The complete Transaction Details page may contain information that is helpful when responding to a chargeback, including available Address Verification Service (AVS) and Card Verification Value (CVV) response details.
These details may be particularly relevant when the cardholder states that they did not authorize or recognize a transaction.
Important
Save the complete Transaction Details page from your browser. Do not select Print Receipt. The receipt does not contain all the information displayed on the complete Transaction Details page.
On This Page
- 1. Find and Open the Transaction
- 2. Save the Complete Transaction Details Page
- 3. Review the Transaction Information
- 4. Include Relevant Transaction History
- 5. Add the Transaction Details to Your Response
1. Find and Open the Transaction
How you locate the original transaction depends on whether the case appears in the PayJunction Chargebacks Report.
Option 1: Find It From the Chargebacks Report
If the case appears in the Chargebacks Report:
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Select Reports from the left menu.
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Select Chargebacks.
- Locate the chargeback case.
- Select the three-dot menu next to the case.
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Select Find Transaction.
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On the following screen, select the eyeball icon to open the complete Transaction Details page.
Option 2: Search for the Original Transaction
Not every case appears in the Chargebacks Report. If the case is not listed:
- Select Search from the left menu.
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Enter one or more details for the original transaction, such as:
- Transaction date
- Amount
- Last four digits of the card
- Transaction ID
- Authorization/Approval code
You do not need to complete every search field.
- Select the green Search button.
- Locate the original transaction in the results.
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Select the eyeball icon, then select View Transaction to open the complete Transaction Details page.
2. Save the Complete Transaction Details Page
- Remain on the complete Transaction Details page.
- Open your browser’s print window:
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Windows: Press
Ctrl + P -
Mac: Press
Command + P - You may also select Print from your browser menu.
-
Windows: Press
- Select Save as PDF as the printer or destination.
- Review the preview and confirm that the Additional Information section is visible.
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Save the file using a clear name, such as:
Chargeback Case 123456 – Transaction Details.pdf
Do Not Select Print Receipt
The Print Receipt option creates a customer receipt. It does not save all the additional information displayed on the complete Transaction Details page.
For a chargeback response, use your browser’s print function to save the complete page.
3. Review the Transaction Information
Before including the PDF with your response, confirm that it is readable and shows the relevant transaction information.
Depending on how the transaction was processed, the page may include:
- Transaction date and amount
- Transaction status
- Approval or authorization code
- Transaction method
- Available AVS response details
- Available CVV response details
- Customer or billing information entered with the transaction
AVS and CVV details are only available when the information was entered and submitted with the transaction.
4. Include Relevant Transaction History
Prior transaction activity with the cardholder may provide additional context for some disputes.
When relevant:
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Select View History from the Transaction Details page.
- Review the prior transaction history.
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Take a screenshot showing the relevant transaction activity.
- Confirm that the screenshot is readable and only includes information related to the correct cardholder and dispute.
In the written response, briefly explain why the history is relevant. For example:
The attached transaction history shows prior transactions completed using the same customer and payment information.
Prior transaction history does not replace the need to respond directly to the specific dispute details.
5. Add the Transaction Details to Your Response
Place the saved Transaction Details page and any relevant history screenshot after your written chargeback response summary.
In the summary, identify the documents and explain what they demonstrate. For example:
The attached PayJunction Transaction Details page shows the transaction information and the available AVS and CVV responses.
Combine the summary and supporting documents into one organized PDF file when possible before submitting the response through merlinkresponse.com.
Important — A Favorable Outcome Is Not Guaranteed
Transaction details and prior history may help support your response, but no document guarantees a favorable outcome.
The issuing bank and, when applicable, the card brand make the final decision—not PayJunction or TSYS.