Search, review and export chargeback records

Search and review chargeback records, view dispute details and export chargeback data from the Gateway Console.

Introduction

A chargeback is a dispute initiated when a customer challenges an item on their card bill with their issuing bank. Unlike merchant-initiated payment actions, you can’t create or control a chargeback. When the issuing bank raises a chargeback, the disputed amount is credited to the customer’s card and deducted from your merchant account.

Use the Chargebacks page in the Gateway Console to review chargeback records, search and filter disputes by selected criteria, and export chargeback data in CSV or Excel format. You can use this information to identify the original transaction, understand the dispute reason, and review key details.

For API-based chargeback retrieval, use the Chargebacks API. The API lets you retrieve chargeback data by ARN or original transaction ID, fetch all dispute events for a transaction, search chargebacks by date range, and receive chargeback notifications by webhook or email.

Note: For fraud-related chargebacks, the customer’s card and email address are automatically added to the blacklist, preventing future transactions that use those details. For more information, contact the Risk team at risk@emerchantpay.com.

Chargeback records

Chargeback records are linked to the original payment transaction by identifiers such as the ARN and transaction ID. When available, use the ARN to match the chargeback to the original transaction and to track related dispute activity.

Chargeback records can represent different stages of the dispute lifecycle. The available item types can vary depending on the acquirer, card scheme and imported chargeback data. The most common ones are:

ITEM TYPE	DESCRIPTION
1st chargeback	The first stage of the dispute procedure raised by the issuer.
Representment	A successful challenge to a chargeback by the merchant or acquirer, resulting in the disputed amount being provisionally credited back to the merchant account.
Reversal	A withdrawal or reversal of a chargeback or representment.
Transfer	An internal scheme or accounting movement related to chargeback processing.
Rapid Dispute Resolution (RDR)	A pre-dispute resolution through which an eligible case is automatically accepted and the amount is credited to the cardholder before a formal chargeback is initiated.
RDR reversal	A reversal of a previously processed Rapid Dispute Resolution, undoing its financial effect.

Note: RDR is a pre-dispute process. A case resolved through RDR is resolved before a formal chargeback is initiated and should not be considered a chargeback.

Search and export chargebacks

To search for chargebacks:

Open the Gateway Console.
Select Risk Management > Chargebacks in the navigation menu.
Use the Search panel to filter the chargebacks list using the available search options described in the Search options table following after these steps.
After entering the search criteria, click the Search button.
1. To clear the selected filters and restore the default search state, you can select Reset.
The results table shows the chargebacks that match the selected search options. You can click the link in the Payment Transaction column to view details about the original transaction.
Optionally, you can:
1. Click the Customizable Columns button to the right to show or hide columns in the table.
2. Click the Export Files button to export the chargeback results.

Search options

The available search options are:

FILTER	DESCRIPTION
ARN	Search by the Acquirer Reference Number associated with the chargeback.
Merchants	Filter chargebacks by merchant account.
Item type	Filter by the chargeback item type, such as 1st chargeback.
Created at	Search by the date and time when the chargeback record was created in the system.
Original transaction date	Search by the date and time of the original payment transaction.
Post date	Search by the chargeback post date.
Reseller subtype	Filter by reseller subtype.
Reason Code	Search by the chargeback reason code, such as MD01 or AC04.
Acquirer	Filter by the acquirer that processed or reported the chargeback.
Card No. (last 4 digits)	Search by the last four digits of the card number.
Card Bin (first 6 or 8 digits)	Search by the card BIN.
Email	Search by the customer email address.
Card Brand	Filter by card brand.
MID	Filter by MID.
Transaction ID	Search by the transaction identifier associated with the chargeback.

View chargeback details

To view a chargeback’s complete details:

Search on the Risk Management > Chargebacks page.
Select Actions > View details to the left of a chargeback record.
The Chargeback Details page opens and displays a summary of the selected chargeback, followed by the full Details panel.

