Chargeback Monitor
4 min read
The Chargeback Monitor is Pro’s dedicated chargeback-management page, located at TrustLens → Chargeback Monitor. It replaces the Free single-speedometer view with a per-brand breakdown, a 12-month trend chart, a recent-disputes activity feed, a top-disputed-customers list, and direct access to the Dispute Evidence Report. This page is the index for the Chargeback Monitor; deep-dive pages cover the Dispute Evidence Report, ratio email alerts, and auto-block separately.
Page Layout #
From top to bottom:
1. Per-Brand Ratio Row #
Four cards — Visa, Mastercard, Amex, Discover — each showing:
- Current calendar-month ratio
- Trailing-30-day ratio
- Brand monitoring threshold
- Progress bar showing where you are relative to the threshold
- Color state (green / yellow / red) matching the speedometer logic
2. 12-Month Trend Chart #
A multi-line chart showing each brand’s monthly ratio over the past 12 months. The view answers “is our ratio improving, stable, or worsening, and which brand is driving it?” Brand threshold lines are overlaid so trend lines crossing them are visually obvious.
3. Recent Disputes Activity Feed #
The last 50 disputes across all brands, sorted by filing date descending. Each row shows brand, amount, customer, status, and a quick-action button to open the customer’s profile or generate a Dispute Evidence Report.
4. Top-Disputed Customers #
The 10 customers contributing the most disputes in the current rolling window. Useful for prioritizing customer-level moderation — block these customers, generate evidence reports, or manually review every recent order.
5. Quick Actions #
Buttons for: Record Dispute (manual entry), Export Disputes CSV, Send Test Alert (verify alert configuration), Settings (jumps to the chargeback settings page).
Why Per-Brand Matters #
The Free speedometer hides brand-level patterns. Common cases that the Free view obscures and Pro reveals:
- Amex disproportionately high. A store with a small Amex customer share but several Amex disputes might show 2% on Amex while the overall blended ratio looks fine at 0.4%. Amex’s threshold is 1.0% — you’re already in monitoring territory there.
- One brand carrying the others. A store with high Mastercard volume and a healthy Mastercard ratio can mask trouble on lower-volume brands.
- Brand-specific reasons. Friendly fraud is more common on Amex; product-not-received disputes more common on Visa. Brand-level visibility points you toward the root cause.
Reading the 12-Month Trend #
The trend chart shows ratios month-by-month. What to look for:
- Steady downward trend — your moderation is working. Continue.
- Recent spike — investigate the specific month: new product launch? New marketing campaign attracting wrong cohort? Operational issue?
- Crossing the threshold line in any month — that month likely triggered monitoring program scrutiny. Audit your processor communications.
- Diverging brands — one brand rising while others are flat indicates a brand-specific issue.
Configurable Warn Threshold #
Pro lets you customize the warn-threshold percentage (default 70%). Settings: TrustLens → Settings → Chargebacks → Warn Threshold.
| Setting | Range | Effect |
|---|---|---|
| Warn threshold percent | 50–100% | Percentage of brand threshold at which yellow state kicks in |
Default 70% gives you a 30% buffer before red. Tighten to 60% for more lead time if your store has historically run close to limits; loosen to 90% if you want fewer cautionary warnings.
Auto-Block After N Lost Disputes #
Pro adds a runtime enforcement setting: automatically block any customer who accumulates N lost disputes. Default: 2.
Once a customer crosses the threshold, their is_blocked flag is set automatically. The next time they attempt checkout, the Request Gate rejects them. This is a strong action — combined with the Dispute Evidence Report, it’s the closest thing to closed-loop chargeback defense available without external systems.
The threshold is configurable — set to 1 for very aggressive enforcement, 3+ for more patience. Stores in active monitoring programs typically set this to 1.
Daily Ratio Alerts #
Pro’s daily check fires email alerts when any brand crosses your warn threshold. Deduplication ensures you receive one alert per brand per calendar month — no spam if you stay above the threshold all month. See Ratio Email Alerts.
Export #
The CSV export includes:
- Every dispute in the date range
- Order ID (linked to WooCommerce order)
- Customer hash (or email if not erased)
- Brand, amount, reason, status
- Filing date, last-updated date
- Source (auto / manual)
Use for offline reporting, processor responses, or feeding external dashboards.
Permissions #
The Chargeback Monitor page requires the manage_woocommerce capability — same as Settings. You can give specific team members access by assigning the WooCommerce Shop Manager role.
When the Page Is Empty #
Newly installed stores or stores with no recent disputes see empty states throughout the page. The per-brand cards show 0% ratios; the trend chart shows a flat line; the activity feed is empty. This is intentional — empty states are easier to read than fabricated demo data.
Once disputes start flowing in (auto or manual), the page populates automatically. No setup required.
