Disputes - Alert Handling

Summary

There are different kinds of Alerts and with that, different ways to handle what type of alert should be refunded. Sublytics makes it easy to differentiate when processing alerts - should a refund occur from Sublytics to the Gateway or not. You can easily define this in the Alert process. 

By default, Sublytics will not allow for multiple alerts on a single transaction.

Opt-in to allow for multiple alerts on a single transaction, using logic to dictate that any subsequent alert will not trigger a refund form Sublytics to the Gateway.

With the adoption of RDR's, Sublytics has expanded to allow for additional Alert reporting by allowing multiple alerts on a single transaction. This is an opt-in option for additional alert visibility within the analytics. 

Data Delay

RDR transaction data has a day delay, thus allowing for an RDR to have happened and an Ethoca to also occur. While Sublytics can only add validation logic if the RDR is submitted to Sublytics prior to the Ethoca alert, we can provide analytics between both. *At the time of this article, real time API was not available from Verifi.

In this article you will find: 

1. 1. 1. How to mark an Alert With Refund (Ethoca)
      2. How to mark an Alert With No Refund (RDR)
      3. Sublytics Validation Logic Opt-in

Marking an Alert with a Refund

For report and handling best practices surrounding an Alert type where a refund should be triggered to the Gateway, passing refund_transaction as 1 and code as {alert provider} will adequately allow for Sublytics to handle and report correctly for these alerts. 

An alert use case would be that of an Ethoca alert, where the customer needs a refund issued through the gateway.

Utilizing the API:  /transaction/doAlert

Request Example:

{ "user_id": "{userid}",
"user_password": "{password}",
"transaction_id": "{transaction_id}",
"refund_transaction": 1,
"amount": {transaction_total},
"date": "{date}",
"code": "{alert provider}",
"alert_case_id": "{case ID}",
"cancel_all_customer_order_offer": "1"
}

Within Sublytics UI

In Sublytics, once you are on the charge transaction, from the dropdown select "Mark as Alert" 

Refund Transaction: Check Yes
Date: Set date of the Alert
Code: Enter the alert provider, example: Ethoca

Alert Case ID: Add the case ID of the alert for reference
Cancel all customer order offers: Check Yes

Marking an Alert with No Refund

For report and handling best practices surrounding an RDR Alert type, passing refund_transaction as 0 and code as RDR will adequately allow for Sublytics to handle and report correctly for RDR alerts. 

An alert use case would be that of an RDR alert, where the customer refund is issued outside of the gateway.

Utilizing the API: /transaction/doAlert

Request Example:

{ "user_id": "{userid}",
"user_password": "{password}",
"transaction_id": "{transaction_id}",
"refund_transaction": 0,
"amount": {transaction_total},
"date": "{date}",
"code": "RDR"
"alert_case_id": "{case ID}",
"cancel_all_customer_order_offer": "1"
}

Within Sublytics UI

In Sublytics, once you are on the charge transaction, from the dropdown select "Mark as Alert" 

Refund Transaction: UnCheck = No
Date: Set date of the Alert
Code: Enter the alert provider, example: RDR

Alert Case ID: Add the case ID of the alert for reference
Cancel all customer order offers: Check Yes

 

Sublytics Validation Opt-In

Sublytics has opt-in logic setup to account for multiple alerts that happen to a single transaction. By opting in to this setting, you will now have visibility to see all alert transactions that are happening, without applying duplicate refunds to that transaction.

NOTE - if a RDR comes in to Sublytics after an alert that has been refunded, there is no logic that can get in front that RDR. 

Business Use Case

An RDR happens and then an Ethoca alert also happens. Since the Gateway does not know about the RDR there could be double refunding.

We want a way to set logic so there are as minimal scenarios of multiple refunds happening on a single transaction, while also adequately reporting on how often this may occur. 

To opt-in to Sublytics Alert Logic

1. Navigate to Company Profile and check Sublytics Alert Management
2. by checking Sublytics Alert Management, you will opt in to have Sublytics Logic handle multiple alerts

Once opted in, the following logic will apply: 

1. /doAlert API call comes in from external resource
2. Sublytics will check the following:
   1. Check if refund = True
   2. Check if parent transaction has an existing Alert or Chargeback
   3. If #1 and #2 are true: 
      1. Sublytics will not issue the refund to the Gateway
      2. Sublytics will set the alert transaction total = $0 (for reporting, to not over-report on alerted revenue)

Use Case Examples:

RDR is submitted, then Ethoca

RDR will be marked, based on the API logic a refund will not happen within Sublytics

Ethoca alert will be flagged as an alert, however no refund will be submitted.

Sublytics will show 2 alerts for this transaction and the Alert Revenue will = that of the RDR Alert Revenue

Ethoca is submitted, then RDR

Ethoca will be marked, based on the API logic a refund will happen within Sublytics and hit the gateway

RDR alert will be flagged as an alert, however no refund will be submitted, as this happens outside of the gateway.

Sublytics will show 2 alerts for this transaction and the Alert Revenue will = that of the Ethoca Alert Revenue + RDR Alert Revenue