Alerts Tab - Complete Guide

The Alerts Dashboard is your central hub for monitoring, reviewing, and resolving chargeback alerts. It allows you to track performance across networks, filter and search alerts, take action on disputes, and configure automated settings.

1. Page Header & Quick Actions

At the top of the dashboard, you’ll find the header and action buttons:

Enrollments – Opens the Enrollments Page where you connect to alert networks (Ethoca, CDRN, RDR).

Alert Settings – Opens a pop-up to configure auto-refunds, refund limits, subscription cancellations, and PayPal dispute handling.

Refresh – Reloads alerts to show the latest updates.

Clicking Alert Settings in the dashboard header opens a settings pop-up where you can configure alert settings:

Auto Refunds – Enable automatic refunds for eligible alerts.

Max Refund Amount – Define a dollar cap for automatic refunds.

Auto Cancel Subscription & Blacklist – Cancel subscriptions and block customers after alerts.

Refund PayPal Disputes – Proactively refund PayPal disputes before they escalate.

2. Alerts Statistics

The Alerts Stats section shows an overview of your alerts:

Total alerts and a breakdown by Ethoca, CDRN, and RDR.

Each stat card displays:

Current total for the selected date range.

% change compared to the previous period (green = improvement, red = increase).

A trend chart.

Clicking a card filters the table to only that network.

3. Filters, Columns & Export

Use the Filter Bar to narrow results and customize the table:

Search – Find alerts by order number, card, or description.

Filters – Show alerts by status (Prevented, Accepted, Processing, Action Required) or by network (Ethoca, CDRN, RDR).

Date Range – Choose preset ranges (Today, Last 7 Days, etc.) or set a custom period.

Amount Range – Filter by minimum and maximum transaction amounts.

Columns – Show or hide table columns to match your preferences.

Export – Download the current table view as a CSV file.

4. Alerts Table

The main alerts table displays individual alerts with the following details:

Source – Platform or processor where the alert originated.

Alert ID / Order # – Identifiers for the alert.

Type – Network type (Ethoca, CDRN, RDR).

Alert Date & Transaction Date – When the alert and transaction occurred.

Refunds – Whether the refund was Automated or Manual.

Card – Issuer and last 4 digits.

Currency & Amount – Transaction details.

Status –

Prevented – Refunded (dispute avoided).

Accepted – Not refunded but flagged.

Processing – Pending automated refund.

Action Required – Needs your attention.

Clicking on a row opens the View Alert Modal.

5. Viewing & Managing an Alert

When you click an alert in the table, the Review Alert window will open. This is where you resolve alerts and send outcomes back to the network.

Step 1: Review the Alert

At the top, you’ll see the source, type, order number, dates, refund status, amount, and card details.

If the alert says Action Required, you must update the outcome.

Step 2: Choose a Refund Status

Use the dropdown under Choose a refund status to mark the alert as either:

Refunded – If the transaction was refunded.

Not Refunded – If no refund was issued (you will need to select a reason).

Step 3: Select a Not Refunded Reason (if applicable)

If you choose Not Refunded, a second dropdown will appear with reason codes. Options include:

Already Refunded (already_refunded)

Used if the transaction was already refunded before the alert was received.

No Flag (not_refunded)

Used when the alert cannot be refunded for a miscellaneous reason (no credit issued).

Can’t Refund – Transaction Declined (declined)

Used when a refund cannot be processed because the transaction was declined, not settled, or unauthorized.

Chargeback (chargeback)

Used if the alert had already escalated to a chargeback by the time it was received.

Can’t Find (cant_find)

Used when the alert cannot be located after both API and manual review.

Can’t Find via API (cant_find_api)

Default when the alert cannot be found via API but hasn’t yet been manually reviewed. Recommended when no manual review process is in place.

Step 4: Confirm the Outcome

Once you’ve chosen the correct option, click Confirm Outcome. This updates the alert and sends the result back to the network.

Step 5: Alert Resolved

After confirmation, the alert status will update to Resolved. You’ll see a green “Resolved” indicator at the top of the window. No further action is required.

Additionally Inside the view alert pop-up, you can add Notes for record-keeping:

Notes are time-stamped and tied to the user who added them.

Useful for documenting why an action was taken.

Only users with permission can add notes.