Monitor risk performance

You can monitor your risk performance, chargebacks and fraud rates using the Risk & dispute management insights dashboard in your Customer Area.

View the dashboard

To view the Risk & dispute management dashboard, you need to have the following user role:

• Merchant report

To open the dashboard:

1. Log in to your Customer Area.
2. Select Insights > Risk & dispute management.
3. The dashboard overview page will open.

You can filter the data shown in the dashboard. For example, you can filter on:

• Date range
• Merchant account
• Issuer country
• Payment method

You see an overview of totals based on the filters you applied, followed by a visualization of blocked and refused transactions, and an overview of the chargeback and Notification of Fraud (NOF) rates.

The dashboard shows performance information so that you can monitor, and take action if needed.

For example, it is important that you keep chargeback and fraud rates at an acceptable level. If they are too high, you can be placed in a scheme monitoring program.

Risk performance

You can drill deeper into the data in the Risk performance section, and see more detailed performance visualizations.

If you selected a filter on the dashboard, for example a date range, you can see only the relevant data for the filter you applied.

In the risk performance section, you can apply more filters. For example, you can view performance data on:

• Risk rules
• Risk profile
• Payment method
• Merchant account

Card scheme programs

Card schemes such as Visa and Mastercard have thresholds in place that indicate high or excessive chargeback and fraud rates. When you pass or are about to pass these thresholds, it means that your chargeback or fraud rates are higher than expected compared to the total number of transactions.

The schemes monitor data per calendar month on the following data points:

You will be placed in a program if you meet or exceed the thresholds specified by the schemes. Being in a monitoring program might involve getting fined, and in the worst case it can have consequences for your payment processing.

Card schemes have introduced these programs to encourage businesses to closely monitor their disputes and fraud performance, and to take immediate actions if an increase in these levels is detected. The card networks monitor performance per calendar month.

There are different programs and thresholds per region and per card scheme. In most cases, you will receive an early warning, so that you can take action.

Visa

Visa has the following scheme programs; the Visa Dispute Monitoring Program (VDMP) and the Visa Fraud Monitoring Program (VFMP). Visa is also introducing the Visa Digital Goods Merchant Fraud Monitoring Program, which is an extension to the VFMP.

When you enter a program, you receive more details around the possible fines, exit criteria and remediation.

Visa Dispute Monitoring Program (VDMP)

Dispute reason code 10.5 is excluded.

Visa Fraud Monitoring Program (VFMP)

Visa Digital Goods Merchant Fraud Monitoring Program

Visa is introducing a monitoring program that specifically monitors fraud for merchants selling digital goods such as games, media, and applications. This program is an extension to the VFMP, and looks at fraud count in addition to the total fraud amount and the fraud rate.

This monitoring program is effective since 1 April 2023, with an advisory period of twelve months. No actions are needed from your side, and you will not be fined. From 1 April 2024, the program will be fully operational, based on transaction data from March 2024.

Mastercard

When you enter a program, you receive more details around the possible fines, exit criteria and remediation.

Mastercard Excessive Chargeback Program (ECP)

Mastercard has two levels in their Excessive Chargeback Program; Excessive Chargeback Merchant (ECM) and High Excessive Chargeback Merchant (HECM).

Mastercard Excessive Fraud Merchant Compliance Program (EFM)

Cartes Bancaires

When you enter a program, you receive more details around the possible fines, exit criteria and remediation.

Fraud program

You enter the fraud program if you reach the following thresholds for four consecutive months:

• Fraudulent transaction rate above 0.30%
• At least EUR 20,000 in fraudulent transactions per month

Chargeback program

You enter the chargeback program if you reach the following thresholds for four consecutive months:

• Chargeback transaction rate above 2%
• At least 200 chargebacks per month

UnionPay

When you enter a program, you receive more details around the exit criteria and remediation.

Merchant Chargeback Monitoring Program (MCMP)

You enter the program if you reach the following thresholds for two consecutive months:

• Chargeback transaction rate above 2.5%
• At least 50 chargebacks per month

High-Risk Merchant Monitoring Program (HRMP)

Elo

When you enter a program, you receive more details around the exit criteria and remediation.

Excessive chargeback program: Programa de Excesso de Disputas (PED)

The monitoring takes into account chargebacks with a fraud reason. Chargebacks with a commercial disagreement or other reason code are not included.

You enter the program if you reach the following thresholds for two consecutive months:

• Chargeback transaction rate above 1.49%
• At least 100 chargebacks per month
• More than 1,000 sales transactions per month

Fraud monitoring program: Programa de Monitoria

There is a card present, and a card absent fraud monitoring program. For both programs, fines begin in the second month, and continue at increasing rates in subsequent months.