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Product Manual

Your one-stop shop for the details of everything related to our solution.

Representment

In this guide, we will cover the following:

Signifyd’s Chargeback Representment Policy

At Signifyd, our goal is to protect merchants against chargebacks associated with fraud or unauthorized charges. Occasionally, when we review a chargeback that was submitted to us for reimbursement, we conclude it may be a case of friendly fraud, where the customer actually purchased and received the order but still filed a chargeback with a fraud reason code.
In these situations, Signifyd may choose to challenge the chargeback on your behalf, per our terms of service.
If the chargeback you’re requesting reimbursement for meets our reimbursement criteria, and we choose to challenge the chargeback, the following will happen:

  • You’ll still be reimbursed for the eligible chargeback per our standard timeline. We won’t hold back reimbursement on an eligible chargeback.
  • We may ask for more supporting documentation from you to build a stronger case.
  • We’ll submit a response to the chargeback and update you when we receive a result. (Should you be alerted of the result before us, you’ll need to notify us.)

Note that we’ll only challenge chargebacks that have both met our reimbursement criteria AND are suspected of being friendly fraud. (In other words, we’ll only challenge chargebacks with a reason code of fraud or unauthorized charges that we suspect may truly be a case of friendly fraud.)
If you already dispute chargebacks on your own, you’re not obligated to let us contest suspected friendly fraud chargebacks on your behalf; however, you must notify us if you successfully challenged a chargeback for which we already paid you a reimbursement, so that we may invoice you the recovered funds.

Friendly Fraud and Why We Challenge

Friendly fraud is a form of chargeback abuse, where the customer actually purchased and received the order, but chose to file a chargeback dishonestly by claiming, for example, they never authorized the purchase or didn’t receive the order. It’s a particularly difficult type of fraud to preemptively detect, because the purchase is actually a legitimate purchase made by the authorized cardholder.
Signifyd advocates for challenging these chargebacks because once a customer receives free merchandise from a particular merchant by abusing the chargeback process, they’re likely to continue targeting the merchant.
Ultimately, challenging friendly fraud chargebacks protects your brand and your reputation with both your processor and the banks involved. It also discourages dishonest buyers from further targeting your store and abusing the chargeback process.

How Representment Works

When our investigations team has concluded that a chargeback submitted for reimbursement may be a case of friendly fraud, Signifyd will step in and manage the representment process to dispute the chargeback.
Below is how representment works:

  1. A merchant submits a claim for an Eligible Chargeback, following the criteria in the Reimbursement Policy.
  2. Signifyd’s claims team reviews the claim, and if it agrees that it is an Eligible Chargeback, approves the reimbursement as a Chargeback Payment.
  3. Signifyd’s investigations team separately reviews reimbursed chargebacks, and in our sole discretion, identifies those that are good candidates for representment. (Note: we won’t necessarily challenge a given chargeback because a merchant has requested it.)
  4. The merchant is notified via email that Signifyd plans to fight the chargeback, and gathers relevant information from the Signifyd console, various third party data sources and the merchant’s e-commerce platform (if access was shared, as described below) to build a case that the order was indeed authorized and received by the customer. The investigations team may also request additional information from the merchant to help with the case.
  5. Signifyd responds to the chargeback case through the applicable platform with the processor.
  6. If Signifyd is
    1. successful in disputing the chargeback, the bank that issued the chargeback will return the funds that were originally debited from the merchant’s account according to their policies, called a Chargeback Reversal. Merchants will need to notify us within seven (7) days of receiving it, and we will add this amount to their monthly invoice in accordance with our billing policy, to recoup our reimbursement.
    2. not successful in disputing the chargeback, the original reimbursement, the Chargeback Payment, remains with the merchant.

If we haven’t heard from the merchant or processor after sixty (60) days from the representment date, or when the case is closed, we’ll contact the processor for more information on the chargeback and update the merchant with the outcome.

