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Library · Chargebacks · How to run this

Fill the Order Insight payload

How to run thisChargebacks4 steps
GuideOrder Insight field checklist · Calculator lives in the articleOpen

Order Insight is a Visa inquiry. The cardholder or issuer asks what this charge is. You return the descriptor they saw, the SKU, the amount, tracking, and a way to get help. A clear answer can stop a dispute from being filed.

Pair: Order Insight field checklist on Chargebacks. What OI is: Order Insight inquiries. The alert that follows a failed inquiry is CDRN.

The six fields

Tick what OI actually returns on this MID, not what the vendor slide promised.

DBA / descriptor. What the cardholder saw. Not the legal entity they never met.

SKU / offer name. Plain language. Internal SKU codes explain nothing on a statement.

Amount + date. Must match the statement. A bundled upsell the descriptor hid is a hole.

Tracking / delivery. Carrier and scan. Empty tracking is how “I do not recognize this” becomes a not-received CB.

CS path. A phone or URL that works. A dead help link wastes the inquiry.

Recurring flag. If it is continuity, say so. Surprise rebills are a cancelled-recurring factory.

A complete payload is still not a refund. If they already decided to file, you need CDRN or a fight packet. OI is the inquiry. Which door: inquiry vs alert.

When the descriptor on the MID changes, update OI the same day. Enroll per MID.

When this fails

Legal entity name the cardholder never saw. Internal SKU codes. Forgetting to update OI when the descriptor changes.

This is not CDRN. This is not 3DS. Related: prevention stack.

Procedure

  1. Open the OI mapping for this MID.
  2. Tick DBA, SKU, amount, tracking, CS, recurring.
  3. Fill the holes the same day.
  4. Use CDRN when the issuer is already filing. OI is the inquiry.

Failure modes

  • Legal entity name the cardholder never saw.
  • Internal SKU codes.
  • Forgetting to update OI when the descriptor changes.

Worked example

None on this page yet. When one lands it will be a real case: what broke, the number, and what changed. Not a composite.

Glossary

Payload
The data Visa returns to the issuer/cardholder on an Order Insight inquiry. Empty tracking is a hole.

Work with us — We run this job on your accounts. Services

FAQ

Is a complete Order Insight payload the same as a CDRN win?
No. Order Insight answers what the charge is. CDRN is they are filing, refund now. Fill OI so the inquiry never becomes an alert.
What if the legal entity is on the statement?
If the cardholder never saw that name, you have explained nothing. Map the DBA / descriptor they saw on checkout.
We changed the descriptor last week. Is OI fine?
Only if you updated the mapping the same day. Stale DBA is a hole. Tick it again after every descriptor change.