Chargeback Statuses, Codes, and Overriding Decisions

Learn about the different chargeback protection statuses, error codes, and how to override the decision.

Chargeback Protection Statuses

StatusDescription
Not EnabledYour account does not have chargeback protection enabled or you are not passing the device ID that comes from the Chargeback Protection SDK, or you are not passing chargebackProtection data to the CoinflowPurchase component or the Checkout API.
Not ReviewedYour data was all setup correctly, but the transaction did not get reviewed by the fraud detection tools.
ApprovedChargeback protection is active, if the end user disputes the charge you will be insured against any losses.
RejectedThe fraud detection tools flagged this transaction as fraudulent or at high risk of a chargeback.

Overriding Chargeback Protection Decisions

1. Automatically Override Chargeback Decisions

Enabling automatic overrides of chargeback decisions will override all decisions. Our team recommends enabling this only during the initial training period. To enable this, contact the Coinflow team to configure this on your account.

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Overriding chargeback protection decisions shifts the liability of the transaction onto the merchant, in the event of a chargeback.

Anytime a decision is overridden, the data models will learn & correct itself from it for future decision making.

2. Manually Override Chargeback Decisions

Merchants also have the ability to manually override the decisions one by one. This requires someone on your end to manually trigger the override via the merchant admin panel's purchase tab. This feature is available to all merchants, and can be accessed on the purchase record.

How to manually override chargeback protection on a purchase from the merchant panel.

How to manually override chargeback protection on a purchase from the merchant panel.

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Overriding chargeback protection decisions shifts the liability of the transaction onto the merchant, in the event of a chargeback.

Anytime a decision is overridden, the data models will learn & correct itself from it for future decision making.

3. Overriding with Pending Manual Reviews

Merchants have the ability to enable chargeback reviews. When this setting is configured, a purchase that gets rejected by chargeback protection will be marked as Pending Review. Merchants can then click on the link to manually accept or reject the purchase.

If the purchase is accepted, then the chargeback protection decision status will change to Overridden. If it gets rejected, it remains as rejected. The Pending Review state is a temporary status that will last up to 24 hours if no action is taken to review the purchase. If merchants don't review the purchase within 24 hours, Coinflow will void the transaction and the chargeback protection decision remains as rejected.

Merchants have the option to customize the 24 hour review period before a pending review purchase gets voided. To do so, reach out to the Coinflow team.

To enable chargeback reviews on your account, please reach out to the Coinflow team.

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Accepting Pending Reviews means that your are overriding the chargeback protection decision.

This shifts the liability of the transaction onto you, the merchant, in the event of a chargeback.