Embedded Files
Daily Check
Daily Check
Log into the merchant account.
https://secure.chase.com/web/auth/dashboard
Select Merchant Services
Check if there are any retrievals or chargebacks.
Retrieval = Pre-chargeback stage.
Chargeback = Dispute filed by the customer’s bank.
Note the date and details of each retrieval/chargeback and check under Status & outcome if it’s pending and must be answered. Click the arrow on the right side to open up the dispute.
Process Workflow
Process Workflow
Identify the Retrieval or Chargeback
Open the case in the merchant account.
Locate the original transaction info (price point, transaction date, last 4 digits of the card number).
2. Search in www.authorize.net (Gateway) - choose Merchant Login
Go to Transaction Search.
Input the last 4 digits of the card number.
Review results: check for declined and successful transactions.
Identify the correct transaction with matching amount and date.
3. Search in CRM (ClickCRM) - https://buygoods.com/login or Konnektive
Go to Customers.
Search by customer’s last name (include transaction/order date in search filters).
Switch from Active Customers to All Customers if needed.
Confirm the order matches the retrieval (amount, date, customer).
Verify Customer & Order
Verify Customer & Order
Check CRM notes: Did the customer call in? Was there a cancellation or duplicate order?
Check Orders tab: Were items actually shipped?
Check Fulfillment tab: Confirm shipment/cancellation status.
If no shipment proof, we cannot fight the retrieval.
If nothing shipped, retrieval is usually refunded.
Decide on Action
Decide on Action
If order is valid + proof of shipment → Respond with evidence.
If order canceled / no proof of shipment → Refund and mark as "Do Not Respond."
If unclear → Pull up call in RingCentral for more details.
Processing a Refund
Processing a Refund
In CRM (ClickCRM):
Refund may fail if there’s no valid Order ID (e.g., if order was canceled).
Instead, leave notes:
Example: “Fran:For the $476 charge has not been refunded, nor is there a proper order ID in the system to process a refund. Processed the refund within the gateway as it was a retrieval request.”
2. In Authorize.net:
Go to Transaction Search → locate the transaction.
Click Refund.
Update customer email to company email (e.g., prostadine.peak@gmail.com).
Add description: “Retrieval request refund.”
Confirm refund.
Save the refund receipt as a PDF with the customer's name for tracking.
Documentation
Documentation
Save refund evidence (screenshot/PDF).
Upload the document to the merchant portal when responding.
Note details in CRM (who processed, amount, date, refund path).
Responding in Merchant Portal
Responding in Merchant Portal
Open the retrieval/chargeback case.
Choose one of the following:
Accept → Refund allowed.
Respond → Upload refund proof and customer notes.
Do Not Respond → If refund already processed/no shipment proof.
3. Upload evidence:
Refund confirmation (from Authorize.net).
Notes from CRM (calls, cancellation info, etc.).
Any other supporting details
See example evidence document:
Example Evidence - Larry Warner.docx4. Submit response.
Post-Processing (if refund was issued)
Post-Processing (if refund was issued)
Verify next day that refund shows as settled in Authorize.net.
Save final confirmation in customer’s file.
Update dispute case in merchant account as completed.
Key Reminders:
Key Reminders:
Always cross-check CRM notes, fulfillment, and orders before refunding.
Save all documents (PDFs/screenshots) as evidence.
If no shipment was made → refund.
If shipped → fight with documentation.
Keep CRM updated with detailed notes (who processed, when, and why).
Training Videos
Training Videos
Retrieval and Chargeback Part 1
Retrieval and Chargeback Part 1
Retrieval and Chargeback Part 2
Retrieval and Chargeback Part 2
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