Chargeback Management (CBMS) Onboarding

Welcome to Chargeback Management

We're thrilled to introduce you to our Chargeback Management System (CBMS), a powerful solution designed to simplify and enhance your chargeback operations. At Riskified, we believe that managing disputes shouldn't be a burden, and with CBMS, you gain unprecedented control and visibility over your chargeback process, all from a single, intuitive platform. Welcome to a smarter way to manage chargebacks! 

• If you are a prospective merchant, you can learn more about our product by getting in touch with your dedicated Account Manager or our Sales team at sales@riskified.com.
• If you are a partnered merchant who is starting to use CBMS, welcome! You’ve come to the right place. Below you will find an overview of the product, along with links to instructional guides to get you started.

What is Chargeback Management?

As an extension of your existing Control Center features, our CBMS platform offers a dedicated and comprehensive view of all your chargebacks. It provides full visibility into every chargeback detail, dispute activity, status tracking, and critical performance metrics like your win rates. This means you can stay informed and proactive, ensuring no chargeback goes unnoticed. 

Full Access

CBMS is more than just a dashboard; it's the central hub for our Dispute Resolve and Early Alert products. We designed CBMS alongside these products so that we can adapt to your unique operational preferences, offering both hands-on and hands-off approaches to chargeback handling. To learn more about each of these products, please see:

• Dispute Resolve
• Early Alerts (coming soon)

Even more, CBMS works in tandem with our signature Chargeback Guarantee product and can show you Riskified’s recovery rate when disputing chargebacks on your guaranteed fraud orders.

View Only Access

A limited version of CBMS is available for all merchants and will provide you with access to the Dispute Performance Overview dashboard, All Chargebacks table, and Chargeback Details pages.  

If this feature isn't yet active for your account, please reach out to your Account Manager or Customer Support to enable it.

Note: This view only access does not include dispute actions, the custom CE Editor, the ability to upload/submit CEs to the gateway, or to do task assignment. This is only available to our merchants who are use the semi-automated flow under Dispute Resolve.

Chargeback Management Integration

CBMS seamlessly integrates with your existing systems to provide a cohesive chargeback management experience. CBMS automatically populates with new chargebacks received from any source (chargeback gateway integrations, chargeback API, CSV upload, Control Center manual submission).

Chargeback Data Capture

CBMS is optimized for our merchants who choose to do Chargeback Gateway Integrations (CGI), which automates chargeback submission and disputing. The common gateways under CGI are Adyen, Braintree, PayPal, Shopify, and Stripe. We also support 30+ other gateways, and you can reach out to your Account Manager or our Sales team for more information about your integration needs and how Riskified can help.

Order Data Capture

An important requirement for CBMS integration is capturing the original order data directly from the merchant's side, in addition to the associated chargeback data we receive from the gateway.

Once we integrate with your gateways and automatically receive chargeback updates, our system will immediately begin matching and linking these updates with their original orders. This link is essential for reconciling information and accurately tracking the full transaction lifecycle. It's important to note that these orders don't have to go through Riskified's fraud review; simply having them captured in our system is enough. Essentially, our CBMS platform operates as a standalone application, meaning it also includes chargebacks from orders not covered by the Chargeback Guarantee product.

In summary, you want to ensure that you're sending Riskified all orders for which you'd like to see chargebacks on (if any) in CBMS.

Get Started: Chargeback Management Instruction Guides

Ready to dive in? Here are the basics of CBMS. Note: You must be signed into your Zendesk Help Center account in order to access these resources.

• Performance Metrics
• Data Filters
• Export Data
• User Management