Verifi Cardholder Dispute Resolution Network (CDRN, or Verifi) lets you resolve chargeback claims in the NS8 platform. We try to prevent chargebacks before they happen. However, if chargebacks occur, they're usually due to non-fraudulent reasons. To resolve pending chargebacks before they become "official" claims on your account and prevent costly fees and penalties, use the Verifi extension.
Verifi chargeback cases
To view a list of all chargebacks that Verifi handles, on the Order Protection menu, select Verifi Chargebacks.
If your Verifi settings are configured correctly, chargebacks filed through your store appear on the Verifi Chargeback Cases page.
Orders placed before you activate Verifi are not eligible for chargeback resolution. Depending on your bank, it can take a few days to several weeks for cases to appear in Verifi. If you have issues with cases appearing in Verifi, please contact your bank.
The following descriptions are for each column on the Verifi Chargeback Cases page. To sort the data in a column, select the column header.
Shows the date and time when a chargeback case will expire. Cases are open for a maximum of 72 hours. If you do not resolve a case within this time, you cannot take further action.
Shows the order number that's associated with a chargeback. To open the Order Review page, select the order number. The Order Review page provides more information about the chargeback claim. If the case is still Open, the Order Review page will have an option for you to try to resolve it.
Provides the status of a chargeback.
Open: The case is available for resolution.
Resolved: You issued a full or partial refund to the customer.
Declined: You declined to refund the customer and provided a reason for doing so.
Expired: More than 72 hours have passed. The chargeback dispute window is closed. Verifi can no longer handle this case.
Shows the original amount of the chargeback. The chargeback amount appears in the same currency as your store's.
Resolve chargeback cases
If a chargeback case is open, you can try to resolve it on the Order Review page.
These actions are available from the Choose an action menu: Full Refund, Partial Refund, and No Refund.
Use this option to refund a customer for the entire cost of their order. This amount is automatically filled in and cannot be changed. To confirm, select Submit and follow the instructions to refund the order in your ecommerce platform.
Use this option to refund a customer for part of their order. You can change this amount. To confirm, select Submit and follow the instructions to refund the order in your ecommerce platform.
Use this option to reject a customer's request for a refund. From the menu, select a reason. To confirm, select Submit and follow the instructions to refund the order in your ecommerce platform.
To configure Verifi in NS8, go to the Settings page. In the Verifi pane, under NS8 Extensions, select View Settings.
Includes information about your billing plan for the Verifi extension.
Turn the Verifi extension on and off. If Verifi is turned on and your settings are configured correctly, Verifi automatically creates cases for pending chargebacks. If Verifi is turned off, all Verifi features are unavailable.
Merchant Account Details
Enter details about your store. The information in this section must be correct for Verifi to function as intended. For help, select Live support to contact us.
Merchant Name: The name of your store or business. This information must be the same name that appears on your payment processor account.
Descriptor Name: The name of the descriptor associated with your account. This information must be the same name that appears on your payment processor account. If you have multiple descriptors, enter each name separately.
Descriptor Contact: The contact information for the descriptor associated with your account. Each descriptor should have its own contact. Typically, this is the contact's phone number.
If you have multiple descriptors associated with your store for different processors or accounts, list them in the NS8 platform. For example, John's Goods and John's Goods International.
Acquirer Bank Name: The name of the bank that's associated with your payment processor account.
Verifi only manages chargeback cases for orders associated with certain banks, mainly located in the U.S. This list is continually expanding. Some banks only support chargebacks for fraud or non-fraud coverage. Other banks support both. If you have any questions or want to know if Verifi supports your bank, contact us with your Bank Identification Number (BIN) and the order number of any pending chargebacks.