDR credit not yet matched | Find the RDR credit ARN / statement line | Refund again from CS |
| Second debit, no RDR credit on statement | RDR credit failed or never posted | Push processor to post/repair the RDR credit | Ignore it because “RDR should have covered it” |
| Ethoca / CDRN after RDR | Different door — alert path | Staff the alert clock; recon amounts | Assume RDR closed the alert |
| Primary CB reason/amount outside rule | Rule never matched this case | Treat as primary — fight or refund | Blame RDR enrollment |
| CB for same amount after RDR credit posted | Rare overlap / network timing | Packet + processor letter; do not double credit | Second CS refund “to be safe” |
| Customer wants store credit too | Retention ask on a closed RDR | Margin choice only — sale already reversed | Call credit a second refund for the bank |
Which door the case is in. Inquiry explains. Alert refunds on hours. Not the OI field checklist.
| Door | What it means | Your move | Clock |
|---|---|---|---|
| Order Insight inquiry | Issuer or cardholder asks what the charge is | Return DBA, SKU, amount, tracking, CS path | Inquiry — not refund-or-die |
| CDRN alert | Visa path — they are filing | Refund or cancel to stop the CB | Hours — type your written window |
| Ethoca alert | Mastercard path — they are filing | Refund or cancel to stop the CB | Hours — type your written window |
| RDR hit | Pre-set rule accepted liability | No human window — rule already refunded | None for intake staffing |
| Bank chargeback | Primary CB posted | Fight packet or write-off | Days under scheme rules |
| Failed OI → alert | Inquiry did not stop the filing | Leave the payload job; work the alert clock | Switches to hours |
Tick what is written for this enrollment. Unchecked is a hole. Boxes start off.
Holes: Amount cap written, Dispute category scoped, Condition codes named, Shipped vs unshipped posture, Catch-all is intentional or off, Who can change rules, Ratio treatment in writing.
Tick the jobs that run on this merchant ID. Unchecked is a hole. We do not tick a typical stack.
Holes: RDR on this MID, Ethoca on this MID, CDRN on this MID, Order Insight live, 3DS on the authenticating MID, Descriptor matches enrollment, Someone works this MID’s clock, Reseller overlap named.
Type in the cells. This is a calculator.
If RDR sat in primary you would show 1.10%. Confirm this processor’s rule in writing.
58%
0.64 pp
Tick fields OI actually returns. Empty tracking is how “I do not recognize this” becomes a CB.
Holes: Tracking / delivery, CS path, Recurring flag.
Soft ≠ cosmetic. Hard often needs processor approval. Both remap alerts. Distinct from the re-enroll checklist.
| Claim | Reality | Get in writing | Do not |
|---|---|---|---|
| Soft descriptor is cosmetic — no remap | No. Soft still changes what the cardholder may see | Whether soft edits hit clearing / statement here | Skip Ethoca / CDRN / OI after a soft edit |
| Hard DBA can be renamed in the gateway alone | Usually no. Hard is boarded identity — processor path common | Who approves a hard descriptor change on this MID | Invent a hard DBA without asking |
| Only hard changes force same-day re-enroll | No. Soft and hard both stale alert maps | N/A — open re-enroll checklist either way | Wait for unrecognized CBs to prove the hole |
| Updating Order Insight covers soft changes | No. Alerts and RDR that key the old string are still holes | Ethoca, CDRN, RDR, and OI after any string change | OI-only updates |
| This map is the re-enroll checklist | No. Re-enroll ticks the seats. This map is soft vs hard myths | N/A — open descriptor-reenroll to tick seats | Skip the sheet because you named soft vs hard |
| Billing-descriptor page already covers this fork | No. Billing-descriptor is what the line should say. This map is change mechanics | N/A — open billing-descriptor for the statement line | Confuse “what to print” with “soft vs hard change” |
Type RDR MIDs and alert-only MIDs. We invent no mix %.
Type RDR MIDs and alert-only MIDs.
Type reviews, lag hours, and AOV $. We invent no exposure $.
Type reviews, lag hours, and AOV $.
Type false-positive blocks and AOV. We invent no lost $.
Type false positives and AOV.
Type open reviews and capacity. We invent no depth.
Type open reviews and capacity.
Type overlap refund $ and alert fees. We invent no waste $.
