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The following Transaction Stream is what it will look like if the customer has issued a chargeback, but the EPP Team has not yet responded to it.  You will notice that the bottom line of the Transaction Stream is a First Chargeback with no further lines after it. 

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Chargeback Represented:

This is what the Transaction Stream will look like if the chargeback has been represented.  You will see a Representment line after the First Chargeback line. There may also be a Pre-arbitration line after the First Chargeback depending on the CC provider. For Visa it will say Pre-Arbitration, or other CC providers it will say Representment.  This means the chargeback has been responded to and is currently under review.   

Once a chargeback case has been represented it can take some time before it is resolved.  The time it takes to resolve these cases can differ from case to case and depending on the CC provider. The maximum estimates turnaround time for represented cases are 30 days for Visa and Discover and 45 days for MasterCard 

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Pre-Arbitration / Lost Cases:

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The following image is of a chargeback case that was won in our favor. This means that the evidence provided was sufficient enough for the issuer to accept responsibility for the chargeback and reimburse any lost credit. You will notice the green thumbs up and the Issuer Accepted Pre-Arbitration line on the Transaction Stream. 

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Responding to the Chargeback Status Request Ticket

Once you have determined the current status of the chargeback, you will inform the affiliate of the chargeback status in the JIRA ticket and give a short explanation of what the status means. 

Searching Amex Portal for Chargeback Status

Sometimes, you’ll locate a deposit in Vantiv, but there won’t be any chargeback visible in Vantiv. If the deposit is for an Amex transaction, be aware that Amex chargebacks are handled in a separate portal.

The only Advantage field you can search in Amex’s portal is the Order Number (or Opium/FC order ID, when applicable). Amex will always have the same order number as Vantiv, so if you’re unable to locate a chargeback with the below instructions, using the Advantage Order Number, then you’ll want to double check Vantiv to confirm the order number Amex will have. 

Once logged into Amex’s website, navigate to “Disputes” and click on the search button. 

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In the search options, the field to focus on is “Charge Reference Number,” which is Amex’s name for Order Number. 

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If you get a hit, then you can open the case to view the extended details, which are located at the bottom of the page. 

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In the search options, the field to focus on is “Charge Reference Number,” which is Amex’s name for Order Number. 

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If you get a hit, then you can open the case to view the extended details, which are located at the bottom of the page.

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Some common Reasons/Statuses:  

• Chargeback Stands/Closed – Card Member Refunded = Chargeback Loss (Customer Refunded) 

• Credit Adjustment = Chargeback Won (Customer Not Refunded) 

EPP Chargeback Notes in Advantage

There are two note formats you can expect to see for a chargeback in Advantage, depending on whether the case was worked manually to was automated by our chargeback vendor, Chargehound. In both cases, the system name will be “EPP.”

1. Chargehound Automated Note

The body of the note is a fixed script, with the order number and item number filled in under “Subject” and “Regarding Product,” respectively.

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Please note that if you see this note template that the chargeback case has been fought, and you’ll need to check Vantiv or Amex for the current status.

2. Manual EPP Note

The following note template is used, when an EPP specialist manually addresses a chargeback. While some of these will be cases we fought, many will be cases that were accepted, meaning that the case is closed with the customer refunded. You can confirm via the “Action Taken” line.

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EPP also updates existing notes, when we accept a pre-arbitration, so it’s possible you’ll see a Chargehound note that was later updated to disclose that a case was accepted.

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