Monitor cancellations and chargebacks

In the context of a payment transaction, a chargeback is a retroactive reclaim of a capture. It is initiated by the customer, for example, if he or she withdraws the payment for a product that has already been delivered/paid. A cancellation is a revocation of the authorization. The customer or the merchant revokes the reservation of a product that has not yet been delivered, for example.

The most payment service providers create a new reference when a payment has been cancelled or charged back by the customer. However, the most payment service providers support an original reference ID that you can use to search for a specific case in the whole payment process.

You can use this procedure to display all incoming references to cancellations and chargebacks from a payment service provider. You can check for communication and other errors between Actindo and the payment service provider resulted in a workflow being stopped, for example. In addition, if applicable, you can manually change the status of a transaction to Void to clear the database. Note that you can only change the status of a cancellation and chargeback transaction, but not any data.

If everything works fine with the posting of a cancellation and chargeback, you do not need to monitor the Cancellations and chargebacks menu entry.

Check cancellation and chargeback transaction

A cancellation and chargeback transaction provides numerous payment-related details, which may vary depending on the payment service provider settings. To decide whether you can manually void a cancellation and chargeback transaction, you need to check its details.
In case of errors or failures, there may be a general issue that is caused by the payment service provider, by the shop, or by Actindo. In this case, contact the according business partner, so that the issue can be solved.

Prerequisites

• At least one connection has been created, see Create PSP connection.
• At least one customer has created a chargeback or a cancellation.

It is recommended to add the following columns to your view to get the required information and to better filter and sort the entries: Status ID and Status information (if applicable).

Procedure

Payments > Cancellations and chargebacks > Tab LIST

1. Select the desired view if applicable.

2. If desired, select the cancellation and chargeback type you want to check. The following types are available:

   • Cancel
     Depending on the payment service provider, an appropriately permitted person or the customer has cancelled the authorization.
   • Chargeback
     The customer has withdrawn a payment.
   • Chargeback reversal
     The customer has terminated his or her withdrawing of the payment.
   • Second chargeback
     Again, the customer has withdrawn the payment.

3. Check the cancellation and chargeback transaction status in the Status column. The status displays the current stage in the payment process. You can use the status ID prefixed below to filter the list. The following statuses are available:

   • 1 - Preparing
     The transaction has been created but is not yet transferred.
   • 2 - Unconfirmed
     A transaction is requested but not yet released by an Actindo user. This status is relevant for some functions only, for example, the cancellations and refunds.
   • 3 - Success
     Actindo as well as the payment service provider has processed the transaction successfully.
     The order process is stopped. >
   • 4 - Failure
     The payment service provider has received the request but rejected it. If available for the connection, the status information field provides further information.
   • 5 - Error
     Errors have been occurred during transfer.
   • 6 - Void
     The transaction has been voided, see Void cancellation and chargeback transaction.

4. Click a transaction to see the details.
   The "Cancel ID" view is displayed. The Attributes tab is preselected by default.

   

5. Check the list of attributes, for example, if the required fields are filled. For detailed information on fields, see Cancel – Attributes.

6. Click the Logs tab.
   The Logs tab is displayed and shows the messages that have been created for this issue.

   

7. Check the logs, for example, if there is a general communication issue. For detailed information on fields and functions, see LIST (Logging).

8. Return to the list of cancellations and chargebacks and decide how to proceed with the transaction.

Void cancellation and chargeback transaction

You can void a cancellation and chargeback transaction if you want to invalidate the transaction for the Actindo database.

The payment service provider will not be informed about changing the status to Void. It is only done to clear the database from faulty entries.

Prerequisites

The status of a cancellation and chargeback transaction is Failure or Error.

Procedure

Payments > Cancellations and chargebacks > Tab LIST

1. Identify the issue that led to the error/failure. To do this, check the cancellation and chargeback transaction to be voided, see Check cancellation and chargeback transaction.

2. Select the cancellation and chargeback transaction to be voided by clicking the checkbox on the left.
   The editing toolbar is displayed.

3. Click the [VOID] button.
   A confirmation message is displayed. The status of the cancellation and chargeback transaction has changed to Void. The transaction is no longer valid for the Actindo database.