2. Searching for Chargeback Cases

• Use the date filters ("From" and "To") to narrow down chargebacks within a specific timeframe.

• Click "Search" to view results or "Clear" to reset the filters.

3. Understanding the Chargeback Details

Each row represents a chargeback case, with important details:

• Transaction Date – The original date when the transaction was processed.

• File Date – The date the chargeback was officially filed.

• Case Number – A unique identifier for the chargeback case.

• Merchant Amount – The amount being disputed.

• Case Type – Indicates the stage of the dispute (e.g., Collaboration, Pre-Arbitration).

• Resolution To – Who the chargeback was resolved in favor of (Merchant or Cardholder).

• Debit/Credit – Shows if the chargeback resulted in a debit (loss of funds) or credit (funds recovered).

• Transaction Code – The type of transaction that led to the dispute.

• Reason Code & Description – Indicates the reason for the chargeback.

• Card Brand – Identifies whether the chargeback is from Visa, Mastercard, etc.

• Resolved Date – The date the chargeback case was closed.

• Acquirer Reference Number – A tracking number provided by the acquiring bank.

• MCC (Merchant Category Code) – The business category assigned to the merchant.

• Auth Code – The authorization code from the original transaction.

4. Exporting the Report

• Click "Export to Excel" (top-right) to download the report for further analysis or record-keeping.
  

Utilizing Chargeback Portal (New!)

Alternative way to review and dispute your pending and closed chargebacks is Netevia Chargeback Portal.

Upon logging in to the portal you will be able to see the dashboard with trends overview. To search and review a particular case, navigate to Seach Cases and click on the case # in the left column.

Pre-Chargeback Actions (Before it becomes a dispute)
When a case is in the Pre-Chargeback Received stage, you have the opportunity to resolve the issue before it escalates to a formal chargeback.
Important Timeframes and Network Rules:
• Mastercard Pre-Chargebacks (Collaboration): You have a strict 48-hour window to respond.
• Visa & RDR Pre-Chargebacks: These cases are auto-resolved per RDR agreements and Visa card brand rules. They cannot be responded to or fought manually within the platform.

Button	Function
Refund	Processes a full or partial refund to the cardholder, resolving the dispute and preventing a formal chargeback.
Intent to refund	Let the bank know you’re processing a refund directly through the gateway (the dispute will not initiate if the refund is processed within 30 days)
Reject	Decline to refund and prepare to fight the chargeback if it’s filed
Mark refunded	Confirm you already refunded the customer outside the portal

Chargeback Actions (Dispute is officially filed)
When a formal dispute has been filed and the case is in the Chargeback Received stage, you must decide whether to fight or accept the dispute.

Button	Function
Create dispute response	Fight the chargeback by submitting: A rebuttal letter Supporting evidence Required transaction details (questionnaire)
Accept responsibility	Accept the loss and close the case

Pre-Arbitration Actions
If a chargeback response is rejected by the issuer, the case may escalate to the Pre-Arbitration stage.

Button	Function
Create response	Submit stronger or additional evidence to continue fighting
Accept responsibility	Accept the loss and avoid extra fees from arbitration

Need Help?

If you have trouble logging in or using the portal, contact support:

Email: merchantsupport@b2bsoft.com

Phone: 212-742-2353