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Overview

Reason codes are used to communicate the outcome of an alert to the card networks. When you receive a CDRN or Ethoca alert, you action it by updating the alert with one of the reason codes below. Selecting the correct reason code ensures accurate reporting and helps prevent future chargebacks.
Every alert arrives with a status (reason_code) of WIP (Work In Progress). This is the default state on receipt and is not a reason code to be used in the update endpoint.

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Resolved Codes

These are special reason codes that instruct the issuing bank to not move forward with a chargeback. When one of these codes is sent, a standard operating procedure (SOP) is followed at the issuer level which prevents a dispute from being filed.

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Decline Codes

Decline codes indicate the alert is being declined and no refund will be issued. Declining an alert will result in a chargeback, so use these codes carefully.
* These are the most commonly implemented decline codes.

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Best Practices

For best results, action alerts as Resolved within 48 hours of receiving them. Some banks escalate alerts to chargebacks as quickly as 48 hours after the alert is created.

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Notes

  1. Only use decline codes when necessary — Declining alerts will result in chargebacks, which negatively impact your chargeback ratio.
  2. Be careful with decline codes — Once you action an alert, you cannot reliably “re-action” it. Make sure the decline code is correct before submitting.
  3. When in doubt, use Resolved — If you’re issuing a refund, Resolved is almost always the correct choice.
  4. Use AlreadyRefunded when applicable — If the transaction was already refunded before the alert arrived, this code provides better data to card networks and is eligible for credit.