Introduction
Verifi's Cardholder Dispute Resolution Network (CDRN) and Rapid Dispute Resolution (RDR) services enable you to resolve pre-dispute cases before they proceed to the chargeback phase.
With Verifi's CDRN and RDR services, you can cut down on chargeback costs by avoiding the associated fees and lower your chargeback ratio, keeping your MIDs healthy and your processing power intact.
The following article will guide you through the process of activating and configuring Verifi's CDRN and RDR services through sticky.io.
Without further ado, let's begin!
Index
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Activating Your Verifi Service
To activate the Verifi CDRN or RDR services, contact your sticky.io representative. They will activate the service on your behalf.
Please note - The CDRN and RDR drop-down menus above are viewable within your Verifi provider profile and serve as confirmation that the corresponding services are active, but they are not editable. The "yes-no" status displayed within the drop-down menu will reflect which services you have activated through sticky.io.
How to Configure Your CDRN Service
Once the service has been activated, navigate to the Settings tab of your sticky.io Admin and click into Providers.
Locate the "Sticky Verifi" provider using the search function.
Click the blue ellipsis button on the right-hand side of the screen and then Edit.
From here, you'll be able to configure your preferences for refunding orders and canceling subscriptions on an automated basis through the CDRN service.
Please note - The rulesets configured below are only relevant to the CDRN service.
The CDRN service supports 2 alert types: Dispute and Cancel represented by the checkboxes in the Alert Types checkboxes within the provider profile.
By checking or unchecking these boxes, you can control what actions are enabled for each alert type within the profile.
The Dispute alert type identifies a cardholder dispute that you have received as a merchant. Resolution of the request requires the referenced transaction to be refunded and any subsequent billings for that cardholder for that product to be blocked or suspended.
The Cancel alert type requires any subsequent billing for that noted account number to be blocked or suspended.
Checking both of the boxes pictured below within the Alert Types dropdown will ensure refunds are automatically issued for both types of alerts.
Entering a value into the Max Threshold Amount box will prevent auto-refunding from occurring once the dispute amount exceeds you desired threshold. For example, entering a value of "50" into the box would prevent automatic refunds from being issued on any orders at or above $50 USD.
It is important to note that this field should only be used by merchants selling within a single currency - USD. A future enhancement will bring forward support for multiple thresholds for each unique currency that your business is processing in.
Checking or unchecking the corresponding Alert Types boxes within the Cancel Subscription field will dictate cancellation behavior across the respective alert types. For example, subscriptions associated with Dispute OR Cancel Alerts would be canceled according to the service configurations pictured below.
Finally, the Blacklist Customer field will enable or disable blacklisting for the CDRN service for the corresponding Alert Type. Order blocking will occur when either email address or card number matches any future activity. In the below pictured example, only Dispute Alerts would result in blacklisting of a given customer.
Once satisfied with your selections, click Save.
Please note - If you ever add additional MIDs with new descriptors that you would like protected by the service, please reach out to your sticky.io representative to onboard them.
CDRN Order History Notes
Below are sample order history notes induced by the Verifi CDRN service with explanations of each.
Order History Note | Explanation |
Subscription stopped by Sticky Verifi Alerts | All subscriptions related to the noted order were stopped by the Verifi CDRN service. |
Blacklist performed by Sticky Verifi Alerts | The customer who disputed the noted order was blacklisted by the Verifi CDRN service. |
Void performed by Sticky Verifi Alerts ( Alert ID: [alert_id] ) | An order void was completed for the noted order by the Verifi CDRN service. |
Order was matched by Sticky Verifi Alerts but the Void Failed ( Alert ID: [alert_id] ) | An order void was attempted by the Verifi CDRN service but failed to be issued due to technical gateway failures. |
Refund performed by Sticky Verifi Alerts ( Alert ID: [alert_id] ) | A refund was issued for the noted order by the Verifi CDRN service. |
Order was matched by Sticky Verifi Alerts but the Refund Failed ( Alert ID: [alert_id] ) | A refund was attempted by the Verifi CDRN service but failed to be issued due to technical gateway failures. Please login directly to the gateway terminal to issue the refund manually. |
How to Configure Your RDR Service
The business rulesets for the RDR service are configured with Verifi by your sticky.io representative. If you want to change these configurations, please contact your sticky.io representative directly.
