The Chargeback Record
The chargeback record helps you track the transfer of funds when a chargeback is initialized. This record tells you who the customer is, the amount of funds the customer wants returning and in what currency, and which subsidiary is being charged. The chargeback is created automatically when a customer disputes a payment.
To view a chargeback record, go to Transactions > Sales > Chargebacks > List and from the Chargeback list, click the View link next to the chargeback that you want to view.
Chargeback records are sorted in the Chargebacks list by assignee, and then by date. Records that have not been assigned to a user are at the top, with the most recent chargeback records first.
The chargeback record provides the following information:
|
Field / Subtab |
Description |
|---|---|
|
Status |
The current status of the chargeback. For more information, see Chargeback Statuses |
|
Disputed Payment |
The identifier of the payment transaction that is being disputed. |
|
Amount |
The amount of the disputed transaction. |
|
Currency |
The currency of the payment that is being disputed. |
|
Assignee |
The name of the user assigned to the chargeback. For more information, see Adding an Assignee to a Chargeback. |
|
Expensed As |
The journal entry record that accounts for how the chargeback is expensed when a chargeback is written off. For more information, see Chargeback Journal Entries. |
|
Customer |
The name of the alleged customer who is disputing the payment. |
|
Memo |
Add useful notes here when you handle this chargeback. |
|
Write Off |
Check this box to write off the chargeback. For more information, see Writing Off a Chargeback. |
|
Chargeback Notifications |
The Chargeback Notifications subtab lists all notifications generated for the chargeback. For more information, see Viewing Chargeback Notifications on the Chargeback Record. |
|
Documents |
The Documents subtab lists all the supporting documents provided for your rebuttal of the disputed payment. For more information, see Adding Supporting Documents to a Chargeback. |
Chargeback Statuses
The status of a chargeback changes as the chargeback workflow process progresses. During the process, disputed funds are blocked and held in the rolling reserve of your bank while you dispute the chargeback. The funds are released to you if the status is Won.
A chargeback has one of the following statuses at any time:
-
Warning – when the chargeback record is created the status is Warning until the gateway initiates the process to investigate the chargeback. The funds are now blocked in your bank’s rolling reserve.
Note:In certain scenarios when you feel that a chargeback is inevitable, you might want to refund the disputed payment right away. By doing this, you may be able to avoid the undesirable consequences that are related with the high rate of chargebacks.
-
Lost – the chargeback is being processed and the funds are credited to the disputing party on your behalf
-
Won – the chargeback has been rebutted successfully and you get your funds back
-
Written Off – the chargeback has been written off, the funds have been transferred to the customer, and the process has ended
Related Topics:
- Chargeback Workflow
- Setting Up the NetSuite Chargeback Workflow SuiteApp
- Configuring NetSuite Chargeback Workflow
- Chargeback Notifications
- Managing Multiple Currencies and Chargebacks
- Adding an Assignee to a Chargeback
- Adding Supporting Documents to a Chargeback
- Writing Off a Chargeback
- Chargeback Journal Entries