This guide provides you with the knowledge and tools you need to prevent and manage chargebacks and disputes in Total Control 3. Additionally, click on 'further resources' to learn more about chargebacks and disputes.
Use the navigation list to the right to jump to a specific area of Disputes & Chargebacks or proceed to the section below to get started.
- Total Control 3 Account Navigation Start accessing dispute notification information from Total Control 3.
- Dispute & Chargebacks Glossary Obtain key information to understand all chargeback and dispute information in Total Control 3.
- Dispute notifications Sign up to receive alerts about any new and updated chargebacks and disputes in your account.
- Additional support See our listing of further helpful resources.
Account access & Navigation
Understanding how to access your account effectively is essential for managing your chargebacks. After a secure login, you'll be guided on how to navigate to the chargebacks dashboard where you can oversee and handle any transaction disputes.
To start using the chargebacks dashboard, you first need a Total Control 3 account. You can sign up on our website.
Once logged in, find the 'Chargebacks & Disputes' section in the main navigation menu. This will lead you to the chargebacks dashboard.
In case you've forgotten your password, click on 'Forgot Password' on the login page. You'll receive an email to reset it. Remember to check your spam folder if you can't find the email.
Dispute & chargeback key information
Welcome to the essential guide on disputes and chargebacks. For effective management and response, it's crucial for merchants to grasp the nuances of these aspects. Below, we highlight the key sections:
Dive into the Search & Filters section to learn to navigate and filter disputes and chargebacks by different criteria. In the Chargeback Types section, familiarize yourself with various chargeback and dispute types presented in the Total Control 3 dashboard. Lastly, the Reference Details section offers a deep dive into a vast collection of chargeback terms and codes. For a detailed exploration, use the navigation menu on the right.
| Topic | Navigation Type |
|---|---|
|
Post date
Details the date the dispute or chargeback was raised from the customer to their issuing bank.
|
Asc to Desc Desc to Asc |
|
Domain names
A list of fully qualified domain names for which Apple Pay will process payments for this merchant. Items must be unique. The API is limited to 99 domain names per request.
|
Asc to Desc Desc to Asc |
|
Respond by date
The date the issuer has requested chargeback can be responded to.
|
Asc to Desc Desc to Asc |
|
ARN
Acquirer Reference Number. Used by issuers help trace the status of payments.
|
Asc to Desc Desc to Asc |
|
UUID
The transactional unique ID the chargeback relates to.
|
Asc to Desc Desc to Asc |
|
Reason code
Represents the reason in numerical format as to why the chargeback or dispute was raised.
|
Asc to Desc Desc to Asc |
|
Type
The type of dispute or chargeback raised. This field's status is updated daily to reflect the current status of the dispute or chargeback, updated by the issuing bank.
|
Asc to Desc Desc to Asc |
|
Amount & Currency
The disputed amount raised by the customer. The currency provided is based on the transaction currency that was used in the original transaction UUID.
|
Asc to Desc Desc to Asc |
|
Merchant ID & merchant
The merchant ID - or MID - is the identifiable number of the merchant account associated to the chargeback or dispute. The merchant name is the name of the merchant business.
|
Asc to Desc Desc to Asc |
|
Channel ID
Subsection of the merchant ID. The Channel ID relates to the specific channel - or Entity ID - of the merchant the dispute or chargeback was raised against.
