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Introduction to sticky.io Representments
The sticky.io Representments service is a fully automated service that will fight submitted chargebacks on your behalf.
This service allows you to fully automate the handling of your representments. This means that if you configure the service to operate independently it will handle all information collection and submission on your behalf. Only if you set up your service to require manual intervention, will you need to take action on your individual chargebacks.
The following article will guide you through the process of configuring and managing your sticky.io Representments account.
Without further ado, let's begin!
What You Will Need Before Onboarding
Here is a list of information that you will need to provide through the onboarding process. Having this information readily available will ensure a smooth, optimal start to your service.
Configuring and Managing Your Account
ACCESS THE SERVICE SETUP AND MANAGEMENT VIEW
To configure your sticky.io Representments account or make changes to your existing account, navigate to the sticky.io Representment service's settings view.
Services > Representments > Service Setup and Management
Once you have navigated to the "Service Setup and Management" page and reached "Step 1", input a company name into the text field.
Once satisfied, click Next.
Click "Add Gateway" to associate payment gateways with the service.
Input your gateway Name then select the corresponding Gateway Provider from the drop-down menu.
Click Add to preserve your changes. Then, click Yes when prompted to confirm your selections.
Continue adding additional gateways in similar fashion. Then, once satisfied, click Next to proceed to Response Data.
RESPONSE DATA CONFIGURATION
Click Add Response Data to configure response data for the service.
Input the requested descriptive information for your business; including Name, Description, Return Policy, General Terms, Terms URL, Product Category and Checkout Page Image.
Below is some additional guidance on the fields:
Name - Define a unique "Name" for each Response Data profile, so that you can easily differentiate through quick reference.
Description - This is an optional field which you can use for your reference.
Return Policy - Copy and paste your return policy in this field
General Terms - Copy and paste your general terms policy in this field
Product Category - This is an optional field for you to describe the types of products you sell on your storefront. This can help a customer / bank better understand the transaction they’re disputing. (Ex. ‘Nutraceuticals’ or ‘Pet Supplies’)
Checkout Page Image - Ensure your screenshot includes your written Terms of Service and acceptance checkbox. These two elements should be clearly visible within the checkout flow. A screenshot of a hyperlink will not be sufficient.
The requirements to upload an image are:
File size limit: 7MB
File format: .png, .gif, .jpg, .bmp, .doc, .pdf
File quantity limit: 1
Once satisfied, click Next to proceed to MID Management.
Click Add Configuration to associate a MID with the service.
Input the requested information about your MID and processor into the appropriate fields. Select your configured Gateway and Response Data, which you previously configured, from the drop-down fields.
Please ensure that you're defining a unique "Name" for each of your MID profiles, so that you can easily differentiate through quick reference.
Click Add to finalize your selections. When prompted, click Yes to confirm your selections.
Next, we'll configure rules for the service to act against.
Now, you can configure your rules for managing first chargebacks. Before we get stared, here is some information on the three different rule types and the three different actions that can be taken on a representment case.
Default Action - This is the action that all chargebacks will default to taking. You can configure this to be either Auto-Submit or Auto-Accept, or Manual Review.
Please note that any action selected for Default Action, cannot also be selected in any Exception Rule actions.
Expiry Action - This is the action that occurs when a chargeback has been pending manual review for greater than 7 days (fixed expiration period). You can select this action to be either Auto-Submit or Auto-Accept, NOT Manual Review.
Exception Rule - This action occurs when a case meets the conditions you define in an exception rule, i.e. card type, MID, and reason code.
Auto-Submit - Chargebacks will be submitted to the Representments service automatically.
Please note that retrieval requests will automatically submit evidence on your behalf. This representment type is solely used to provide banks with additional information about the transaction and does not count towards your chargeback ratio.
Auto-Accept - Chargebacks will be accepted without evidence submission.
Please note that second chargebacks and pre-arbitration representments will be auto-accepted by default and there are no alternate configurations for these representments.
Manual Review - Chargebacks will be held for your manual review. You can choose to accept or fight the chargeback by submitting evidence within 7 days of the case creation date.
Configure Your Global Rules
Configure your default action and your expiry action based on your preference for risk adversity. Here are the available actions for each:
Configure Your Exception Rules
Click Add Rule to begin configuring an exception ruleset.
Amount ranges must be unique for each rule configured.
For example, if you have configured a rule from $1 - $100, you will not be allowed to add another rule with the range between $50-$90 (since this range falls within the previous one). This allows you to have unique rules that give you full coverage and flexibility.
Additional conditions can be associated with a rule action.
See available condition fields below:
Card Type - You can choose between Credit or Debit
MID - Based on your previously configured MID profiles, you can select one MID as a condition for your ruleset.
Reason Code - You can select reason codes from the four major card brands, Visa, Mastercard, American Express, and Discover.
Configuring a condition on the basis of Reason Code will require you to select specific reason codes by card provider.
You can 'Select All' or 'Deselect All' reason codes by provider, using the corresponding links. If you would like more granular selection, you can select individual reason codes by provider via the "X of Y selected" link.
For example, clicking into the "34 of 34 selected" link above, corresponding to American Express, would bring us to this view. Simply select or de-select your desired reason codes using the corresponding checkboxes.
Once satisfied, click Save to return to the Rule Action view.
Once satisfied with your rule action, click Add to confirm your selections. When prompted, click Yes to confirm.
Lastly, configure your desired Subscription Management rules.
As a part of the representment service, you can also take further actions to reduce the risk of future chargebacks. If you select 'Yes' for both options above, they will result in automatic blacklisting of customers who submit a chargeback against your business and cancelation of any subscriptions related to their chargeback.
Once completely satisfied with your selections, click Exit to Home.
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 and managing your sticky.io Representments account.
The next article will guide you through the process of taking actions on all chargeback cases.