> ## Documentation Index
> Fetch the complete documentation index at: https://docs.elasticfunnels.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Chargeback Management

> Prevent and manage chargebacks with automated alert monitoring, auto-refund rules, and dispute representment via Dispute.com.

## Overview

The chargeback management integration connects ElasticFunnels to third-party chargeback prevention services. When a customer initiates a dispute with their bank, these services detect it **before** it becomes a formal chargeback and notify ElasticFunnels in real time. You can then auto-refund the transaction to prevent the chargeback, or fight it with evidence.

<Info>
  This integration only works with **direct payment gateways** where ElasticFunnels can issue refunds (NMI, Stripe, Klarna). Platforms like BuyGoods, ClickBank, and Digistore24 handle chargebacks through their own systems.
</Info>

## Supported Providers

<CardGroup cols={2}>
  <Card title="Dispute.com" icon="shield-check">
    Alert monitoring (Ethoca & Verifi CDRN), Rapid Dispute Resolution (RDR), and chargeback representment.
  </Card>

  <Card title="Chargebacks911" icon="shield-halved">
    Real-time pre-chargeback alerts and case updates via webhook. Order data is pushed back to Chargebacks911 for better transaction matching and representment.
  </Card>
</CardGroup>

<Info>
  Both providers can run in parallel — for example, Dispute.com for alert auto-refunds and Chargebacks911 for representment on filed chargebacks. Each integration is assigned to merchants independently.
</Info>

## How It Works

### Dispute.com flow

Dispute.com monitors card network activity for your merchant accounts. When a customer begins a dispute process, the flow is:

1. **Alert Received** — Dispute.com detects a pre-chargeback alert from the card network (Ethoca or Verifi CDRN) and sends a notification to ElasticFunnels.
2. **Transaction Matched** — ElasticFunnels matches the alert to the original order using the transaction ID, order ID, or card details.
3. **Auto-Refund Check** — If you've configured auto-refund rules and the transaction meets the criteria (amount threshold, merchant, alert type), ElasticFunnels automatically issues a refund through your payment gateway.
4. **Alert Responded** — ElasticFunnels notifies Dispute.com that the refund was processed, preventing the chargeback from being filed.
5. **Chargeback Prevented** — The dispute is resolved before it becomes a formal chargeback on your merchant account.

If a chargeback is filed despite prevention (or no alert was received), Dispute.com can help fight it through representment — compiling and submitting evidence to the card network.

### Rapid Dispute Resolution (RDR)

For Visa transactions, Dispute.com can automatically resolve disputes through Visa's RDR program before they become chargebacks. These are logged in your dashboard as auto-resolved cases.

### Chargebacks911 flow

Chargebacks911 monitors card-network activity (Visa, Mastercard) on your merchant accounts and sends alerts and case updates over webhook. The flow is:

1. **Order pushed** — When a conversion is created in ElasticFunnels for an eligible merchant, order data (transaction ID, customer, amount, products) is sent to Chargebacks911 to power transaction matching.
2. **Alert received** — Chargebacks911 detects a pre-chargeback alert or case update and posts it to ElasticFunnels.
3. **Auto-refund check** — If you've enabled auto-refund and the alert matches your rules, ElasticFunnels refunds the original transaction through the payment gateway.
4. **Case updates** — Status changes (won, lost, in\_progress) are posted as additional webhook events and surfaced in the Chargebacks page.

## Eligible Gateways

Chargeback management requires a gateway where ElasticFunnels has direct API access to issue refunds:

| Gateway     | Supported | Why                                |
| ----------- | --------- | ---------------------------------- |
| **NMI**     | Yes       | Direct refund API                  |
| **Stripe**  | Yes       | Direct refund API                  |
| **Klarna**  | Yes       | Direct refund API                  |
| BuyGoods    | No        | Chargebacks handled by BuyGoods    |
| ClickBank   | No        | Chargebacks handled by ClickBank   |
| Digistore24 | No        | Chargebacks handled by Digistore24 |

When you set up the integration, the merchant selector only shows merchants using eligible gateways. Merchants on unsupported gateways are automatically excluded.

