This article will walk you through knowing how to determine the status of a chargeback for a user.
Refunds/Returns Report
Navigate to Reports > Sales > Refunds and Returns > Select your date range > in the drop down select All Returns > Run Report. The current status will be listed in the Detail column.
- Returns - Open: The chargeback is currently pending analyst assessment. Evaluation for bank review will occur between 10-30 days after the chargeback has been received, depending on the card brand.
- Returns - Refunded Match: A refund was issued on one or more invoices tied to the chargeback. An analyst will review the payment to determine if the refund was successful.
• If the refund declined due to the incoming chargeback - the case will be accepted in lieu of the refund. The funds will be returned to the customer as intended.
• If it was inadvertently issued as a credit balance - the case will be accepted in lieu of the refund. The funds will be returned to the customer as intended.
• If the refund successfully posted to the customer’s bank account after the chargeback occurred - the acquiring bank will reverse the disputed funds. - Returns - Case Won: The customer’s issuing bank has ruled in favor of the Merchant. The disputed funds, minus any returned payment fees assessed, have been redeposited
- Returns - Represented: The chargeback case has been sent for issuing bank review. Most cases are resolved within 30-90 days, but can take longer depending on issuer volume. During this period, ClubReady is not provided with additional case updates. We are required to wait until a win/loss notification is received from the acquiring bank.
- Returns - Closed: The chargeback was either ineligible for representment, voluntarily forfeited by the Merchant, or lost by means of the issuing bank ruling in favor of the customer.
User Notes
The chargeback team will add a note under the Member’s Notes when there has been an update.
- Chargeback Code: "no signed cancellation and no services used after transaction in dispute. Chargeback case closed".
- The card company requires documented proof that the member either used the services paid for by the payment in dispute, or that they cancelled on a date different than what is claimed. If the member didn't use the studio, and there is no documentation for communication between both, no signed forms , we cannot disprove the claim of cancellation to the credit card company, so the client wins the dispute.