The Chargeback Management System (CMS) is ConnexPay’s comprehensive solution to respond to chargeback disputes raised against the merchant.


Logging in to CMS

To login to CMS, you’ll first login to Bridge. In the top navigation panel on the dashboard, you’ll see a “Chargebacks” option. 

When you click on Chargebacks, CMS will open in a new browser tab.

If you do not see this option, your user has not been configured to use CMS. Please contact your Customer Engagement Specialist and ask them to enable CMS for your user.

  • Ability to search wide variety of parameters


Chargebacks are Cases that are grouped under the same ID.

Chargebacks > New

  • Displays “not worked” cases from last 40 days
  • Once a case is worked it will not be in the New folder
  • Better for reporting purposes

Chargebacks > All

  • Displays all chargebacks by Family ID


Cases > All

  • Displays every case type, regardless of criteria
  • Better for tracking “not worked” individual cases

Unique Grid terminology

(ID = Family ID) – number issued for all incoming cases (first chargeback, representments, reversals, etc)
associated with a dispute.

LC Created – the date of when the latest case was created

CB Created – the date when the chargeback was initially created

Due – All cases require a response within 12 days, if there is no response it can result in an automatic loss

VCCB Status – Once Response received from TSYS it’s updated.

Chargeback / Case “Status” Definition

Worked is when a Case / Chargeback has been responded to

Not Worked is when a Case / Chargeback has NOT been responded to

Accepted is when the Case / Chargeback has been accepted (via the button on the Chargeback details screen)

Expired is when the Case / Chargeback has not been worked or accepted and the current day is 10 days past the Due Date to respond to the Chargeback. We allow 10 days buffer in case there is a slight discrepancy between when we consider the Due Date vs when the Bank is expecting a response.

Win / Loss Definition

The Win / Loss is defined by how your bank account is impacted (with one exception) by referring mainly to the Net Position which is the total of debits and credits for a particular Chargeback.

Loss - if the Net Position is negative and the Status is “Expired” or “Accepted”

Loss (Pending) - if the Net Position is negative and the status is “Not Worked” OR if the Chargeback came in within the last 5 days and the debit has not processed yet.

Win - if the Net Position is $0.00 and the Chargeback was created over 5 days ago.

Buttons within Worked Cases

Cases – shows all associated cases within the chargeback including all details and documents

VCC History – shows all authorizations and potential refunds on the virtual card

Submit VCC Chargeback – gives the ability to file a chargeback against the airline

Accept Chargeback – gives the ability to accept and close the chargeback Please note this can only be undone by CXP

Respond – gives ability to upload rebuttal documents in PDF and .jpeg

Add a Note – gives ability to add an internal note – this does not go to the processor or issuing bank

Standard Fees

Incoming Chargeback


Retrieval Request


Reversal Acceptance (Win)


Incoming Pre-Arb


Reversal Denial


Chargeback Rate

  • Chargeback rate is a metric showing the ratio between the total number of transactions a
    merchant processes and the total number of chargebacks the merchant receives by month
  • All incoming chargebacks affect the chargeback rates no matter the outcome of the dispute
  • Chargeback ratio is calculated by incoming chargeback date
  • All networks set their own “acceptable chargeback rate"
    • Visa – 0.9%
    • MC – 1% and a threshold of 100 chargebacks per month
    • AMEX – 1% and a threshold of 100 chargebacks per month
    • Discover – 1%