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  • Chargeback?

    Hi, I just noticed that there's an order number with the status "Chargeback" this is the 1st time I've seen this status. What does it exactly mean? 36448-2010041913553206044 This is the order number. Does this mean the cardholder disputing the charge? If that's the case, is there a report where I can see the details, such as the reason for disputing it, etc? Just like the one that I used to get from TYSYS?
    org ID: 00D41000000G4f0

    Last edited by mjokiman; 10-14-2020, 12:37 AM.

  • #2
    This status does mean that the customer has disputed the charge. We receive this update from Propay once it occurs, and Propay has already refunded the transaction in response to the chargeback.

    There is no preconfigured report specifically for chargebacks - they don't happen often. You can add a filter for the status equalling 'chargeback' to one of the existing pre-configured Salesforce C&P transaction reports and save it with another name.

    You will need to contact the patron to inquire about why they disputed the charge. The card-issuing company does not provide a reason for issuing the chargeback.
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    • #3
      Is there a way for us to provide documentation and dispute it? We used to be able to do that.