Skip to main content
knowledgecenter.avangate.com

Chargeback report

Overview

Chargebacks are shopper requests for funds reversal made directly to the bank/PayPal, possible only if the payment was made using a credit/debit card or PayPal. As a rule of thumb, buyers contact their credit card bank/issuer or PayPal directly to initiate a chargeback.

This report focuses on the evolution of chargeback disputes opened within a specific period of time and it shows data for finished eStore orders paid with credit/debit cards or PayPal.

Running the report

  1. Go to Reports center -> Main reports.
  2. Click Chargebacks report in the Financial Reports area.

Use case 1

List only chargebacks opened in August 2013 for orders placed in July 2013.

Order date - July 1, 2013 to July 31, 2013

Chargeback date - August 1, 2013 to August 31, 2013

Use case 2

List only chargebacks opened for orders placed in July 2013.

Order date - July 1, 2013 to July 31, 2013

Chargeback date - July 1, 2013 to July 31, 2013

Use case 3

List only chargebacks opened for orders placed in the second half of 2012.

Order date - July 1, 2012 to December 31, 2013

Chargeback date - July 1, 2012 to December 31, 2013

Use case 4

List only chargebacks opened in the first six months of 2013 for orders placed in the second half of 2012.

Order date - July 1, 2012 to December 31, 2012

Chargeback date - January 1, 2013 to June 30, 2013

 

Note: In all scenarios, you can use the filters to narrow down the information included in the report.

Filters

  • Aggregate reporting data for multiple accounts.  In case you have multiple merchant accounts linked in our system, you can generate the report for all your accounts, saving the time of running the report for each of them. In case you aggregate the chargeback report, the chargeback rate will not be displayed, as the chargeback rate is computed for each of your accounts individually.
  • Chargeback date: The date when the chargeback dispute was opened in the Avangate system. This filter enables you to list all chargebacks opened in a specific interval of time for the orders placed in period of time defined through the start and end dates.
  • Order date: The date when the order was placed. This filter enables you to list chargebacks only for orders in a specific interval of time, within the order start and end dates.
  • Chargeback reasons
    • Order not fulfilled/not delivered. Customers claim that they did now receive the product they purchased or that they cannot access the service acquired.
    • Product(s) not as described/unfunctional. Customers claim that the product/subscription/service purchased does not work or functions differently than you advertised it would.
    • Duplicate order. Customers claim that they were charged twice when purchasing the same product.
    • Fraud/Order not recognized. Customers claim that they don't recognize the charge.
    • Agreed refund not processed. Customers have opened a chargeback dispute because the refund they agreed on with you failed to process.
    • New/renewal order not recognized. Customers have opened a chargeback dispute because the refund they agreed on with you failed to process.
    • Authorization problem. Customers claim that the payment authorization failed and are surprised to see that the charge went through.
    • Information request. The customer's bank requested details about a charge. This is a temporary status, which can be closed once customers recognize the charge, or result in a chargeback for one of the reasons listed above.
    • Unknown. The reason for the chargeback dispute wasn't shared with Avangate.​
  • Chargeback status. The status of chargebacks at the moment when the report is generated.​
    • Open = a chargeback was opened by a customer and the dispute continues to be unresolved.
    • Won = the dispute was won by you and no money were paid back to the customer.
    • Lost = the dispute was lost and the entire value of the order was reimbursed to the customer.
    • Accepted = the chargeback was accepted by you, and the entire value of the order was reimbursed to the customer.​
  • Products. Filter all products for your account. It's designed to let you filter chargebacks only for orders containing certain products.
  • Order type
    • New. new purchases, trial conversions and upgrades;
    • Auto paid renewal. subscription renewals for which customers were charged automatically using payment on file information.
    • Manually paid renewal. subscription renewals which customers ordered manually.​
  • Order payment methods
  • Payment currencies. Transactional currencies active for your account.
  • Potential disputes. Orders from customers who disputed a chargeback with their bank, but for which a formal chargeback process wasn't started with Avangate yet. Avangate does not take potential disputes into account when calculating the chargeback rates.

Currencies used to report chargebacks

  1. Chargeback data for orders paid using one of the transactional currencies active for your account will be listed using the same currency.
  2. Chargeback data for orders paid using a non-transactional currency will be converted to the default settlement currency associated to your account.

Exchange rate used

  1. Current month: All amounts are automatically converted to and reported in the default settlement currency for your account, using the Avangate exchange rates valid on day the orders were placed.
  2. Previous months: The monthly average currency exchange rate.

Exporting chargeback reports

Click Export to download the report in CSV (comma separated values), .XML (Extensible Markup Language) or .XLS (Excel spreadsheet) format. The exported file uses the default Avangate Chargeback Orders Template.

Data included in the Avangate Chargeback Orders Template:

  • Reference no
  • Order date
  • Product ID
  • General Total
  • Total VAT
  • Currency
  • Client
  • Chargeback Request Date
  • Chargeback Close Date
  • Chargeback Status
  • Chargeback Reason
  • Chargeback Reason Code
  • Affiliate ID
  • Affiliate
  • Timezone
  • Net profit
  • Affiliate commission
  • Renewal Status
  • Subscription
  • Country

 

 

Field name Description Field type Field length

Chargeback Status

The status of the chargeback dispute from the moment the report is generated.

Possible values:

OPEN = a chargeback was opened by a customer and the dispute continues to be unresolved.

WON = the dispute was won by you and no money were paid back to the customer.

LOST = the dispute was lost and the entire value of the order was reimbursed to the customer.

NONE = if a chargeback wasn't requested.

string

VARCHAR(20)

Chargeback Reason

The reason why the chargeback was initiated. Possible values:

1. Order not fulfilled/not delivered: Customers claim that they did now receive the product they purchased or that they cannot access the service acquired.

2. Product(s) not as described/unfunctional:Customers claim that the product/subscription/service purchased does not work or functions differently than you advertised it would.

3. Duplicate order: Customers claim that they were charged twice when purchasing the same product.

4. Fraud/Order not recognized:Customers claim that they don't recognize the charge.

5. Agreed refund not processed:Customers have opened a chargeback dispute because the refund they agreed on with you failed to process.

6. New/renewal order not recognized: Customers have opened a chargeback dispute because the refund they agreed on with you failed to process.

7. Authorization problem:Customers claim that the payment authorization failed and are surprised to see that the charge went through.

8. Information request: The customer's bank requested details about a charge. This is a temporary status, which can be closed once customers recognize the charge, or result in a chargeback for one of the reasons listed above.

string

VARCHAR(80)

Chargeback Reason Code

An identifier for the chargeback dispute reason from the Avangate system. Possible values:

MERCHANDISE_NOT_RECEIVED - Order not fulfilled/not delivered

NOT_AS_DESCRIBED - Product(s) not as described/unfunctional

DUPLICATE_TRANSACTION - Duplicate order

FRAUD / NOT_RECOGNIZED - Fraud/Order not recognized

CREDIT_NOT_PROCESSED - Agreed refund not processed

NOT_RECOGNIZED - New/renewal order not recognized

AUTHORIZATION_PROBLEM - Authorization problem

INFO_REQUEST - Information request

UNKNOWN - Unknown

String

VARCHAR(25)

Chargeback Request Date

The date when the chargeback dispute was initiated. Datetime stamp is time zone sensitive.

datetime (yyyy-mm-dd hh:ii:ss)

DATETIME

Chargeback Close Date

The date when the chargeback dispute was closed. Datetime stamp is time zone sensitive.

datetime (yyyy-mm-dd hh:ii:ss

DATETIME