Chargeback dashboard
Monitor fraud levels and manage payment disputes.
The Chargeback dashboard provides a comprehensive view of your dispute activity. It helps you track fraud trends, identify high-risk products or regions, and ensure your chargeback rates stay below card network monitoring thresholds.
Key metrics (KPIs)
The top section displays "Big Number" tiles to help you correlate general refund activity with specific dispute events. These metrics provide a snapshot of your current fraud exposure.
Tip: You can click the Refund Rate and Refund Transactions tiles to open detailed analytics views containing trendlines and product breakdowns.
| Metric | Definition | Calculation / Logic |
|---|---|---|
| Refund Rate | The percentage of items returned vs. items sold. A spike here often precedes chargebacks. | Refund Item Count ÷ Units Sold Count (excludes chargebacks) |
| Refund Transactions | The total count of refund transactions processed in the selected period. | Sum of all refund transactions in the timeframe. |
| Chargeback USD Amount | The total USD value of disputed orders. | Sum of chargeback transaction amounts + Applicable network fees. |
| Chargeback Transactions | The total count of transactions that resulted in a chargeback. | Sum of all transactions marked as chargebacks. |
Chargeback health
Monitor your standing with card networks using the rate meter to avoid penalties or account holds.
This gauge indicates the immediate health of your business regarding payment disputes.
- Green: You are within safe limits. No action is required.
- Orange: You are approaching the payment hold threshold. You should investigate recent disputes immediately.
- Red: You have reached the threshold. FastSpring may apply holds to your account balance to cover potential losses.
If you have questions regarding your chargeback rate, please contact [email protected].
Dispute analytics
These widgets help you identify the source of disputes so you can take preventative action (e.g., blocking a specific region or updating a product description).
Chart interactivity
- Filtering: Clicking on specific chart elements (such as a bar for a specific product or a slice of a donut chart) will filter the entire dashboard to show data only for that selection.
- Toggling: In charts displaying multiple data sets (such as Current vs. Trendline), you can toggle the visibility of specific data series by clicking items in the chart legend.
A horizontal bar chart identifying which specific items trigger the most disputes.
- Usage: Click a bar to filter the dashboard by that product to investigate why it causes customer dissatisfaction (e.g., misleading descriptions).
A stacked bar chart showing the volume of disputes over the last 12 months.
- Segments: Colors indicate if the dispute was for a Non-Subscription, Subscription Initial, or Subscription Recurring charge.
A comparison of disputes by method (e.g., Credit Card, PayPal, Amazon Pay).
- Usage: Helps determine if a specific payment gateway is attracting more fraud than others.
Segments disputes based on when they occurred in the subscription lifecycle.
- Initial: Fraud or dissatisfaction occurring immediately after signup.
- Recurring: Disputes occurring on renewal charges.
Identifies the geographic regions with the highest volume of disputes.
- Usage: Hover over a country to see the exact transaction count.
Segments disputes by the currency used in the original transaction.
Transaction details
Located at the bottom of the page, the transaction grid allows you to investigate specific disputes.
A detailed table of individual disputes to help you take immediate action.
- Filter: Use the search bar to filter the grid by Order ID, Payment method, or Status.
- Columns: Order ID, Chargeback Creation Date, Chargeback Amount, Currency, Payment Method, and Status.
- Sorting: Click any column header to sort the list (e.g., sort by Chargeback Amount to prioritize high-value disputes).
- Export: Click Download CSV to export the list for reconciliation.
Updated about 16 hours ago