## Setup — Dispute.com

<Steps>
  <Step title="Get your Dispute.com API key">
    Log in to your Dispute.com dashboard and generate an API key. You'll need either an **Account Key** (for a single account) or an **Organization Key** (for multiple accounts).
  </Step>

  <Step title="Create the integration">
    Go to **Settings → Integrations** in ElasticFunnels. Click **Add Integration** and select **Dispute.com** under the Chargeback category. Enter your API key and save.
  </Step>

  <Step title="Test the connection">
    After saving, click **Test Connection** to verify your API key is valid and Dispute.com is reachable.
  </Step>

  <Step title="Configure merchant filtering">
    Choose which merchants this integration applies to. You can select **All eligible merchants** (default) or use a **Whitelist** or **Blacklist** to target specific ones. Only merchants using NMI, Stripe, or Klarna will appear in the list.
  </Step>

  <Step title="Set up auto-refund rules">
    Enable **Auto-Refund** and configure your rules:

    * **Maximum amount** — Only auto-refund alerts below this dollar amount (e.g., \$50)
    * **Alert types** — Choose which alert types trigger auto-refund (Ethoca, Verifi CDRN, or both)
    * **Cancel subscription** — Automatically cancel the customer's subscription when an alert is refunded
    * **Flag customer** — Mark the customer as a chargebacker for future reference

    Alerts that don't match your rules are logged for manual review.
  </Step>
</Steps>

## Setup — Chargebacks911

<Steps>
  <Step title="Get your Chargebacks911 credentials">
    Contact your Chargebacks911 account manager and request API access. You'll receive credentials used for the order-push API and a webhook secret used to verify incoming alerts.
  </Step>

  <Step title="Create the integration">
    In ElasticFunnels, go to **Settings → Integrations**, click **Add Integration**, and select **Chargebacks911** under the Chargeback category. Enter your credentials and save.
  </Step>

  <Step title="Send the webhook URL">
    Copy the **Webhook URL** shown on the integration form and send it to your Chargebacks911 contact so they can configure outbound alerts to ElasticFunnels.
  </Step>

  <Step title="Configure merchant filtering">
    Assign the integration to specific merchants (recommended) or all eligible merchants. Order data is only pushed for merchants in scope.
  </Step>

  <Step title="(Optional) Enable auto-refund">
    The same auto-refund rules described above apply to Chargebacks911 alerts. Configure them on the integration form if you want EF to refund automatically before a chargeback is filed.
  </Step>
</Steps>

<Tip>
  Start with a conservative auto-refund threshold (e.g., $30–$50) and monitor the results before increasing it. You can always manually handle higher-value alerts.
</Tip>

## Auto-Refund Rules

Auto-refund rules are processed entirely by ElasticFunnels when an alert arrives from Dispute.com. The rules are evaluated in order:

1. Is auto-refund **enabled** for this integration?
2. Is the disputed amount **≤** the maximum threshold?
3. Does the alert type match (Ethoca / CDRN)?
4. Does the merchant match the filter (whitelist/blacklist)?
5. Is the merchant's gateway **eligible** for refunds?

If all conditions pass, ElasticFunnels:

* Issues a refund through the payment gateway
* Responds to Dispute.com confirming the refund
* Optionally cancels the subscription and flags the customer

If any condition fails, the alert is logged for manual review in the Chargebacks section of your dashboard.

## Monitoring

### Chargebacks Page

Navigate to **Conversions → Chargebacks** to see all chargeback-related activity:

* **Alerts** — Pre-chargeback alerts received, with status (auto-refunded, manually reviewed, declined)
* **Chargebacks** — Filed chargebacks, with representment status (pending, won, lost)
* **RDR Cases** — Disputes auto-resolved through Visa's RDR program

### Conversion Detail

Each conversion that has chargeback activity shows a **Chargeback Services** card in the conversion drawer. This displays the alert/chargeback history, current status, and any actions taken.

## FAQ

<AccordionGroup>
  <Accordion title="Do I need to set up anything on Dispute.com's side?">
    No. When you save the integration, ElasticFunnels automatically registers the necessary webhooks with Dispute.com. Your Dispute.com account just needs an active API key and the relevant alert monitoring services enabled (Ethoca, Verifi CDRN, or RDR).
  </Accordion>

  <Accordion title="What happens if auto-refund is disabled?">
    Alerts are still received and logged in your dashboard. You can review them and take manual action (refund or decline) from the Chargebacks page.
  </Accordion>

  <Accordion title="Can I use this with BuyGoods or ClickBank merchants?">
    No. These platforms manage chargebacks through their own systems. The Dispute.com integration only applies to merchants using NMI, Stripe, or Klarna where ElasticFunnels has direct refund access.
  </Accordion>

  <Accordion title="How does ElasticFunnels match alerts to orders?">
    When Dispute.com sends an alert, ElasticFunnels matches it using the transaction ID, order ID, ARN (Acquirer Reference Number), and card details (last four digits + amount). If no match is found, the alert is logged as unmatched for manual review.
  </Accordion>

  <Accordion title="What is RDR?">
    Rapid Dispute Resolution is a Visa program that allows disputes to be automatically resolved before they become formal chargebacks. Dispute.com handles this based on rules you configure in their dashboard. ElasticFunnels logs these as prevented chargebacks.
  </Accordion>
</AccordionGroup>