Chargeback Settings
TrustLens has no separate Chargebacks tab under Settings. Chargeback behavior is configured in three places: the Chargeback Tracking module card on the Detection tab, the Pro settings card on the Chargeback Monitor page, and — for the network lines — a developer filter. This page walks through each setting and lists what isn’t configurable.
Locations: TrustLens → Settings → Detection (module on/off) and TrustLens → Chargeback Monitor → Chargeback settings (Pro).
Ingestion Settings #
Chargeback Tracking (module) #
Default: On
The Chargeback Tracking card on Settings → Detection turns the whole module on or off. While it’s on, TrustLens records disputes from the WooCommerce Stripe Gateway and WooPayments dispute events, shows the manual dispute form on order screens, and feeds disputes into trust scores. Turning it off stops all three; disputes already recorded are kept. There is no separate switch for auto-ingestion.
Webhook Status #
TrustLens doesn’t show a webhook status indicator. To confirm disputes are arriving, check a disputed order for the “Chargeback / dispute filed” notice, the customer’s Recent activity, or (Pro) the Chargeback Monitor’s activity feed, and check your Stripe or WooPayments webhook delivery logs. See Stripe and WooPayments Ingestion.
Ratio Threshold Settings #
Ratio Alert Threshold (Pro) #
Default: 70% (range 50–100%)
Percentage of a network’s line at which a brand’s row on the Chargeback Monitor turns amber and the Pro daily alert email fires. Lower for earlier warning; higher for less alerting noise. It doesn’t affect the free dashboard alert, which appears only once a line is crossed.
Network Lines #
The lines themselves — Visa VAMP 1.5%, Mastercard ECP 1.5%, Amex 1.0%, Discover 1.0% — have no settings field. A developer can change them with the trustlens/chargeback_thresholds filter, for example to use VAMP’s 2.2% line for a CEMEA store or a stricter internal line your processor uses. See Card Network Thresholds.
Auto-Block Settings (Pro) #
Auto-Block After Lost Disputes #
Default: 0 (off), range 0–20
If a customer accumulates this many lost disputes, TrustLens automatically sets is_blocked = true and adds a note to the customer. The check runs whenever a lost outcome is recorded — from Stripe or WooPayments, a manual dispute saved as Lost, or Mark lost on the order screen. The block only stops checkout while Enable Blocking is on in Settings → General.
Set to 1: If you’re in active monitoring program territory and need maximum protection.
Set to 3+: If you have high false-dispute rates and want patience before blocking.
There is no option to block on total disputes regardless of outcome. For that, use a Pro automation rule on the Dispute Recorded or Chargeback Filed trigger with a condition on Total Disputes and the Block Customer action.
Alert Settings (Pro) #
Daily Ratio Email Alerts #
Always on with Pro, with no separate switch. A daily check emails the WordPress site admin address when a program reaches the Ratio Alert Threshold, once per program per month. The recipient, the time of day, and the volume floor aren’t configurable. See Ratio Email Alerts.
Chargeback Filed Alert #
A separate Pro notification that emails the TrustLens Notification Email on every recorded dispute. It’s set on Settings → Alerts & Reports → Notifications and needs Enable Notifications on.
Dispute Reason Categorization #
TrustLens stores the gateway’s reason code (or the text you type on a manual dispute) as-is. There is no reason-code list or custom mapping, and reasons don’t change how a dispute is scored.
Display #
A disputed order shows a “Chargeback / dispute filed” notice on its order screen, below the billing address. There are no settings for an orders-list dispute column or for highlighting disputed orders.
Dispute Evidence Report Settings (Pro) #
Verify Dispute Reports #
Default: On
When on, each Dispute Evidence Report is registered with the TrustLens verification service at webstepper.io, and the report shows a verify link and QR code so a card issuer can confirm it’s genuine. TrustLens sends the report’s fingerprint, the order number, your site URL, and the report’s risk figures — never customer data. When off, reports stay entirely local and still carry their SHA-256 fingerprint.
The report’s sections (linked accounts, event timeline) and its header (your store name) aren’t configurable. See Dispute Evidence Report.
Manual Entry #
The manual dispute form on the order screen has no settings. Reason is always optional, and every manual dispute must belong to a WooCommerce order. See Manual Dispute Entry.
Card Brand Backfill #
The footer of the Chargeback Monitor page (Pro) has a Start backfill button that fills in the card brand on older orders, so they count toward the right brand’s ratio. It’s only needed if you ran Historical Sync before 15 April 2026.
Retention #
Dispute records have no retention setting and aren’t purged automatically. A WordPress personal-data erasure removes the customer’s record (including its dispute counters) and their events; rows in the dispute worklist table are removed only when TrustLens’s data is deleted on uninstall (Settings → Data → Uninstall Behavior).
Testing #
There is no “send test alert” button for ratio alerts and no webhook simulator. To test downstream automation, record a manual dispute on a test order — it fires the same trustlens/dispute_recorded and trustlens/chargeback_filed actions as an ingested dispute.
Updated on October 18, 2026
