Library · Chargebacks · How to run this
Order Insight is an inquiry, not a refund alert
Two doors. Order Insight answers “what is this charge?” CDRN and Ethoca mean the issuer is already moving toward a chargeback — refund or cancel on the alert clock. Treating an inquiry like a refund alert, or an alert like a payload job, is how you miss both.
Pair: Inquiry vs alert path on Chargebacks.
Inquiry path
The cardholder or issuer asks what the line on the statement is. You return the DBA they saw, the offer, amount, tracking, and a help path. A clear answer can stop the dispute before it becomes an alert. Empty tracking and a legal-entity name they never saw waste the inquiry.
Fill the payload on Order Insight fields. What OI is: Order Insight.
Alert path
The pause is over. CDRN (Visa) or Ethoca (Mastercard) says they are filing. Hours, not a nice explanation. Refund or cancel inside the written window or the bank chargeback can still post — and the alert fee still bills.
Staff hours on alert response clocks. Product pages: CDRN, Ethoca.
Which door you are in
If the case is an inquiry, fix the payload and the descriptor map. If the case is an alert, stop explaining and hit the clock. A Verifi bundle that sells both still has two jobs. Enrollment holes for either seat sit on the prevention stack.
Related: price alert vs fight.
Procedure
- Name the door from the table.
- Inquiry → fill the payload. Alert → hit the written hours.
- Bank CB → fight or write off on days.
- Do not mix the two jobs because one vendor sold both.
Failure modes
- Refunding on every OI inquiry out of habit.
- Explaining the SKU after a CDRN alert already started the hours clock.
- Treating Ethoca as Mastercard Order Insight.
Worked example
None on this page yet. When one lands it will be a real case: what broke, the number, and what changed. Not a composite.
Glossary
- Inquiry
- Order Insight answers what the charge is. It is not a refund-or-die alert.
Work with us — We run this job on your accounts. Services
FAQ
- If Order Insight is complete, do I still need CDRN?
- Yes, if this MID takes Visa. A perfect inquiry can still become an alert when the cardholder already decided to file.
- Should CS refund during an Order Insight inquiry?
- Only if your policy says so. OI is explain-first. Refund-or-die starts when the alert fires.
- Is Ethoca the Mastercard version of Order Insight?
- No. Ethoca is an alert. Order Insight is a Visa inquiry. Mastercard Consumer Clarity is a different inquiry product.