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The first step to configuring your account for chargeback processing is to configure one or more of your users with the "Manage Chargebacks" user permission, as this is an area that you will most likely only wish to have certain users access and manage. (See Users for more details on managing users and user permissions)
| Panel |
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Configuration → Users → Add/Edit user → "Permissions" section → "Manage Chargebacks" (checkbox field) |
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| Field | Description | Example | |
|---|---|---|---|
| Description | This is an informational description. Typically you will want to enter the name of the gateway and the merchant bank | BofA Authorize.Net | |
| Account Number | The merchant account number. The chargeback response PDF will contain the merchant account number so the bank knows which account to associate it with. This number can be found on your merchant account statements. | 123456789 | |
| Transmission Mechanism | The mechanism that you want the response to be transmitted. Typically banks want to receive responses via fax or email. There are two custom methods available for EPX and Network Merchants, but those probably do not apply to your account. | ||
| Fax - Phone Number | Make sure to enter a 10 digit phone number | ||
| Email - BCC | We recommend that you enter your own email in the BCC field when getting started with email responses. This allows you to keep you finger on the pulse of what is going to the bank initially,. | Your email | |
| Filter Reason Codes | This comes into play later if you're importing a spreadsheet of chargebacks from your bank. Chargeback report spreadsheets always contain reason codes for the chargeback. Some reason codes you want to filter during the import. You can configure those here if necessary. Initially leave this field blank. | ||
| No Dispute Reason Codes | Some merchants know they are going to get beat every time for certain reason codes so there is no point in fighting them. If you want to skip the dispute process for a reason code you can enter them here. Initially leave this field blank. |
Addendums
Addendums are additional pages that you want in the response PDF that is sent over to the bank. Typical addendums are:
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As we mentioned earlier, the merchant profile needs to be associated with the transaction gateway. To do this navigate to:
| Panel |
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Configuration (Checkout) → Payments → Transaction Gateways |
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This report will show you all the details for a given time period regarding chargeback processing.