The Details panel may include the following fields:

COLUMN	DESCRIPTION
Merchant ID	Internal merchant identifier.
Merchant	Merchant account associated with the chargeback.
Post date	Chargeback post date.
Item type	Chargeback item type, for example 1st chargeback.
Acquirer	Acquirer associated with the chargeback.
Card number	Masked card number.
ARN	Acquirer Reference Number.
Reason code	Chargeback reason code.
Reason description	Description of the chargeback reason.
Currency	Chargeback currency.
Amount	Chargeback amount.
CNN	CNN value, where available.
Original post date	Original transaction post date.
Original transaction date	Date of the original transaction.
Original type	Original transaction type.
Original transaction currency	Currency of the original transaction.
Original transaction amount	Amount of the original transaction.
Merchant settlement currency	Merchant settlement currency.
Merchant settlement amount	Merchant settlement amount.
Network settlement currency	Network settlement currency.
Network settlement amount	Network settlement amount.
Original slip number	Original slip number, where available.
Item slip number	Item slip number, where available.
Auth code	Authorisation code.
Batch number	Batch number.
Merchant DBA name	Merchant “doing business as” name.
Merchant transaction reference	Merchant transaction reference.
Capture method	Capture method used for the original transaction.
Member message text	Member message text.
Document indicator	Document indicator.
Retrieval request ID	Related retrieval request identifier.
Chargeback reference ID	Chargeback reference identifier.
Due date	Due date associated with the chargeback.
Central processing date	Central processing date.
Work by date	Date by which the chargeback must be actioned.
Chargeback amount	Chargeback amount.
Chargeback currency	Chargeback currency.
Partial amount	Partial chargeback amount, where applicable.
Chargeback account amount	Chargeback account amount.
Chargeback account currency	Chargeback account currency.
e-Wallet type	e-Wallet type, where applicable.
VME add auth method	Visa Mobile Enablement additional authentication method.
VME add auth reason code	Visa Mobile Enablement additional authentication reason code.
PPOL program data	PPOL programme data.
Merchant transaction id	Merchant transaction ID associated with the original transaction.
Case ID	Case identifier.
Item Type Code	Item type code.
Original chargeback Slip	Original chargeback slip.
Client Number	Client number.
Merchant Funding Currency	Merchant funding currency.
Merchant Funding Amount	Merchant funding amount.
Authorization Record Sequence	Authorisation record sequence.
Previous transfer to merchant	Previous transfer to merchant value.
Unique Transaction Identifier	Unique transaction identifier.
Created at	Date and time when the chargeback record was created.
Payment transaction	Related payment transaction.
Refund Transaction Unique IDs	Unique IDs of related refund transactions.
Dispute condition code	Dispute condition code.
Customer Email	Customer email address.
Customer Name	Customer name.

In addition to the Chargebacks page, chargeback-related events can also be visible as transaction notes.

Transaction notes provide an event-level history view of activity linked to a payment transaction. They can show related chargeback events, chargeback reversals, second chargebacks, fraud reports, retrieval requests and comments.

To review related notes:

Search for chargebacks.
Click the link in the Payment Transaction column of the chargeback record to view the original transaction on the Payment Transactions page.
On the transaction details page, click the Transaction Notes section to view the notes.

The following table provides selected examples of chargeback and dispute-related note categories that may be available. The categories shown depend on the dispute activity associated with the transaction and are not an exhaustive list.

CATEGORY	DESCRIPTION
Chargeback report	Created when chargeback information is received. This is used when funds are returned to the consumer.
Chargeback reversal report	Created when chargeback reversal information is received. This is used when the chargeback is disputed or reversed.
Second chargeback report	Created when second chargeback information is received. This is used when funds are returned to the consumer after a chargeback reversal.
Fraud report	Created when TC40 or SAFE fraud-report data is received.

Best practices

As a best practice, set up email notifications for chargebacks. Chargeback email notifications are sent to one or more email addresses you specify in the Gateway Console under Configuration > Merchants > click the merchant Name > Email Configurations. This section allows you to configure the designated recipient for fraud and chargeback notifications by adding an email configuration with the Type set to Fraud Mailer.

When reviewing chargebacks, use a combination of filters to narrow the results and identify the correct record. For example:

Use ARN when investigating a specific original payment and you have the acquirer reference number. Alternatively, you can also use the Transaction ID.
Use Original transaction date to find chargebacks linked to payments processed on a known date.
Use Post date or Created at to review chargebacks received or imported within a specific period.
Use Reason Code to group chargebacks by dispute reason.
Use Card No. (last 4 digits), Card BIN, Email or Customer Name when investigating a customer-related dispute.

When reviewing a specific chargeback, you can check both the chargeback record and the related payment transaction. The chargeback record shows the dispute details, such as item type, amount, currency, reason code, ARN and relevant dates. The related payment transaction can provide additional context, such as the original transaction type, customer details, and related notes.

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