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Chargeback Steps

What is a Chargeback

A chargeback is a process that allows a card holder to dispute a credit card transaction and have the money returned to them. It is usually initiated by the card holder and involves the credit card company reversing the transaction and taking the money back from the merchant (league). 

In our situation, a parent claims a registration fee is fraudulent and wants the money back.

The league can either settle the chargeback, meaning they give the money back to the parent, or the league can dispute the charge back and fight it. In order to fight, they have to have evidence that the parent was aware of the charge and refund policy.

How to Handle Chargebacks

Daily files from Elavon come in around 11am, if there is a chargeback within the file Admin will send a notification:
ERROR - Chargeback/Adj Record Encountered

*you will also see the same notification in FreshDesk

  1. The notification needs to be reviewed to determine if this is an adjustment or chargeback, there will be a chargeback control number (case number) if so. See highlighted area below.

    Example Notification:

    Must be handled manually


    PAYMENT_REFERENCE        316700000336283
    PAYMENT_DATE             06162023
    ACCOUNT_NUMBER           ***5225
    ROUTING_NUMBER           00000614221
    FUND_AMT                 -$1190.00
    BATCH_REFERENCE          24167004726
    BATCH_TYPE               C
    CUSTOMER_BATCH_REFERENCE 
    CUSTOMER_NAME            CLARKSON SOCCER CLUB
    MERCHANT_NUMBER          08039386860
    EXTERNAL_MID             8039386860
    STORE_NUMBER             
    CHAIN                    02752
    BATCH_AMT                -$895.00
    AMOUNT                   -$895.00
    SURCHG_AMOUNT            $0.00
    CONVNCE_AMT              $0.00
    CARD_TYPE                009
    CHARGE_TYPE              00020
    CHARGE_TYPE_DESCRIPTION  CHARGEBACKS
    CARD_PLAN                
    CARD_NO                  451401******8107
    CHK_NUM                  
    TRANSACTION_DATE         05042023
    SETTLEMENT_DATE          
    AUTHORIZATION_CODE       
    CHARGEBACK_CONTROL_NO    1050774822
    ROC_TEXT                 000000000000000
    TRN_ACI                  N
    CARD_SCHEME_REF          303124752079134
    TRN_REF_NUM              24167004726
    SETTLEMENT_METHOD        ACH
    CURRENCY_CODE            CAD
    CB_ACQ_REF_ID            74872713125731259073219
    CHGBK_RSN_CODE           13.7
    CHGBK_RSN_DESC           
    MER_REF                  
    PURCH_ID                 

  2. Ensure that this chargeback notice is a new chargeback and not a reversal. To do so you will need to review notes section in Admin to verify the chargeback case number has not been process previously.

  3. If it is a new chargeback, review the transaction details by searching in pHQ by the card number in the notification and copy the following information into the chargeback note:

    Ref #: 2560-1138-FullAmount-0609-113513
    Invoice: H2560T1138FULLAMOUNT - Kingston_Canadians_Tour-U15_AA
    Cardholder: Mark Bondy
    Email: mark_bondy@hotmail.com

  4. Review the chargeback code (CHGBK_RSN_CODE           13.7) from the following website to see the reason  for the chargeback:

    https://www.chargebackgurus.com/chargeback-reason-codes

  5. Next you will need to inform the merchant (league) of this chargeback via an email in FreshDesk. Fill in the necessary information in the template and make a note in Admin that you have notified the league.
    * Please use the template in FreshDesk called "Notice of Chargeback"

  6. If the merchant is Class A, you can close the ticket and Elavon will process the transaction.
    If the merchant is SP Active, make a note that the transaction is waiting to be processed.

  7. Once the chargeback has been processed (Active), you have the manually process the transaction in.
    SPAdmin -> Merchant profile -> Billing -> Post Chargeback -> Enter info

    Picture1.png

  8. Once the chargeback has been posted, a SP charge pop-up will appear to charge the merchant for a chargeback fee. Click post and close the ticket.

    Picture2.png

Chargeback Dispute

Merchant’s have a couple of weeks to dispute a chargeback, if they so choose to.

  1. When the merchant decides to dispute the chargeback, in Freshdesk, you will find the Chargeback Dispute Template that provides our merchant with a list of acceptable items that we will need to provide to Elavon.

  2. Send this information and assign task to Meagan or Will C to process the dispute with Elavon.
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