Once the service has been activated, navigate to the Settings tab of your sticky.io Admin and click into Providers.
Locate the "Sticky Verifi" provider using the search function.
Click the blue ellipsis button on the right-hand side of the screen and then Edit.
From here, you'll be able to configure your preferences for canceling subscriptions and blacklisting customers on an automated basis.
Within the provider view, you can set your desired behavior for disputes that fall within or outside of the rulesets you have configured with Verifi.
The below example shows an RDR service configuration that has been set up to cancel subscriptions for all disputes (regardless of ruleset configuration) and to blacklist customers that fall within the aforementioned Verifi rulesets configured at time of onboarding.
To make changes to your cancel or blacklist preferences, simply check or uncheck your desired behaviors and click Save.
RDR Order History Notes
Below are sample order history notes induced by the Verifi RDR service and explanations for each.
Order History Note | Explanation |
Full Refund of $[refund amount] due to RDR (Rapid Dispute Resolution) action to prevent chargeback. | A full refund was issued for the noted order by the Verifi RDR service. |
Partial Refund of $[refund amount] due to RDR (Rapid Dispute Resolution) action to prevent chargeback. | A partial refund was issued for the noted order by the Verifi RDR service. |
A refund of $[refunded dispute amount] has been issued by Verifi to this order due to an RDR (Rapid Dispute Resolution) action to prevent chargeback. Because this order already had a $0 remaining order balance prior to this alert, no update has been made to this order record. | A refund of the specified amount was issued by the Verifi RDR service, but since the order that the case mapped to was already fully refunded, no reconciliation was necessary. |
A Refund of $[refunded dispute amount] has been issued by Verifi to this order due to an RDR (Rapid Dispute Resolution) action to prevent chargeback. Because a refund had previously been issued against this order, the refunded amount has exceeded the order total amount. | A refund of the specified amount was issued by the Verifi RDR service. This amount was in excess of the original order total. |
This order has been flagged as a match for an RDR (Rapid Dispute Resolution) case. No action was taken for this case, as it does not meet the conditions of the actionable ruleset you’ve configured within the service. Contact your sticky.io CSM for more information if this is unexpected. | This order was reviewed by the Verifi RDR service but did not meet your configured business rulesets for action. Please re-evaluate your configured RDR rulesets if this is unexpected or undesired. Contact your sticky.io CSM for assistance. |
These orders [order_id], [order_id], [order_id] (includes this order) have been flagged by your RDR (Rapid Dispute Resolution) service as a potential match to a refund that has been issued on your behalf to prevent chargeback (Case ID: [case_id]). | The incoming case has mapped to more than one order due to similar transaction details. One of these orders has been refunded by the Verifi RDR service and no reconciliation has been performed by sticky.io due to this mapping conflict. Please review the noted orders closely before issuing any further refunds. |
These orders [order_id], [order_id], [order_id] (includes this order) have been flagged by your RDR (Rapid Dispute Resolution) service as a potential match to a customer dispute. No action was taken for this case, as it does not meet the conditions of the actionable ruleset you've configured within the service. | The noted orders were flagged for review by the Verifi RDR service but did not meet your configured business rulesets for action. Please re-evaluate your configured RDR rulesets if this is unexpected or undesired. Contact your sticky.io CSM for assistance. |
The sticky.io Webhook Service
The sticky.io webhook service enables merchants to post information about chargeback-related events to third-party systems using the sticky.io APIs. These webhooks are intended to be leveraged in relation to our chargeback services, including Ethoca Chargeback Alerts, Verifi CDRN, Verifi RDRs and sticky.io Representments. For more information, please reference this article.
Congratulations! You're now an expert on configuring Chargeback Alerts through the Verifi CDRN and RDR services.