Chargeback Management - CyberSource · Chargeback Management User’s Guide • CyberSource Corporation • June 2009 1 Chapter 1 Introduction to Chargeback Management Chargeback

Chargeback ManagementUser’s Guide

June 2009

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Chargeback Management User’s Guide • CyberSource Corporation • June 2009 ii

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Contents

Documentation Changes............................................................................................................. iv

Chapter 1Introduction to Chargeback Management ................................................................................1Chargebacks .....................................................................................................................................1Retrieval Requests ...........................................................................................................................1

Chapter 2Using Chargeback Management .................................................................................................2Permissions and Roles ....................................................................................................................2Working Chargebacks ....................................................................................................................4

Taking Ownership ...................................................................................................................5Assigning Cases........................................................................................................................6Chargeback Case Details.........................................................................................................8

Accessing Detailed Chargeback Information ...............................................................9Accepting Cases ..............................................................................................................12Representing Cases.........................................................................................................12Taking Ownership ..........................................................................................................13Assigning Cases ..............................................................................................................13

Working Retrieval Requests ........................................................................................................13Taking Ownership .................................................................................................................13Assigning Cases......................................................................................................................15Retrieval Request Case Details.............................................................................................16

Accessing Detailed Retrieval Request Information ...................................................17Fulfilling a Request .........................................................................................................20Adding a Note .................................................................................................................21Adding a Document .......................................................................................................21Taking Ownership ..........................................................................................................21Assigning Cases ..............................................................................................................22

Chapter 3Chargeback Search Queries .......................................................................................................23Predefined Queries........................................................................................................................23Chargeback Custom Query..........................................................................................................23

Chargeback Search Results ...................................................................................................25

Chargeback Management User’s Guide • CyberSource Corporation • June 2009 iii

Documentation Changes

This table lists the changes made to this document:

Released Changes

June 2009 • Added Retrievals Received predefine query. See Working Retrieval Requests on page 13.

May 2009 • Initial release

Chargeback Management User’s Guide • CyberSource Corporation • June 2009 iv

Chapter 1

Introduction to Chargeback Management

Chargeback Management is a tool that allows you to monitor and respond to chargebacks and retrieval requests. From the chargeback case details page, you can view and research specific information on a chargeback to help you respond to the chargeback appropriately. As a Chargeback Analyst, you can also upload supporting documents and notes for viewing by the processor or issuer, thereby significantly reducing the delivery time of documents

ChargebacksA chargeback occurs when a cardholder reports a dispute to the card issuer, such as fraud, or a customer service issue. Issuers can also initiate chargebacks for reasons that describe processing errors, authorization issues, or other rule violations. This can lead to the reversal of the dollar value, in whole or in part, of a transaction by the card issuer to the acquirer, and usually, by the merchant bank to the merchant. This can be costly to the merchant. The more information the merchant can provide on a chargeback will help their acquirer resolve the chargeback without the merchant losing the sale. Many chargebacks have representment rights but some do not. If a chargeback reason does not have representment rights, then the chargeback liability remains with the merchant.

Retrieval RequestsA retrieval request is a request from an issuing bank for more information about a sale that occurred on a cardholder’s account. From the Retrieval Request case details page, the merchant can view and research specific information on a retrieval request to help you respond to the retrieval request appropriately. The Chargeback Analyst can also upload supporting documents and notes for viewing by the processor or issuer.

Chargeback Management User’s Guide • CyberSource Corporation • June 2009 1

Chapter 2

Using Chargeback Management

This chapter explains how to use Chargeback Management.

Permissions and Roles

Working Chargebacks

Working Retrieval Requests

Permissions and RolesThere are two primary roles in chargeback management:

• Chargeback Administrator – This is typically one in a management or supervisory role who is responsible for distributing the chargeback workload. The person in this role assigns chargebacks to the Chargeback Analyst(s).

• Chargeback Analyst – This person in this role is responsible for working the chargeback cases assigned to them.

Only a user with Administrative rights can grant permissions. The following permissions give users access to the Chargeback Management tool:

• Assign Chargebacks: can only assign chargebacks.

• Accept Chargebacks and Submit Chargeback Rebuttals: can accept a chargeback and represent a chargeback.

• View Chargebacks: can only view chargebacks.

• Take Ownership: can take ownership of a chargeback.

Users can be granted access to more than one permission. For example, a user with both the Assign and Accept permissions can assign cases to anyone, including himself.


