Automated chargeback management with SEON

SEON offers an automated chargeback management solution powered by Chargeflow. This service is designed to help merchants efficiently handle disputes, enrich evidence submissions and maximize revenue recovery with minimal manual effort.

Whether you’re an eCommerce retailer or a SaaS provider, SEON’s chargeback management streamlines the dispute process, giving you powerful tools to protect your business.

Note: Note: If you are using SEON with Shopify, please refer to our Shopify-specific chargeback documentation for a tailored setup guide.

A chargeback happens when a customer disputes a transaction and asks their bank to reverse the payment. This could be due to unauthorized transactions, non-delivery of goods or services or dissatisfaction with a product or service.

While chargebacks protect consumers, they can cause significant financial losses and administrative burden for merchants and negatively impact customer relationships.

Handling chargebacks manually can be error-prone, slow and expensive. SEON’s automated solution provides:

• Easy setup: Integrate in just a few clicks.
• Automated dispute handling: Automatically manage your disputes, reducing operational overhead.
• Evidence collection: Collect and enrich evidence automatically to increase your win rates.
• Actionable insights: Monitor trends, KPIs and recovered revenue through an intuitive dashboard.

By automating, you reduce risk, recover more revenue and save valuable time.
 

1. Contact us: Contact your SEON representative to request activation of the chargeback management service. Please note that chargeback management is a paid add-on that requires a separate subscription.
2. Enable the service: Once enabled, a Chargebacks option will appear in your SEON Admin Panel.

1. Login: Click the Chargebacks option in the sidebar to seamlessly log in to the chargeback platform.
2. Integration setup: Select your platform integration within the chargeback platform then follow the provided setup instructions.

The dispute will be automatically managed once it is configured, and manual intervention will only be needed if more evidence is required.

Inside the chargeback platform, you can:

• Access full chargeback data: Review detailed information for every dispute.
• Track chargeback trends: Identify patterns and optimize your dispute handling over time.
• Monitor recovered funds: See how much revenue you’ve reclaimed through successful disputes.
• Follow dispute statuses: Track each case from submission to final resolution.

Accessing the chargeback management platform is simple:

1. Login to your SEON Admin Panel.
2. Select the Chargebacks option in the sidebar to be redirected to the co-branded platform. Alternatively, click Go to dashboard in Settings > Chargebacks.

3. You should be redirected to the chargeback platform.

Your initial login creates the admin user account for chargeback management.
To grant access to additional users:

1. Log in to the chargeback platform.
2. Navigate to Settings>Team Management.
3. Add the users’ email addresses manually.

Note: Note: You can set which SEON users have access to the chargeback platform via Roles.

You can track disputed transactions and automatically flag them for analysis:

• Chargeback tagging: Transactions involved in disputes are automatically tagged with Chargeback.
• Fraud labelling: Disputed transactions receive the ecommerce_fraud label via SEON’s Label API. Their transaction status is set to DECLINE, allowing for better fraud pattern visibility.

To support building the strongest possible evidence files for disputes, SEON shares transactional data with Chargeflow using Chargeflow’s Update Dispute Order API.

When we find a matching transaction, SEON automatically syncs all available transaction data to enrich the dispute case.

In addition to the current transaction data, we also query your customer’s historical transaction history. We search for previous transactions that match the criteria set out in the Visa Compelling Evidence 3.0 initiative. Even if you are not officially enrolled in the Visa CE3.0 program, building strong historical evidence significantly improves your chances of winning disputes. Our system automatically looks for older successful transactions that share key elements (such as IP address, device fingerprint or shipping address) with the disputed transaction, and adds them as historical proof.

You can manage all sync settings easily from the chargeback management settings page in your SEON Admin Panel. You have full control over how much information SEON syncs:

• You can sync all transaction details automatically.
• Or you can individually toggle the sync for billing address details, shipping address details and product details.

Important: Since transaction information like shipping addresses, billing addresses, or product details may change after SEON’s initial fraud check, the synced data might not always reflect later updates. If your processes often update this data after checkout, you can disable specific fields from syncing and allow Chargeflow’s own enrichment process to fill in those gaps.

• Visit Chargeflow's platform documentation
• Explore SEON’s Label API v2 documentation
• Need assistance? Contact support@seon.io