Dispute Notifications
Notifying Forter of chargebacks and fraud alerts is extremely important because it enables Forter’s system to learn and continually improve future decisions, tailoring our system to your company’s needs. It is also required for Chargeback Recovery and coverage services to make sure Forter knows which chargebacks have been submitted and should be reimbursed or appealed.
Include processor-specific IDs in your Order API request
When your PSP sends the dispute information to Forter, they will generally include a unique ID specific to their system and may not include the same order ID that was provided in the initial call to Forter's Order API.
Be sure that your Order API request includes this processor-specific ID in the paymentProcessorData object. This will allow Forter to connect the dispute to the existing order in our system.
Choosing the Correct Dispute Notification Method
Forter supports four different ways to send us your chargebacks from your PSP. The most efficient way to do this is by setting up dispute webhooks between your PSP and Forter.
Setup a Webhook per PSP
Forter can support and accept dispute webhook notifications from Adyen, Braintree, Checkout.com HUB, Checkout.com NAS , PayPal. Primer, and Stripe.
For each of your PSPs, follow the instructions to set up a dispute webhook. Webhook configurations are mandatory for processors that offer webhook capabilities.
Once implemented, save the webhook credentials to a .txt file with the file naming convention "JCBR-yourSiteName-processorName" (e.g. "JCBR-TShirtsExpress-Primer") and upload it securely to your S3 folder. Please notify your Forter Implementation Engineer once you have uploaded these files.
Send notifications via SFTP
If any of your PSPs are not supported through webhooks, and your processor (including but not limited to Amex, Chase, or Evalon) supports granting Forter the necessary permissions, we can automatically retrieve your new chargeback SFTP files when they become available.
Don't hesitate to contact your PSP's representative to check whether they support SFTP chargeback files.
Send notification via Dispute API
If any of your PSPs are not supported through webhooks, use the Dispute API to send each notification, with the following information.
Data Point | Parameter | Notes |
|---|---|---|
Order ID | orderId | Include the orderId value you sent with the initial order |
Processor name | processorName | Include the processorName value you sent with payment authorization |
Processor transaction ID | chargeId | Include the processorTransactionId value you sent with payment authorization |
Case ID | processorChargebackCaseId | |
Dispute type | type | |
Dispute status | status | |
Amount | amount | |
Reason | reasonType and reasonCode | |
Issue Date | issueDate | |
Due Date | dueDate | |
Source | sourceType and sourceDetails | |
Dispute API request example
{
"orderId": "4306795",
"processorChargebackCaseId": "CB-4343343219",
"status": "OPEN",
"externalClaimStatus": "pending merchant response",
"amount": {
"amountUSD": "99.95",
"amountLocalCurrency": "105.55",
"currency": "CAD"
},
"additionalCost": {
"amountUSD": "99.95",
"amountLocalCurrency": "105.55",
"currency": "CAD"
},
"type": "CHARGEBACK",
"sourceType": "PROCESSOR_CB",
"sourceDetails": "UPS",
"reasonType": "FRAUD",
"reason": "Fraudulent Transaction: Card Not Present Environment",
"reasonCode": "83",
"issueDate": "2016-01-20",
"dueDate": "2016-01-30",
"goodsRecovered": false,
"wasRefunded": false,
"invoiceURL": "mystore.com/invoices/abc123",
"comments": "Contacted customer via phone"
}
'Dispute API response
The response details whether or not the dispute was received successfully. Chargebacks will also show on the original transaction in the Forter Portal and can be included in relevant claims reporting in the portal as we
S3 CSV File Upload
If webhooks, SFTP, or Dispute API are not feasible solutions, then we can explore setting up CSV uploads to Forter on a frequent cadence.