Chapter 2 Using Chargeback Management Permissions and Roles

Chargeback Management allows you to respond to chargebacks via the CyberSource Business Center. Depending on your user permissions, you can perform the following actions:

• Accept a chargeback

• Represent a chargeback

• Take Ownership of a chargeback

• Assign a chargeback

To access Chargeback Management, follow the steps below:

1 Open a Web browser.

You can use the following browsers with the Business Center:

– Microsoft Internet Explorer 4.0 or greater

– Netscape Navigator 6.2 or greater

2 Enter the production URL for the Business Center: https://ebc.cybersource.com.

The Web browser prompts you for a CyberSource merchant ID, user name, and password.

3 Type your merchant ID, user name and password, and click OK.

4 In the navigation pane, click CB Management.


https://ebc.cybersource.com

Chapter 2 Using Chargeback Management Working Chargebacks

Working ChargebacksThe Chargeback Management default screen is the Chargeback Search page, as shown below.

You will need to run a predefined or custom query to view chargeback data. For information on running search queries, see Chargeback Search Queries.

Whether you ran a custom or predefined query, the search results include either a list of chargebacks matching the criteria, or if your search only returns a single match, the search opens directly to the Chargeback Case Details page.



Taking OwnershipIf you have Take Ownership permissions, you can take ownership of a chargeback. Once you take ownership, you are responsible for working the chargeback.

To take ownership, follow the steps below:

1 From the Chargeback Search Results, select one or more chargebacks by clicking the checkbox next to the case ID.

2 Click the Take Ownership button.



The Chargeback Management Action Results page displays the failed and successful actions.

3 To view the case details of a chargeback, click the link in the CyberSource Case ID column.

Assigning CasesA chargeback administrator assigns cases to a chargeback analyst from the Search Results page or the Chargeback Case details page. Assigned cases are removed from the Chargebacks Received list.

To assign a case to a chargeback analyst, follow the steps below:

1 Run a custom or predefined search.

2 Select the cases to be assigned by clicking the checkbox next to the case ID.

3 Click the Assign button.

The Assign Case window displays.



4 Select the UserID of the chargeback analyst to whom you are assigning the case(s).

5 The Chargeback Management Action Results page displays the failed and successful actions.

6 To view the case details of a chargeback, click the link in the CyberSource Case ID column.



Chargeback Case DetailsThe Chargeback Case details page is the main page used to work a chargeback.

To view the case details of a specific chargeback, click the CyberSource Case ID link in the table on the Search Results page. The Case Details page displays.

From the chargeback case details page, you can view and research specific information on a chargeback to help you respond to the chargeback appropriately. As the Chargeback Analyst, you can also upload supporting documents and notes for viewing by the processor and issuer, thereby significantly reducing the delivery time of documents.



From the case details page, the following actions are available:

• Accepting Cases

• Representing Cases

• Taking Ownership

• Assigning Cases

Accessing Detailed Chargeback InformationBefore making a decision to accept or challenge a chargeback, review the detailed information first. The following information is available:

Case Information. This provides information about the chargeback case, such as the case ID, and case type.

Case Information Offer Line Details

Chargeback Information Notes

Settlement Documents

Authorization Case History

Customer



Chargeback Information. This provides information about the chargeback, such as the amount, currency, and transaction date.

Retrieval Information. The Retrieval Information tab appears if there is a retrieval request attached to the chargeback. This provides information about the retrieval such as amount and currency.

Settlement. This provides information about the Settlement such as the original transaction date and settlement amout.



Authorization. This provides information about the authorization, such as the authorized amount, and the payment method.

Customer. This provides the billing and shipping information about the customer.

Offer Line Details. This provides information about the item purchased, such as quantity, name, and price.

Notes. This shows any notes that have been added to the chargeback case, such as justification for representment or acceptance of the chargeback.

Documents. This shows any supporting documentation that has been sent to the processor or issuer for review.



Case History. This provides any event or action that has occured for the chargeback.

Accepting CasesWhen you accept a chargeback, you are taking responsibility for the chargeback liability. You must attach a note when accepting a chargeback. Accepting chargebacks is an optional action. If no action is taken on a chargeback case, it typically results in merchant acceptance of liability.

To accept a case, follow the steps below:

1 From the Chargeback Case detail page, click the Accept button.

2 You must enter a note justifying the reason to accept the chargeback. Enter a note and click the Accept button.

To view your note, click the Note tab.

Representing CasesWhen you select Represent, a request for representment is submitted to the processor. The processor will review the request and will respond with an approval or denial. The approval or denial of the request is based on the processor's interpretation of the chargeback rules. You must enter a justification for requesting representment. This justification may consist of notes, or other attached documents. For further guidance in determining what justification is sufficient for specific rules, please consult the chargeback guides provided for merchants by the card companies.

