Options for indicating Alert outcomes

When an issuer alert comes in, the merchant is expected to indicate what actions, if any, they made in response. Depending on the source of the alert and the nature of the dispute, different actions will be relevant.

Verifi Alerts

Screenshot at October 15th 2020 - 12.08.12 pm@1.5x.png

 

Resolve

Transaction Previously Credited for Case Amount, No Balance Remaining - choose this option if a full refund was issued prior to the alert being generated

Case Resolved, Credit & Cancellation Processed - choose this option if you issue a full refund as a result of the alert

Case Resolved, Authorization Cancelled - choose this option if the transaction in question was never settled, and you cancelled the authorization as a result of the alert

Decline

Duplicate Request - choose this option if the alert is a repeat of a previous alert for the same transaction

Matched, Unable to Stop Order Fulfillment - choose this option if you didn't receive the alert in time to prevent delivery or usage, and want to challenge the dispute

Matched, Proceed with Chargeback for Resolution - choose this option if, after reviewing the case, you want to challenge the dispute

Unmatched Case - Unable to locate Original Transaction - choose this option if you were unable to issue a refund because you can't identify the transaction in question

Unmatched Case - General/Other - use this option if, upon receiving a cancellation alert, you are unable to initiate the cancellation.

Merchant Account Closed, Unable to Process Credit - choose this option if you were able to find the transaction, but unable to process the credit

Transaction Previously Received a Chargeback, No Balance Remaining - choose this option if the transaction in question is already in the chargeback stage

Cancel

Cancellation processed - use this option if, upon receiving a cancellation alert, you initiate the cancellation.

Ethoca Alerts

Screenshot at October 15th 2020 - 12.28.28 pm@1.5x.png

Ignore - choose this option if, after reviewing the case, you want to challenge the dispute

Refund

Refund Failed - choose this option if you were able to find the transaction, but unable to process the credit

Refund - Too Late, / Unresolved - choose this option if you issued a refund, but didn't receive the alert in time to prevent delivery or usage, or resolve the matter with the cardholder

Refund - Fulfillment Intercepted - choose this option if you issue a refund and were able to prevent the goods or services from being delivered or used

Refund - Stopped / Resolved - choose this option if you issue a refund and were able to cancel the order before fulfillment began

Void Transaction - choose this option if the transaction in question was never settled, and you cancelled the authorization as a result of the alert

Invalid

Invalid - Transaction Declined - choose this option if you were able to find the transaction, but unable to process the credit
Invalid - Previously Refunded - choose this option if a full refund was issued prior to the alert being generated
Invalid - Duplicate Alert - choose this option if the alert is a repeat of a previous alert for the same transaction
Invalid - Not Found - choose this option if you were unable to issue a refund because you can't identify the transaction in question
Invalid - Already in Chargeback - choose this option if the transaction in question is already in the chargeback stage

In Progress

In Progress - choose this option if you haven't issued a refund yet, and haven't cancelled or intercepted the order but may decide to, upon doing more research.
In Progress (Unsettled) - choose this option for "in progress" cases when the transaction hasn't settled yet.

Expired - choose this option if, by the time you reviewed the transaction in question, you have passed the deadline to issue a refund.