Documents We Need for Representment

Depending on whether or not we already have access to the below information, we may request some or all of it to assist us in challenging the chargeback on the merchant’s behalf.
Here’s an example of documents we may request:

  • sales invoice
  • transaction details including AVS and CVV/CVC response codes
  • copies of customer communication relating to the order (like email, chat logs, text messages or other forms of communication)
  • proof of delivery (with signature, if available)
  • copy of order confirmation sent to the buyer
  • copy of shipment confirmation sent to the buyer
  • whether the customer created and maintains an account with your store - if so, please provide details and screenshots of account information
  • whether you received the merchandise back
  • whether you provided a replacement and/or return label

Sharing Access for Representment

In order to facilitate chargeback representment, we may ask you to provide the investigations team with limited access to your platform or processor portal, so that we can automatically collect the relevant information and submit the representment documents on your behalf.
While you’re not required to share limited access to your portal for us to represent you, by giving us access, we can automate the representment process so you have fewer time-sensitive action items, and we will respond to chargebacks more quickly and effectively.

Adyen

You can share access to your Adyen portal by granting a Merchant dispute management role to chargebacks@signifyd.com.

See Adyen’s “Add a new user” page for instructions:

  1. Log in to the Customer Area using your company-level account.
  2. Navigate to Account > Users.
  3. Click Add new user.
  4. In the Contact Details pane, enter the following:
    • Title: Signifyd Chargebacks
    • Name: Signifyd Chargebacks
    • Email: chargebacks@signifyd.com
  5. In the Roles and Associated Accounts page, select Merchant dispute management role

If you have questions about the representment process, please reach out to our support team or your dedicated client services manager.

American Express

You can share access to your American Express by granting restricted access to the Merchant Account section of your American Express portal with chargebacks@signifyd.com.

See Creating a User page for instructions:

  1. Login to merchantaccount.americanexpress.com
  2. Go to My Account > User Administration
  3. Click on the Create tab
  4. On the Create User screen, complete the form with the following details:
    • User name: chargebacks@signifyd.com
    • First Name: Signifyd
    • Last Name: Chargebacks
    • Email address: chargebacks@signifyd.com
    • Roles: Other

    American Express Create Account

  5. Click Continue and Save

Braintree

You can share access to your Braintree portal by granting restricted access to the Dispute Management section of your Braintree portal with chargebacks@signifyd.com.

See Braintree’s “Managing Users and Roles” page for instructions:

  1. Log into the Control Panel.
  2. Navigate to Settings > Users and Roles > New User.
  3. Enter chargebacks@signifyd.com as the new user's email address.
  4. Select View, manage and contest disputes (under Dispute Management) as the desired role for this user. (See the full list of role permissions here.)
  5. Choose which Merchant Account ID(s) this user will have access to.
  6. Click Create User.

Chase Paymentech

Managing chargebacks through Chase Paymentech’s Resource Online is optional through Online Chargeback Management system. Make sure that this option is added to your merchant account in order to allow Signifyd an option to view and respond to your chargebacks electronically.

To add Online Chargeback Management system, please call Chase Merchant Services at 888-886-8869. Then add an account for Signifyd Chargebacks with the following details:

  • Username: chargebacks@signifyd.com
  • Full Name: Signifyd Chargebacks
  • Email: chargebacks@signifyd.com
  • Phone: +1 650-285-5440 ext. 600

If you have questions about the representment process, please reach out to our support team or your dedicated client services manager.

Clientline

In order to proceed with Representment for your BusinessTrack.com/Clientline/First Data account, we will need limited access to your platform to collect relevant information and submit the representment documents on your behalf. The following functions need to be enabled:

  • Dispute Manager
  • eResponse

You can create an account for chargebacks@signifyd.com here. As you are creating a new user within your merchant account, an enrollment process is required to provide us with the access needed. We will receive a User ID upon approval which we’ll need to activate so it’s important that we have the right contact details provided during enrollment:

  • Merchant #: [your merchant account number]
  • First Name: Signifyd
  • Last Name: Chargebacks
  • Zip / Postal Code: 95131
  • Phone Number: +1 650-285-5440 ext. 600
  • Email: chargebacks@signifyd.com
  • Security Question:
  • Security Question Answer:

Please send the answer to the security question to the same email address so that we’re able to activate the account.

If you prefer, you can also contact your account manager at BusinessTrack.com/Clientline/First Data to create the new user for you but provide them with the information above.

If you have questions about the representment process, please reach out to our support team or your dedicated client services manager.

Discover

You can share access to your Discover by granting restricted access to the Discover eCentral section of your Discover portal with chargebacks@signifyd.com.