To submit a representment request, follow the steps below:

1 From the Chargeback Case details page, click the Represent button.

2 You must enter a note justifying the Represent action. Enter a note and click the Represent button.

3 The request is sent to the processor. The processor will respond with a status indicating approval or denial of the request.


Chapter 2 Using Chargeback Management Working Retrieval Requests

In addition to adding a note to justify representment, you can attach other supporting documentation. Document types accepted include .doc, .txt, .gif, .pdf, .csv, or .xls.

To upload a document:

1 Click the Upload Document button in the Docs tab or on the top of the page.

2 Click the Browse button to locate the file.

3 Enter a name for the document.

4 Enter a description for the document.

5 Click Upload.

Your document is attached to the case.

Taking OwnershipThe chargeback analyst does not have to be assigned a chargeback to work on it, however once the analyst takes ownership, no other user can work on the case without taking ownership or being reassigned the case by an administrator. The owner's user ID displays on the Case Information tab.

To take ownership of a chargeback case, follow the steps on page 5.

Assigning CasesOnly the chargeback administrator can assign a chargeback. Follow the steps on page 6.

Working Retrieval RequestsTo view retrieval requests that have been received in the last 30 days, run the Retrievals Received predefined query. The Retrieval Request Results includes either a list of retrieval request, or if your search only returns a single match, the search opens directly to the Retrieval Request Case details page.

Taking OwnershipIf you have Take Ownership permissions, you can take ownership of a retrieval request. Once you take ownership, you are responsible for working the retrieval request.



To take ownership, follow the steps below:

1 From the Retrievals Received Search Results, select one or more retrieval requests by clicking the checkbox next to the case ID.

2 Click the Take Ownership button.

The Chargeback Management Action Results page displays the failed and successful actions.


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Assigning CasesA chargeback administrator assigns cases to a chargeback analyst from the Search Results page or the Chargeback Case details page.

To assign a case to a chargeback analyst, follow the steps below:

1 Run the Retrievals Received predefined search.

2 Select the cases to be assigned by clicking the checkbox next to the case ID.

3 Click the Assign button.

The Assign Case window displays.

4 Select the UserID of the chargeback analyst to whom you are assigning the case(s).

5 The Chargeback Management Action Results page displays the failed and successful actions.

6 To view the case details of a retrieval request, click the link in the CyberSource Case ID column.



Retrieval Request Case DetailsThe Retrieval Request Case details page is the main page used to work a retrieval request.

To view the case details of a specific retrieval request, click the CyberSource Case ID link in the table on the Search Results page. The Retrieval Request Case Details page displays.

From the retrieval request case details page, you can view and research specific information on a chargeback to help you respond to the request appropriately. As the Chargeback Analyst, you can also upload supporting documents and notes for viewing by the processor and issuer, thereby significantly reducing the delivery time of documents.



From the case details page, the following actions are available:

• Fulfilling a Request

• Adding a Note

• Adding a Document

• Taking Ownership

• Assigning Cases

Accessing Detailed Retrieval Request InformationBefore making a decision to fulfill a retrieval request, review the detailed information first. The following information is available:

Case Information. This provides information about the chargeback case, such as the case ID, and case type.

Case Information Offer Line Details

Retrieval Information Notes

Settlement Documents

Authorization Case History

Customer



Retrieval Information. This provides information about the retrieval such as amount and currency.

Settlement. This provides information about the Settlement such as the original transaction date and settlement amout.



Authorization. This provides information about the authorization, such as the authorized amount, and the payment method.

Customer. This provides the billing and shipping information about the customer.

Offer Line Details. This provides information about the item purchased, such as quantity, name, and price.

Notes. This shows any notes that have been added to the case, such as justification for representment or acceptance of the chargeback.

Documents. This shows any supporting documentation that has been sent to the processor or issuer for review.



Case History. This provides any event or action that has occured for the chargeback.

Fulfilling a RequestIf you are a retail (card present) merchant, to fulfill the retrieval request you must submit cardholder signature and legible copy of the sales receipt. If you are a mail/phone order and e-commerce merchant, you are not required to provide a cardholder signature, but you must supply a substitute draft (sales receipt copy) or order form.

To fulfill a retrieval request, follow the steps below.

1 From the Retrieval Request Case details page, click the FulFill button.

The Fulfill window displays.

