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What this is

This is the Chargeback Alerts page under Disputes in the Payments module of the merchant dashboard (left nav Payments → Disputes, top tab Chargeback Alerts; page subtitle “Monitor and respond to chargeback alerts”). A chargeback alert is a notification you receive before a card transaction is formally charged back — the cardholder side has raised a dispute or fraud flag on a payment. Here you view every chargeback alert on your account and either respond (e.g. state the transaction was already refunded, or that there’s no matching transaction) or appeal (submit evidence); handling an alert promptly can prevent it from escalating into a formal chargeback. Use this page whenever you need to view, handle, or appeal a chargeback alert on a card transaction. The same tab group also has a Chargeback Orders tab, marked “coming soon” and not yet available.

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Steps

Open the chargeback alerts list:
  1. Click Disputes in the left nav.
  2. Select the Chargeback Alerts tab at the top (the same group also has Chargeback Orders, marked “coming soon”).
  3. The list shows alerts from the last 3 months by default; use the toolbar filters to narrow it down.
Filter and search:
  1. Date filter: pick a time range, defaulting to the last 3 months, or choose all time.
  2. Status filter: check one or more statuses (Pending / Processed / Expired) — multi-select supported.
  3. Alert type filter: check Customer Dispute / Confirmed Fraud — multi-select supported.
  4. Amount filter: filter by an amount range.
  5. Search: search by case ID or merchant order ID.
  6. Active filters appear as tags under Filtered by; click the x on a tag to remove it, or click Clear all to reset everything.
View a single alert’s detail:
  1. Click a row to expand it inline and see additional fields — Payment ID, ARN, card number, transaction date, and more.
  2. Or open the row’s … menu → View details to slide out the Chargeback Alerts detail panel on the right, containing the alert overview, alert information, payment details, and appeal history.
Respond to an alert (via the … menu or the detail panel’s Response button, requires handling permission and that the alert needs a response):
  1. In the Response panel, choose a response reason from the dropdown (options vary by alert type).
  2. Fill in Comments as needed (required for some reasons; comments accept English characters only, up to 100 characters).
  3. Click Confirm to submit.
Appeal an alert (via the … menu or the detail panel’s Appeal button, requires handling permission and that the alert is appealable):
  1. In the Appeal panel, choose an Appeal type (Normal / Special).
  2. Click Manage documents to open the upload dialog and attach at least one piece of evidence (PDF, JPEG, or PNG, up to 10 MB each, maximum 5 files).
  3. Click Confirm to submit.
Export: click Export in the toolbar to open the Export Report dialog and generate a report; or check rows using the checkboxes on the left of the list and click Export selected to export the checked alerts as a spreadsheet file (up to 100 at a time).

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Fields and statuses

List columns: Additional fields shown when a row is expanded: Payment ID, ARN, card number (and card scheme), transaction date, response status, appeal status, Shield ID, auth code. Alert status (list and filter):
The detail panel shows a slightly different wording for the same three states: Processing (instead of Pending), Processed, and Expired unprocessed (instead of Expired). Both refer to the same underlying status — rely on whichever label the screen you’re looking at actually shows.
Alert type: Top summary bar (shown in English labels on the interface): Detail panel sections: Alert Overview (amount, status, case ID, Shield ID, alert type, alert date, time out), Alert Information (ARN, auth code, card bill, notice bill, response status, appeal status, response time, appeal time, response comment), Payment Details (Payment ID, payment method, merchant order ID, order amount, order status, transaction date), Appeal History (each appeal’s time, reason, and downloadable evidence file). “Response” reasons (vary by alert type, common options):

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Edge cases and troubleshooting

  • List shows “No alerts yet”: there are no chargeback alerts on the account yet; the hint reads “Alerts will appear here once activity begins.”
  • Filtered list shows “No alerts match your filters”: nothing matches the current filters, with the hint “Try adjusting your filter criteria.” — click Clear filters and try again.
  • You don’t see “Response” or “Appeal”: this alert’s current status doesn’t need that action, or your account lacks handling (write) permission for chargeback alerts — both are only shown when action is needed and you have permission.
  • The “Time out” column shows a red time: this is the deadline for responding or appealing this alert — act before it, since overdue alerts become “Expired” and can no longer be handled.
  • Submitting an appeal fails: you need both an appeal type selected and at least one file attached — the form will prompt you to complete both.
  • Submitting a “Response” is blocked: choose a response reason first; some fraud-related reasons also require comments — fill them in per the prompt, then submit.
  • Appeal document upload limits: only PDF, JPEG, and PNG are supported, up to 10 MB each, maximum 5 files.
  • Comments only accept English: the response comments field accepts English characters and common symbols only, up to 100 characters.

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Common questions (Q&A)

  • Q: Where do I see chargeback alerts? A: Left nav Disputes → Chargeback Alerts tab at the top — the list is every alert on your account.
  • Q: What is a chargeback alert, and how is it different from a formal chargeback? A: A chargeback alert is a notice you receive before a transaction is formally charged back — the cardholder side has raised a dispute or fraud flag. Responding to or appealing an alert promptly can prevent it from escalating into a formal chargeback.
  • Q: What statuses can an alert have? A: Pending, Processed, or Expired (the detail panel labels the same states Processing / Processed / Expired unprocessed).
  • Q: What does “Pending” (or “Processing” in the detail panel) mean? A: The alert has been received and hasn’t been responded to or appealed yet — you need to handle it before the Time out deadline.
  • Q: What does “Expired” mean? A: The handling deadline passed without action; the alert is void and can no longer be handled.
  • Q: What’s the difference between “Customer Dispute” and “Confirmed Fraud” alert types? A: Customer Dispute means the cardholder raised a dispute on that transaction; Confirmed Fraud means the transaction was flagged as confirmed fraud.
  • Q: I received a chargeback alert — what do I do? A: From the alert’s … menu or detail panel, choose Response (explain the situation, e.g. already refunded / no matching transaction) or Appeal (upload evidence); you need handling permission.
  • Q: What’s the difference between “Response” and “Appeal”? A: Response is choosing a reason to reply to the alert (e.g. already refunded, no matching transaction); Appeal is choosing an appeal type and uploading evidence. Which one is available depends on the alert’s status and type.
  • Q: How do I appeal an alert / upload evidence? A: Click Appeal → choose an appeal type (Normal/Special) → Manage documents to upload PDF/JPEG/PNG (up to 5 files, max 10 MB each) → Confirm.
  • Q: Why don’t I see the “Response / Appeal” buttons? A: This alert doesn’t currently need that action, or your account lacks handling (write) permission.
  • Q: What does the “Time out” column mean? A: It’s this alert’s handling deadline — you must respond or appeal before it, or the alert becomes “Expired”.
  • Q: How do I export chargeback alerts? A: Click Export in the toolbar to generate a report; or check the rows you want and click Export selected to export a spreadsheet (up to 100 at a time).
  • Q: What can I search alerts by? A: By case ID or merchant order ID; you can also filter by status, alert type, amount, and date.
  • Q: Where does this specific alert stand right now / what’s the outcome? A: That’s the real-time progress of an individual alert — rely on the status, response status, appeal status, and appeal history in its detail panel; this material doesn’t provide conclusions for specific cases.