See instructions below:

  1. Login to the discoverecentral.com
  2. Go to Administration > User Administration
  3. From the User Administration, you can either clone an existing user or create a new user from scratch. To clone a user, click the Clone link to the left of that user’s name in the user grid.
    Discover Create Account 1
  4. A pop up screen will appear when cloning an existing user - complete the form with the following details:
    1. User’s email: chargebacks@signifyd.com
    2. User ID: SignifydChargebacks
      Discover Create Account 2
  5. Click Submit
  6. eCentral will generate a system email that contains a link where the user complete self-registration.Discover Create Account 3
  7. To invite a new user to eCentral, click the Invite a New User button. You’ll be prompted through a workflow that will allow you to set the new user’s access.Discover Create Account 4
  8. The first step of the Invite User workflow is setting the entity access, the merchant number(s) or set manager number(s) to which that user will have access.
  9. The second step of the Invite User workflow is to select applications for the user.
  10. The third step of the Invite User workflow is to select special functions for this user.
    1. Standard User
  11. The fifth and final step of the Invite User workflow is to enter the new user’s email address and click “Submit”
    1. Email address: chargebacks@signifyd.com
      Discover Create Account 5
  12. eCentral will send out an email to complete registration.

Global Payment

You can share access to your Global Payments by granting restricted access to the Reporting Global Pay section of your Global Payment portal with chargebacks@signifyd.com.

See Creating a User page for instructions:

  1. Login to the reporting.globalpay.com
  2. Navigate to ADMINISTRATION> Click USER MANAGEMENT in the sub-menu.Global Payment create account 1
  3. To create a new User, click on ‘Add New User’ on the ‘User Management’ screen. Global Payment Create User
  4. On the ADD USER screen, fill out the following fields on the form with the following details:
    1. User name: chargebacks@signifyd.com
    2. First Name: Signifyd
    3. Last Name: Chargebacks
    4. Email address: chargebacks@signifyd.com
    5. Roles: Administrator
    6. On the ‘Add User’ screen you can add the ‘Automatic Password Reset’ functionality to the user’s role by enabling the tick box option.
  5. Click “SAVE & SEND EMAIL
  6. User Registration Process
    • Once a user is created a registration email will be sent to the user’s email address.Global Payment Create Account 2

Moneris

You can share access to your Moneris Merchant Resource Center by granting chargebacks@signifyd.com with limited access to the Merchant Direct section of your Moneris portal.
Moneris create account user 1
Step 1: Adding a new user account:
Follow the steps below to add a new user account to your Merchant Resource Center store under Merchant Direct:

  1. On the menu bar, click Admin > Add User.
    Moneris create account user 2
  2. In the User Information area, do the following:
    1. First Name: Signifyd
    2. Last Name: Chargbacks
    3. User name: chargebacks@signifyd.com
    4. Email address: chargebacks@signifyd.com
  3. In the Temporary Password and Confirm Temporary Password fields, enter the new user's password.
    • Note: The new password must adhere to these restrictions (password fields are case sensitive): include 7-16 characters; start with a letter; contain a number; and cannot be the same as the previous 4 passwords. When the new user signs into the Merchant Resource Center for the first time, they will be prompted to change their password.
  4. Click on the Save User button.

Moneris create account user 3Step 2: To enable one or more user permissions:

  1. Select Reporting and Transaction Permissions of administrative access
  2. Click on the Save Permissions button.
  3. Select Merchant Level to provide us with administrative access
  4. Click on the Save Level button.
  5. When the Success message displays above the button, the operation is complete.

PayPal

You can share limited access to your PayPal portal by granting a dispute specialist role with access to the Dispute Resolution Center to chargebacks@signifyd.com.

See PayPal’s “How do I add users to my PayPal account?” page for instructions:

  1. Log in to your PayPal Business Profile.
  2. Navigate to Profile and settings > My settings.
  3. Click Get started in the Manage users section.
  4. Click Add user.
  5. Enter User information and Create User Login Information.
    Paypal create user 1
  6. Select Process refunds for permission to Dispute Resolution Center.
    Paypal create user 2
  7. Click Save.
  8. Please share User Login Information > User ID and Password to chargebacks@signifyd.com

Paysafe

You can share access to your Paysafe Back Office by granting restricted access to the Merchant Back Office section of your Paysafe portal with chargebacks@signifyd.com.

