Chargeback Processing
Default: Off
When a customer disputes a charge, they're claiming they didn't get what they paid for, or didn't authorize the payment. Chargeback Processing makes the app respond by taking away their access to the entire order.
With it off, disputes don't change anything in the app.
What it does
When a dispute is opened on an order:
- Every line item is marked returned, along with its full quantity. The customer can no longer download content or see keys for anything on the order.
- Every license key is returned or restocked, depending on your choice below.
- Order reconciliation is turned off for the order, so nothing changes it again automatically.
Returning or restocking keys
Choose what happens to the order's license keys:
| Option | Keys the customer never revealed | Keys the customer revealed |
|---|---|---|
| RETURN | Returned. Not sold again. | Returned. |
| RESTOCK (default) | Put back in the pool, ready to sell again. | Returned. |
Keys on orders placed before you installed the app are always returned, never restocked.
Things to know
caution
Every dispute counts, including an inquiry, and including one you go on to win. Nothing is restored automatically when a dispute closes. If you win and the customer should have their order back, restore it yourself. See Editing an Order.
- Refunds don't override it. Once an order has a dispute, refunds no longer change its keys.
- Your evidence is kept. Reveal logs and download logs stay on the order, ready for your dispute response. See Customer Activity.