|
Asc to Desc Desc to Asc |
| Type | Name | Description |
|---|---|---|
|
Chargeback |
First Chargeback (CBK1) |
NA |
|
Chargeback |
Lost Representment (LOSS) |
N/A |
|
Dispute |
Pre Arbitration (PREA) |
NA |
|
Dispute |
Pre Risk SAFE (SAFE) |
NA |
|
Dispute |
Pre Risk TC40 (TC40) |
NA |
|
Chargeback |
Represented (REP) |
NA |
|
Dispute |
Retrieval Request (RRQ) |
NA |
|
Chargeback |
Second Chargeback (CBK2) |
NA |
| Name | Description |
|---|---|
|
First Chargeback (CBK1) |
Provide evidence of the transaction, such as a copy of the receipt or invoice, to prove that the transaction was valid. If the chargeback was due to a customer dispute, try to reach out to the customer and resolve the issue. This may involve offering a refund or exchange. |
|
Lost Representment (LOSS) |
At this point, there is not much that can be done to dispute the chargeback, but merchants can learn from the experience to prevent similar issues from arising in the future. |
|
Pre Arbitration (PREA) |
Provide evidence that the transaction was valid and that the customer received the goods or services that were purchased. If the chargeback was due to a customer dispute, try to reach out to the customer and resolve the issue. This may involve offering a refund or exchange. |
|
Pre Risk SAFE (SAFE) |
Provide evidence that the transaction was valid and that the customer received the goods or services that were purchased. If the chargeback was due to a customer dispute, try to reach out to the customer and resolve the issue. This may involve offering a refund or exchange. |
|
Pre Risk TC40 (TC40) |
Provide evidence that the transaction was valid and that the customer received the goods or services that were purchased. If the chargeback was due to a customer dispute, try to reach out to the customer and resolve the issue. This may involve offering a refund or exchange. |
|
Represented (REP) |
Provide evidence that the transaction was valid and that the customer received the goods or services that were purchased. If the chargeback was due to a customer dispute, try to reach out to the customer and resolve the issue. This may involve offering a refund or exchange. |
|
Retrieval Request (RRQ) |
Provide evidence of the transaction, such as a copy of the receipt or invoice, to prove that the transaction was valid. If the chargeback was due to a customer dispute, try to reach out to the customer and resolve the issue. This may involve offering a refund or exchange. |
|
Second Chargeback (CBK2) |
Provide evidence of the transaction, such as a copy of the receipt or invoice, to prove that the transaction was valid. If the chargeback was due to a customer dispute, try to reach out to the customer and resolve the issue. This may involve offering a refund or exchange. |
Dispute and Management Notifications Guide
Total Control 3 offers two distinct areas for tailoring notifications based on user roles. If you're a general user, the 'User Settings' tab will guide you in setting up your preferences. Conversely, users with 'High-Level Access' should navigate to the 'Notification Settings' tab tailored specifically for management functions.
-
Begin by logging into your account. If you are having issues logging in, contact our dedicated support team.
Navigate to 'Settings', then 'User Settings' to find the 'Disputes' area.
Tick 'Disputes' in 'User Settings'. Once saved, you'll get notifications to your registered email.
-
High-Level Access Note
Important: The 'Notification Settings' tab is exclusively available for users with 'High-Level Access'. This tab provides more advanced management functionalities. Ensure you have the appropriate access level before attempting to make changes in this section.
Begin by logging into your Total Control 3 account. For assistance, contact our team.
Navigate to 'Notification Settings'. Here, click 'Add Recipients' to start adding email addresses. You can add a single or multiple emails.
After adding emails, select merchants you want to associate with each email. Click 'Submit' to finalize the setup.
On the 'User Notifications' page, find the 'Edit' icon under 'Actions' to adjust settings for each email address.
Within 'Notifications settings', configure emails to receive notifications outside the Total Control 3 platform.
To review users with more than 4 associated merchants, click on the expander toggle to view all linked merchants.
Further Support
Utilize our comprehensive listing of helpful techniques to minimize disputes and ensure secure transactions. If you require additional resources or personalized guidance, don't hesitate to reach out. Our expert teams are here to provide the tailored support you need.
Techniques to Reduce Disputes & Chargebacks
Clear Product Descriptions Provide detailed and accurate descriptions of the products or services you offer. This can help avoid any misunderstandings or customer dissatisfaction that can lead to disputes.Fast and Responsive Customer Service Quick and helpful responses to customer inquiries can solve problems before they lead to chargebacks. Make it easy for customers to contact you by providing visible and accessible contact information.
Effective Dispute Resolution Policies Having an efficient dispute resolution process in place can help address customer concerns promptly, often preventing disputes from escalating to chargebacks.
Secure Payment Methods Use secure payment methods, such as those provided by Total Processing, to ensure that transactions are safe, reducing the chance of fraudulent chargebacks.
Technical Support
Need further support for chargebacks? Contact our expert technical support team for assistance.
Sales Support
Looking for a payment solution that fits your business needs? Talk to our Sales team today.