Finding the Chargeback Status in Vantiv/Worldpay

To find the Chargeback Status of an order you first need to locate the order in Vantiv/Worldpay. Using the Customer Number provided in the request ticket you will search the Transaction Search tab in Vantiv/Worldpay:

You will need to then match the order with the information provided in the request ticket (Order#, Transaction Date, Amount, etc.). You will know you have the right order as there will be a chargeback symbol on the left side of the order that looks like a $ with an arrow: 

When you view the order you will want to pay attention to the Associated Transaction Stream.  This will tell you what stage the Chargeback is in. 

Identifying the Chargeback Status

The Associated Transaction Stream is used to identify what stage the chargeback is currently in.  The Transaction Stream is in chronological order so you will want to focus on what the bottom part of the Associated Transaction Stream is saying.  Here are some examples of what the different statuses mean and how the Associated Transaction Stream will look in these cases: 

Chargeback Issued / Not yet Represented:

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. 

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 

Pre-Arbitration / Lost Cases:

The following two images are of Pre-Arbitration cases.  These are cases that were represented, but the representation was rejected and the case lost. In cases involving Visa this will say Issuer-Declined Pre-Arbitration, for other CC providers it will just say Pre-Arbitration.  In these cases the order will be written off in Advantage and the case accepted in Vantiv/Worldpay.  

Chargeback Cases that are Won:

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. 

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.