Chargeback Report
Chargebacks
The Transactional Chargeback Report provides a detailed record of individual chargeback transactions processed through the EBANX platform. This report is used for chargeback reconciliation, dispute management, customer support queries, and operational monitoring. Each chargeback is shown as a separate line item with complete information about both the chargeback itself, its associated payment transaction, and dispute status.
| Field | Format | Description | Example | Edge Cases |
|---|---|---|---|---|
| COUNTRY | 2-letter ISO 3166-1 alpha-2 country code (lowercase) | Two-letter country code where the payment was processed | br, mx, ar, co | Always populated; determines regulatory requirements for dispute handling |
| ORDER_NUMBER | String (optional, non-unique) | Merchant-provided order reference number from the original payment | ORDER-12345, ORD-789456 | Can be null; multiple chargebacks can share the same order_number |
| CURRENCY_CHARGEBACK | 3-letter ISO 4217 currency code | Currency code for the chargeback amount | USD, BRL, EUR, MXN | Always populated; typically matches local currency for domestic transactions |
| AMOUNT_CHARGEBACK | Decimal number with 2 decimal places | The monetary amount of the chargeback after accounting for any refunds, payment.amount_ext - SUM(refund.amount_ext) | 150.75, 40.00 (after partial refund) | Amount is reduced by confirmed refunds; can be less than original payment |
| CHARGEBACK_CODE | String in format "XXXX/XX" | Code that identifies the reason category for the chargeback | 0000/02, 4863/00 | May be 0000/00 for empty reason codes; format varies by acquirer |
| DESCRIPTION | String (cleaned for CSV compatibility) | Detailed text explanation of the chargeback reason or dispute details | Unauthorized transaction customer denies making purchase | Can be empty or default text like "Reason code not available" |
| REVERSED | String ("Yes" or "No") or empty string | Indicates whether the chargeback has been reversed (merchant won the dispute), IF(reversal.id IS NOT NULL, 'Yes', 'No') | Yes, No, `` | Empty string for chargebacks without reversal records (pending disputes) |
| SETTLEMENT_DATE | Date string (YYYY-MM-DD) or null | Date when the chargeback was included in a settlement | 2024-10-25, null | Null for chargebacks not yet settled |
| SETTLEMENT_CODE | String in format "HEX(merchant_id)-code" | Human-readable unique identifier for the settlement | 54A9-SET-BR-240915-001 | Empty string for unsettled chargebacks; format varies by merchant |
| CHARGEBACK_DATE | Date string (YYYY-MM-DD) | Date when the chargeback was initiated by the card network or acquirer | 2024-10-24, 2023-11-15 | Always populated; represents official chargeback notification date |
| CHARGEBACK_REGISTER_DATE | DateTime string (YYYY-MM-DD HH:MM:SS) | Date and time when the chargeback was registered in the EBANX system | 2024-10-24 14:30:15 | Always populated; may differ from chargeback_date due to processing delays |
| PAYMENT_HASH | Hexadecimal string (48 characters) | Unique EBANX payment hash identifier for the original payment | 54154bb...44a4ac | Always populated; immutable after payment creation |
| CURRENCY_LOCAL | 3-letter ISO 4217 currency code | Local currency code of the payment's processing country | BRL, MXN, ARS, COP | Always populated; matches country's primary currency |
| PAYMENT_AMOUNT_LOCAL | Decimal number with 2 decimal places | Original payment amount in local currency | 543.10, 1250.00 | Represents full payment amount before any refunds |
| PAYMENT_CONFIRM_DATE | DateTime string (YYYY-MM-DD HH:MM:SS) | Date and time when the original payment was confirmed | 2024-10-24 14:22:30 | May be null for unconfirmed payments; timezone varies by merchant configuration |
| CREDIT CARD BRAND | String | Name of the credit card network/brand used for the transaction | VISA, MASTERCARD, AMEX, ELO, HIPERCARD | Populated only for credit card transactions; null for other payment types |
| INSTALMENTS NUMBER | Integer | Number of installments for the payment. | 1, 3, 12 | Special handling for e-wallets (may show "Not available"). |
| CUSTOMER NAME | String (UTF-8 encoded) | Full name of the customer | CUSTOMER MOCKED, ********** | Can be masked with asterisks if merchant has data masking enabled |
| CUSTOMER DOC | String (document format varies by country) | Customer's government-issued document number | 05444444927, ********** | Can be masked; format varies by country |
| CUSTOMER EMAIL | String (email format) | Payee's email address | chew@bac.ca | Can be null; no strict format validation |
Example Chargeback Calculation
Scenario: Brazilian cross-border merchant processing chargeback with comprehensive fee structure
Base Transaction Data
Chargeback Date: October 26, 2024
Merchant: EBANX Demo Merchant
Original Payment: Credit Card (Visa) - USD 100.00
Chargeback Amount: USD 100.00 (full chargeback)
Customer: Maria Silva Santos
Country: Brazil (BR)
Chargeback ID: 7412563219
Original Payment Context
Payment Hash: 54154bb33b47474eb64ef36193644cce4e4c44c4e444a4ac
Payment Code: INV-2024-001
Payment Confirmed: October 24, 2024 14:22:30
Payment Amount: USD 100.00
Payment Amount Local: BRL 543.10
Chargeback Code: 0000/02
Chargeback Reason: Unauthorized transaction - customer denies making purchase
Chargeback Transaction Amounts
Chargeback Amount (amount_ext): USD 100.00
Chargeback Currency: USD
Local Currency: BRL
Exchange Rate: 5.4310
Chargeback Amount Local: BRL 543.10
Chargeback Balance Calculation
The system first calculates the chargeback balance by considering any refunds that occurred before the chargeback:
Chargeback Balance: BRL 543.10 (no prior refunds in this scenario)
This represents the net amount being charged back to the merchant
Chargeback Fee Calculations
Fee Breakdown:
Base Chargeback Fee: BRL 15.00 (fixed fee per chargeback from merchant configuration)
Provider-Provided Fees: BRL 0.00 (no additional acquirer fees in this case)
Total Chargeback Fee: BRL 15.00
Additional Fees (Colombia-specific, if applicable)
For Colombian merchants, additional fees may apply:
Retefuente Merchant Fee: BRL 15.00 × 2.5% = BRL 0.38 (if applicable)
ReteICA Fee: BRL 15.00 × 0.966% = BRL 0.14 (if applicable)
IVA Fee: BRL 15.00 × 19% = BRL 2.85 (if applicable)
ReteIVA Fee: BRL 2.85 × 15% = BRL 0.43 (if applicable)
Note: For Brazilian merchants in this example, these fees do not apply.
Return MDR (Merchant Discount Rate)
When a chargeback occurs, the merchant may receive a return of the merchant discount rate that was originally charged on the payment
Return MDR: BRL 17.38 (the percentual fee originally charged: 543.10 × 3.2%)
Still need help?
We hope this article was helpful. If you still have questions, you can explore the following options:
- Merchant support: Contact our support team at sales.engineering@ebanx.com for assistance.
- Not a partner yet? Please complete the Merchant Signup Form, and our commercial team will reach out to you.