PayXpert - User documentation
Risk menu
Not all transactions proceed as expected. Customers may dispute charges with their banks regarding goods or services, and card information can sometimes be misused. It is also important to be aware of friendly fraud, where legitimate transactions may be reversed simply at the customer’s discretion. Chargebacks, as well as fraud-related chargebacks, can be costly and require careful attention. To help monitor these issues efficiently, we have created the Risk menu in our Backoffice, allowing easy access relevant information immediately, without needing to search for it.
The Risk menu is organized in several tabs:
The following pages explain how to interpret the items in each section. The most important tabs to monitor are:
Chargebacks: This section provides details of transactions that have resulted in a chargeback, allowing merchants to analyse received cases and identify any patterns in disputes
Frauds: This section includes transactions that have received specific types of fraud reports used in the payment ecosystem. This information can be used to block or blacklist a shopper parameter if necessary, preventing further fraud (and potential chargebacks). Transaction data can also be investigated to determine if friendly fraud/first-party fraud has occurred (a situation where a legitimate cardholder takes advantage of the chargeback process). Transactions with fraud notifications are not chargebacks and do not involve funds being reversed.
Reversals: For credit and debit card payments, this section includes transactions that have received a Visa Rapid Dispute Resolution (RDR) notification. RDR is an automated dispute resolution system developed by Visa that aims to resolve disputed transactions before they escalate into formal chargebacks. For cheque processing, this section displays any cheques that have been returned or reversed by the bank.
If you process cheques, the Reversals tab is also important. That is where you’ll see any cheques that have “bounced” or been reversed by the bank.
Please note that the Disputes, Requests for Information, and Representments tabs are inactive at this time. While we are happy to assist, chargeback representments are handled by our Fraud Team via email, not in the Backoffice. The representment process is further explained in the Representment section.