Enable both Shopper and Merchant Chargeback Notifications before you accept payments.
Once you have logged into your Payments Dashboard, in the left-hand sidebar menu click on "Settings," and then "Notifications" from the dropdown menu.
Within Notifications, you will see a toggle button at the top of the screen where you can easily switch between Shopper notifications and Merchant notifications.
With "Merchant" selected on the toggle button, go ahead and click on "Emails" on the line next to "Merchant Chargeback."
After clicking on "Emails," you will find yourself within the notification details. Click on "Add Email" to add the email of the person on your team who you would like to be notified when a Chargeback occurs.
After clicking on "Add Email," you will type the in the email or emails you want seperated by a comma (,), semicolon (;), or a line break. Now click on "Add Email" to finalize the notification list.
Once you have added your email(s), click on "back to notifications" at the top of the page to return to your notifications.
Once you are back in Notifications, click on "Shopper" on the toggle button to view Shopper Notifications.
With the Shopper Notifications, you will see a line for Shopper Chargeback notification. To enable this Notification, simply click on the "Disabled" toggle to flip it to "enabled."
Pro-tip: Edit the Shopper Notification email to include next steps for the Shopper to take. First, click on "View/Edit Template."
Next, you will be taken to the View/Edit screen where you will click on "Edit" within the toggle button at the top of the screen.
Within the Edit view, you can change the text within the email that your shopper receives. We recommend something like:
"Next Steps: Please reach out to support@anddone.com for more information about why this chargeback occurred. Furthermore, please reach out to your agent regarding this chargeback."
When you are done adding your text, click on "Save Template"
Click here to learn more about enabling notifications.
How do these notifications work?
When a chargeback occurs, the portal sends sub-merchants an email notification with a reason code, such as NSF for insufficient funds. This allows you to follow up with the shopper for a new payment with an idea of the issue. Make sure you have Shopper chargeback notifications enabled so the shopper is notified and can arrange a new payment.
Congrats, you now know how to enable Chargeback Notifications!
If you need assistance or have any further questions, please click here to contact our support team.