2 Add a note in the text box and click Fulfill. Any document attached to the case displays. To fax a document, click the Include in Fax checkbox. The Authorization and Settlement information is automatically faxed to the processor.



Adding a NoteTo add a note to the retrieval request case details, follow the steps below.

1 From the Retrieval Request Case details page, click the Add Note button.

The Add Note window displays.

2 Insert your note in the text window and click Submit. You must select Fulfill to have your note submitted to the processor for consideration.

Adding a DocumentTo fulfill a retrieval request, you must submit supporting documentation to a retrieval request. Document types accepted include .doc, .txt, .gif, .pdf, .csv, or .xls.

To upload a document:

1 Click the Add Doc button in the Documents tab or on the top of the page.

2 Click the Browse button to locate the file.

3 Enter a name for the document.

4 Enter a description for the document.

5 Click Upload.

Your document is attached to the case. You must select Fulfill to have your note submitted to the processor for consideration.

Taking OwnershipThe chargeback analyst does not have to be assigned a retrieval request to work on it, however once the analyst takes ownership, no other user can work on the case without



taking ownership or being reassigned the case by an administrator. The owner's user ID displays on the Case Information tab.

To take ownership of a retrieval request, follow the steps on page 13.

Assigning CasesOnly the chargeback administrator can assign a retrieval request. Follow the steps on page 15.


Chapter 3

Chargeback Search Queries

The Chargeback Search is used to perform a search on a particular chargeback transaction by date or amount or for a group of like transactions, such as all transactions within a specific date range or all transactions with the same payment method. There are two types of search options: Customized Search and Predefined Search.

Predefined QueriesThe following predefined queries are available from the left navigation:

• Chargebacks Received – Returns all chargebacks that have been received in the last 90 days. This does not include chargebacks that have a status of Accepted or Represent Requested.

• My Chargebacks – Returns all chargebacks that have been assigned to you or you have taken ownership of in the last 90 days. My Chargebacks does not include chargebacks with a status of Accepted.

• Chargebacks Submitted – Returns all chargebacks you have submitted for representment in the last 90 days.

• Retrievals Received – Returns all retrieval requests that have been received in the last 30 days. This does not include retrievals that have a status of Fulfilled.

The Results page includes either a list of chargebacks or retrievals matching the criteria, or if your search only returns a single match, the search opens directly to the Chargeback Case Details page or the Retrieval Request Case Details page.

Chargeback Custom QueryWhen you run a customized query, you can select additional criteria to further define the query and narrow down the results.


Chapter 3 Chargeback Search Queries Chargeback Custom Query

To run a customized query, follow the steps below:

1 From the Chargeback Search page, select a Hierarchy.

2 Select a Search Range and Scope.

Date scope: Received Date, Case Status Change Date, Due Date

Date Range: Select a a date range option from the drop-down menu. To search for a specific date range, select Custom range from the drop-down menu. This displays the Start and End date fields.

3 Select an option to search by from the drop-down menu.

You can search for chargeback by the following options:

- All Chargbacks

- Original Request ID

- CyberSource Exception ID

- Processor Case Number

- CyberSouce MID

- Merchant Reference Number

- Acquirer's Reference Number

- Payment Method

- Chargeback Amount (Presentation)

- Currency (Presentation)

- Case Status

- Reason Code

- Account Suffix

4 Select from 10 to 100 chargebacks to display.

5 Click Search.

The Chargeback Results includes either a list of chargebacks matching the criteria, or if your search only returns a single match, the search opens directly to the Chargeback Case Details page.



Chargeback Search ResultsThe Chargeback Search Results page is shown below.

Depending on your permissions, from the Chargeback Search Results page you can Take Ownership, Assign, or View the case details of a chargeback.

Click the CyberSource CaseID link to open the case details page.

The column headings that appear on the search results page are described below.

Table 1 Chargeback Search Results

Column Name Description

CyberSource Case ID CyberSource ID assigned to the chargeback case.

Merchant ID CyberSource Merchant ID.

Case Status Description Description of the Status.

Case Status Last Updated Date case was last updated.

Response Date Date by which item must be submitted to the chargeback processor to allow sufficient time for representment.

Initiated Date The date that the chargeback was originated by the issuing bank.



To export results in CSV or XML format, click the link next to the associated icon.

Chargeback Amount Amount of the chargeback.

Chargeback Amount Currency Chargeback currency code.

Chargeback Reason Code Associated chargeback reason code.

Reason Code Description Text description of the reason code.

Owner Name of the person assigned the chargeback, or who took ownership of the chargeback.

Table 1 Chargeback Search Results

Column Name Description