Type overlap refund $ and alert fees.
Type overturns and reviews. We invent no overturn %.
Type overturns and reviews.
Type missed-fraud CBs and reviewed orders. We invent no FN %.
Type missed-fraud CBs and reviewed orders.
Type unanswered OI and OI inquiries. We invent no miss %.
Type unanswered OI and OI inquiries.
Type overturned auto-blocks and auto-blocks. We invent no overturn %.
Type overturned auto-blocks and auto-blocks.
Type fingerprint misses and auth attempts. We invent no miss %.
Type fingerprint misses and auth attempts.
Type challenge abandons and challenges. We invent no abandon %.
Type challenge abandons and challenges.
Type p95 score reply ms and your SLA ms. We invent no over-SLA %.
Type p95 score reply ms and your SLA ms.
Type review-queue abandons and reviews opened. We invent no abandon %.
Type review-queue abandons and reviews opened.
Type rule overrides and decisions. We invent no override %.
Type rule overrides and decisions.
Type ATO blocks and auth attempts. We invent no block %.
Type ATO blocks and auth attempts.
Type watchlist hits and auth attempts. We invent no hit %.
Type watchlist hits and auth attempts.
Type live MIDs missing prevention and live MIDs. We invent no gap %.
Type live MIDs missing prevention and live MIDs.
Type velocity overrides and decisions. We invent no override %.
Type velocity overrides and decisions.
Type Forter identity challenges and auth attempts. We invent no challenge %.
Type identity challenges and auth attempts.
Type Sift device mismatches and auth attempts. We invent no mismatch %.
Type device mismatches and auth attempts.
Type Kount proxy hits and auth attempts. We invent no proxy %.
Type proxy hits and auth attempts.
Type Forter velocity blocks and auth attempts. We invent no block %.
Type velocity blocks and auth attempts.
Type Sift payment-abuse blocks and auth attempts. We invent no abuse %.
Type payment-abuse blocks and auth attempts.
Type Kount device-mismatch blocks and auth attempts. We invent no mismatch %.
Type device-mismatch blocks and auth attempts.
Type Forter step-up challenges and auth attempts. We invent no step-up %.
Type step-up challenges and auth attempts.
Type Sift ATO blocks and auth attempts. We invent no ATO %.
Type ATO blocks and auth attempts.
Type Kount watchlist hits and auth attempts. We invent no hit %.
Type watchlist hits and auth attempts.
Type Forter open reviews and capacity. We invent no depth.
Type open reviews and capacity.
Type Sift overturned ATO blocks and ATO blocks. We invent no ATO-reverse %.
Type overturned ato blocks and ato blocks.
Type Kount challenges that timed out and challenges issued. We invent no clock-out %.
Type challenges that timed out and challenges issued.
Type Forter false-positive chargebacks and blocked orders. We invent no FP-CB %.
Type false-positive chargebacks and blocked orders.
Type Kount rule false positives and rule blocks. We invent no Rule-ghost %.
Type rule false positives and rule blocks.
Type Sift watchlist hits later overturned and watchlist hits. We invent no Sift list-reverse %.
Type watchlist hits later overturned and watchlist hits.
Type Kount velocity blocks and auth attempts. We invent no KT vel-hard %.
Type velocity blocks and auth attempts.
Type Forter overturns and reviews. We invent no FT queue-flip %.
Type overturns and reviews.
Alert and prevention products
These are products you enroll per merchant account, not a brand checkbox.
| Service | What it is |
|---|---|
| RDR | Mastercard Rapid Dispute Resolution — auto-refund pre-CB |
| Ethoca | Mastercard alerts (often via a reseller) |
| CDRN | Visa Customer Dispute Resolution Network (Verifi) |
| Order Insight | Visa pre-dispute / inquiry — descriptor, delivery, what the cardholder sees |
| 3DS | Liability shift vs conversion tax; not an alert network |
| Verifi | Visa stack (CDRN + OI); often bundled |
Tick what is true for the vendor in front of you. Gaps are why you do not sign yet.
Holes: Cost named per case, Overlap mapped, Attaches per MID, Clock in writing, Ratio treatment in writing, Turn-off test planned.
On Chargebacks: Program mix, refund-to-deflect, which source or affiliate ate the chargebacks, descriptor, reseller overlap — not a generic disputes dashboard.