Chargeback Reasons

This section explains how to use the Reasons page of the Chargeback dashbaord. It lists all available reasons in a tabular format. Reason codes help standardize your chargeback responses and maintain consistency in case management.

Access Chargeback Reasons

1. Select the Reasons menu.

   The Reasons page will display all configured chargeback reason codes

2. Use the Preview Reason Hierarchy option to view the hierarchical structure.

3. Click on Preview Reason Hierarchy to see how reasons are organized.

4. Use the following fields to filter the reasons:

   • Label: Shows the category type (for example., "Label", "Type")
   • Type: Displays the hierarchical structure of reason organization

5. Enter keywords in the Search field to find specific reasons

   The search function filters through reason labels and descriptions

View Reason Details

Each reason entry displays the following information:

• ID: Unique identifier for the reason
• Label: Descriptive name of the reason
• Type: Category classification (accept, reject, partially accept)
• Created by: User who created the reason
• Created at: Date and time of creation
• Updated at: Last modification timestamp
• Action: Available actions for the reason

Understanding Reason Types

The system categorizes reasons into three main types:

Accept

• Used for cases where the chargeback claim is fully accepted
• Example: "Others" - for straightforward acceptance cases

Reject

• Applied when the chargeback claim is denied
• Examples:
  • "Generic reject reason"
  • "Transaction refunded through PayU Panel"
  • "Services"

Partially Accept

• Used for cases requiring partial resolution
• Examples:
  • "Full refund not due as per our T&C"
  • "Customer cancelled the order"
  • "Product was returned by the customer"
  • "Product lost in transit"
  • "Transaction partially refunded"