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Operate Trusto chargeback prevention

Trusto helps merchants, payment service providers, and acquirers act on chargeback signals before they become completed disputes. The platform receives alerts from payment-network providers, connects them with enrolled merchant and transaction data, and gives your team one place to record the action taken. Use this documentation to run the alert workflow or connect your own systems to it.

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How the workflow operates

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Start with your role

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Alert operations

Use Matching and resolving alerts if you work alerts in the Trusto portal. It explains how to:

• match an alert to the correct transaction;
• prioritize alerts before they expire;
• verify an existing refund or chargeback;
• refund the full alert amount and confirm that the refund succeeded;
• choose Refunded, Not Refunded, or the correct Invalid reason;
• record evidence that another operator can review later.

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API integration

Use the Trusto API reference if you retrieve or resolve alerts from an ERP, payment platform, or internal operations tool. It documents:

• API-key authentication with X-API-KEY;
• alert list filters and pagination;
• alert-detail and outcome payloads;
• resolution requests and response statuses;
• supported webhook events.

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Daily operating checklist

1. Review new and unresolved alerts frequently.
2. Prioritize alerts approaching their expiration time.
3. Match each alert to one payment before taking action.
4. Check whether the payment was already refunded or charged back.
5. If refunding, process the exact alert amount and confirm the refund succeeded.
6. Record the resolution in Trusto with useful references in the comments.
7. Verify that the alert status and outcome reflect what happened.

Trusto recommends completing the alert action and recording its outcome within 24 hours. Acting quickly gives the refund notification time to reach the issuer, but a refund does not guarantee that a chargeback will be prevented.

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Resolution decisions

For the evidence to collect for each invalid reason, see Choose the resolution status. For exact API values and payload examples, see Provide an alert resolution.

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Before going live

• Confirm that merchant descriptors and identifiers are enrolled correctly.
• Decide who owns alert monitoring, transaction matching, refunds, and exception review.
• Give operators access to the payment records needed for matching.
• Generate and store API credentials securely if you are integrating programmatically.
• Test alert retrieval and resolution in your integration before using it for live operations.

For product capabilities and commercial information, visit trusto.io.