See Creating a User page for instructions:

  1. Login to the Merchant Back Office.
  2. Navigate to Settings > Click User Administration in the sub-menu.
    Paysafe create user 1
  3. Click the link to add a new user
    Paysafe create user 2
  4. On the Create User page, fill out the following fields on the form with the following details:
    • User name: chargebacks@signifyd.com
    • Name: Signifyd Chargebacks
    • Status: Enabled
    • Email address: chargebacks@signifyd.com
    • Roles: From the drop-down list, select Activity Reports > Reports > Chargebacks
    • Account(s): From the drop-down list, select the account(s) that you are sharing access to
      Paysafe create user 3
  5. Click Create.

If you have questions about the representment process, please reach out to our support team or your dedicated client services manager.

Shopify

You can share access with our team by creating a Shopify staff account with limited permissions for chargebacks@signifyd.com. See Shopify’s “Adding and removing staff accounts” page for instructions:

  1. From your Shopify admin page, go to Settings > Account.
  2. In the Staff accounts section of Accounts and permissions, click Add staff account.
  3. Enter the following:
    • First Name: Signifyd
    • Last Name: Chargebacks
    • Email: chargebacks@signifyd.com
  4. Uncheck the box labeled “This staff account will have full permissions.”
  5. Check the following boxes: Orders, Products, Customers and Settings. Uncheck everything else.
    Shopify access
  6. Click Send Invite.

Stripe

You can share access to your Stripe portal by granting restricted access for a support specialist role to chargebacks@signifyd.com.

See Stripe’s “Can I invite other team members or my developer to join my Stripe account?” page for instructions:

  1. Log in to your Stripe account.
  2. Click on Business Setting > Team, then + New User.
  3. Enter chargebacks@signifyd.com as the email address.
  4. Select Support Specialist.
  5. Click Invite.

Total System Services (TSYS)

In order to manage chargebacks in TSYS, you will need to register for a Translink portal account.

  1. Register for a TransLink account here.
  2. Complete the following fields with the appropriate information:
    1. Merchant ID #: This can be found on your monthly statement.
    2. Requested Password: Enter a password - make sure to follow the requirements set forth by TransLink.
    3. Contact Email: Enter the email address: chargebacks@signifyd.com
    4. Verify By: Select DDA/SS#/Tax ID (numbers only, no spaces or dashes): Enter the bank account listed on your Merchant Account Application
  1. Once you have completed registration for an account with TransLink, please send your 16 digit Merchant ID and Password, to chargebacks@signifyd.com.

Vantiv IQ Access

You can share access to Vantiv iQ by granting chargebacks@signifyd.com with restricted access to the AccessMyiQ Vantiv portal.

  1. From the User Administration screen, select Invite A New User.
    Vantiv IQ create account user 1
  2. Select the access level and click Next .
    Vantiv IQ create account user 2
  3. Select Applications: Transaction Search and Disputes, click Next.
    Vantiv IQ create account user 3
  4. Skip selection for Special Function and click Next .
    Vantiv IQ create account user 4
  5. Select Reports for the user. Click on (+) to expand all reports within a certain category; click on () to close that category. Note that if you select the checkbox of a report category, all of the reports under that category will be auto-selected. After you've selected the correct report (s) which the user needs access, click Next .
    Vantiv IQ create account user 5
  6. The last step is to enter the user's email address and click Submit.
    Email address: chargebacks@signifyd.com .
    Vantiv IQ create account user 6

Worldpay

You can share access to Worldpay Dispute Resolution Centre by granting a Merchant chargeback analyst and Manage reporting and DEU roles to chargebacks@signifyd.com.

See Worldpay’s “Create a New User” page for instructions.

Add User
  1. From the Welcome screen, select Client > User.
  2. Scroll down to the bottom of the screen > click Add to display the USERS (ADD) screen.
  3. Complete the fields with the following information:
    • Username: chargebacks@signifyd.com
    • Full Name: Signifyd Chargebacks
    • Email: chargebacks@signifyd.com
    • User role: Merchant - disputes and Manage - reports
  4. Create a password (we can update this later) > make sure to follow the requirements set forth by Worldpay.
  5. In the Locale drop-down list, select en_US.
  6. In the Time Zone drop-down list, select Pacific.
  7. In the Phone field, type: +1 650-285-5440 ext. 600
  8. In the Status drop-down list, click the active status > also select the Password Change Required status.
Roles
  1. Select the following roles:
      • Merchant chargeback analyst
      • Merchant reporting and DEU
  2. Use the Control key on your keyboard to select multiple roles > once the roles above are selected, click the right arrow.
  3. Click Save.

If you have questions about the representment process, please reach out to our support team or your dedicated client services manager.