Show guide navigation

Home Support Guides Worldpay Dispute Resolution Centre Guide

Chargebacks Analyst Success

The Chargebacks Analyst Success report shows the performance of each analyst on chargebacks over a period of up to 90 days.

Use the report to measure the quality of an analyst’s work, showing the number and monetary amount of disputes worked and lost over a given period of time. Once the data is aggregated, we calculate the analyst's performance by dividing the disputes found in your favour by the disputes the analyst worked on.

The performance details are:

• Number of transactions opened

• Number of transactions resolved

• Average time to resolve a transaction

• Count and amount of transactions resolved as Accepted

• Count and amount of transactions resolved as Represented

• Count, count percentage, amount, and amount percentage of disputes lost, up to the date the report was run

This report only includes disputes resolved with following resolutions:

• Accept Retrieval

• Accept Chargeback

• Manual Review Complete

To access this report:

1. From the Reports menu, click Enterprise Reports. The Enterprise Reports screen appears.

2. Click Chargebacks Analyst Success. The Chargebacks Analyst Success report screen appears.

To set up and run this report:

1. Select a data source from the Available list. Use the arrow buttons to select one or more data sources and place them into the Selected list. If you want a specific data source, it may be faster to type its name, or partial name in the Data Source field and select it from the Available list.

2. Select Worldpay from the Data Type drop down list.

3. Select the chargeback attribute, or attributes from the Attribute drop down list. The attributes are:

   1. CB_Brand: Card issuing bank, such as Visa, MasterCard, and American Express.

   2. CB_Dispute Type:  The dispute stage based on the card network rules being reported. Retrieval is a non-financial dispute type, such as a request for information about a payment transaction. A chargeback is a financial dispute which occurs when a credit card holder contacts their card-issuing bank to dispute the transaction.

   3. CB_Fraud Type: After the dispute is reviewed by an analyst, fraud type is used to indicate the actual fraud state of the original transaction. The Fraud Type can also be used to update the original order and to tell the system which data points need to be added to the Negative file and at what strength through automation. Example: Hostile Fraud, Friendly Fraud, or Not Fraud

   4. CB_Processor: Your processor or acquiring bank, for example American Express, Chase Paymentech, First Data, and so on.

   5. CB_Reporting Group: A rolled up value applied to multiple reason codes in the system that limits the number of lines of reporting and groups similar reason codes together. A reporting group is directly related to the reason code provided by the bank and reflects aggregated values.

   6. CB_Actual Dispute Reason Code: A code that you add that shows why the customer disputes the charge.

4. Select the column from the Amount Column drop down list. The amount is either the:

   1. Host Disputed Amount: This is the disputed amount received from the acquirer in the original currency. Use it if you feed a single currency into the DRC system for chargebacks.

   2. Converted Disputed Amount: This is the value of the dispute once the host disputed amount has been converted into your standard reporting currency. Use this amount column if you feed multiple currencies into the DRC system for chargebacks.

5. Select the date column from the Date Column drop down list. The date column lists the date information for the various chargebacks, for example the chargeback transaction date. It is not the date range of the report itself. The dates columns are:

   1. Resolved time: The date that the transaction was resolved.

   2. CB_Transaction Date: The date of the chargeback transaction.

   3. CB_Disputed Date: The date the chargeback was disputed.

   4. CB_Load Date: The date the dispute was imported into the DRC.

6. Select a time period from the Date Period fields. The maximum length of time is four months. If you choose specific days, select 00:00 for your start date time and 23:45 for your end date time to ensure you get all the data for the dates selected.

7. You must click the Scheduling checkbox. If you want to run this report just one time, select the Schedule one time, as soon as possible option. If you want to run the report at regular intervals, select the Repeat, using the following options option.

8. In the Scheduling area, select the encryption key from the drop-down list. For more details see the Encryption Keys screen.

9. Enter a name of the report in the Name to use for report.

10. Select the encryption key to use from the Key to use to encrypt report file drop down list.

11. You can also select who receives a notification that the report is ready. You can select specific people, specific email addresses, or roles that one or more people do.

12. Select the output format of the report from the Output drop down list. Select HTML to display the report online, pdf for a report in portable document format, or CSV for an output form that is suitable for applications like Microsoft Excel.

13. When you have set up your report, click Submit to run the report.

Note:  To produce this report, the system extracts the data from the Resolution History virtual table and the Accertify Chargeback Management (ACM) virtual table. As the report merges data taken from two locations, the report may contain duplicate resolutions.

How to interpret the data

Guide feedback? Email us at: guides@worldpay.com

© Worldpay 2019, LLC and/or its affiliates. All rights reserved.