The Verifi Cardholder Dispute Resolution Network (CDRN) lets you resolve chargeback claims in the NS8 Protect platform. This extension tries to prevent chargebacks before they happen. This article explains how to set up properly the Verifi extension by filling out different Merchant-related fields like Merchant account details and Merchant descriptors and then, the steps to resolve pending chargebacks before they become "official" claims on your account, preventing costly fees and penalties.
Verifi CDRN is not available for NS8 Starter and may incur additional charges. For more information, contact your Account Manager.
Configuring Verifi Settings
To configure Verifi in NS8, go to the Settings page from NS8 Protect dashboard. In the Verifi pane, under Additional Extensions, select Settings.
The Verifi Settings screen will show up:
- Plan: Includes information about your billing plan for the Verifi extension.
- Activate: Turn the Verifi extension on and off. If Verifi is turned on and your settings are configured correctly, Verifi automatically creates cases for pending chargebacks. If Verifi is turned off, all Verifi features are unavailable.
- Merchant Account Details: Enter details about your store. The information in this section must be correct for Verifi to function as intended. For help, select Live support to contact us.
- Merchant Name: The name of your store or business. This information must be the same name that appears on your payment processor account.
- Descriptor Name: The name of the descriptor associated with your account. This information must be the same name that appears on your payment processor account. If you have multiple descriptors, enter each name separately.
- Descriptor Contact: The contact information for the descriptor associated with your account. Each descriptor should have its own contact. Typically, this is the contact's phone number.
If you have multiple descriptors associated with your store for different processors or accounts, list them in the NS8 platform. For example, John's Goods and John's Goods International.
- Acquirer Bank Name: The name of the bank that's associated with your payment processor account.
If you have more than one bank, you can use your preferred one. Verifi holds no preference for a specific bank.
The way that Verifi collects information is based on the bank (i.e., the credit card affiliated with the bank) that the customer pays with, and if that bank is contracted with Verifi, it’ll work. NS8 Protect looks at Bank Identification Numbers (BINs) and not gateways.
If your Verifi settings are configured correctly, chargebacks filed through your store appear on the Verifi Chargeback Cases page.
To view a list of all chargebacks that Verifi handles, on the Order Protection menu, select Verifi Chargebacks.
Depending on your bank, it can take a few days to several weeks for cases to appear in Verifi.
If you have issues with cases appearing in Verifi, please contact your bank.
The Verifi extension only shows chargeback cases for orders processed by NS8 Protect. If you're using another type of order processing or do not process all orders through NS8, some chargebacks may not appear.
The Verifi Chargeback Cases Page
The following descriptions are for each column on the Verifi Chargeback Cases page:
To sort the data in a column, click on the column header.
- Expires At: Shows the date and time when a chargeback case will expire. Cases are open for a maximum of 72 hours. If you do not resolve a case within this time, you cannot take further action.
- Order: Shows the order number that's associated with a chargeback. To open the Order Review page, select the order number. The Order Review page provides more information about the chargeback claim. If the case is still Open, the Order Review page will have an option for you to try to resolve it.
- Case Status: Provides the status of a chargeback.
- Open: The case is available for resolution.
- Resolved: You issued a full or partial refund to the customer.
- Declined: You declined to refund the customer and provided a reason for doing so.
- Expired: More than 72 hours have passed. The chargeback dispute window is closed. Verifi can no longer handle this case.
- Original Amount: Shows the original amount of the chargeback. The chargeback amount appears in the same currency as your store's currency.
Resolving Chargeback Cases
If a chargeback case is open, you can try to resolve it on the Order Review page. These actions are available from the Choose an action menu: Full Refund, Partial Refund, and No Refund.
- Full Refund: Use this option to refund a customer for the entire cost of their order. This amount is automatically filled in and cannot be changed. To confirm, select Submit and follow the instructions to refund the order in your eCommerce platform.
An order that's refunded in Verifi is not automatically refunded through your eCommerce platform. To make sure a chargeback case is resolved correctly, the refund must be completed through your eCommerce platform.
- Partial Refund: Use this option to refund a customer for part of their order. You can change this amount. To confirm, select Submit and follow the instructions to refund the order in your eCommerce platform.
- No Refund: Use this option to reject a customer's request for a refund. From the menu, select a reason. To confirm, select Submit and follow the instructions to refund the order in your eCommerce platform.
Problems with a chargeback not evaluated by Verifi? Check the Verifi Chargeback Service Did Not Report an Incoming Chargeback KB Article.