Ethoca Refunds

Ethoca is a global collaboration platform, acquired by Mastercard in 2019, that enables real-time data sharing between merchants and card issuers to facilitate faster transaction dispute resolution and reduce chargebacks

Add Ethoca as a Refund Reason

Go to CRM → Call Centers and scroll down to the Refund Reasons panel.

Press the green + button on the far right and add Ethoca as a reason.

Add Ethoca Fees into Gateway configuration

Go to Gateways → Gateway List and edit your gateways to add the Ethoca Fee.

Mark transactions as Ethoca

You can mark the transaction as having been refunded via Ethoca either manually in the CRM or via the Refund Transaction API.

Refund Ethoca manually

1. Find the customer in CRM using the Customer Service Search.

1. Find the transaction which to refund.

1. On the transaction Actions, choose Refund.

1. Choose Ethoca for the Refund Reason.

1. Optionally choose to the Refunded Externally box

   1. If the refund has already been given at the gateway, check the Refunded Externally? box and fill in the Refund Transaction Id (from your gateway) if known.

   2. If the refund has not already been given, then leave Refunded Externally? unchecked. The refund will be sent to the gateway.

2. Press Refund button

Refund Ethoca via API

1. Review the Refund Transaction API here

2. Create an API user with access to the Refund Transactions endpoint. Be sure to whitelist as needed.

3. Call the Refund Transactions API with

   1. transactionId

   2. refundReason=Ethoca

   3. externalRefund=1 (if refund has already been given at the gateway)

   4. fullRefund=1

   5. loginId = API user username

   6. password = API user password

Reporting

Refund Details Report

If the steps above are followed properly, the Refund Details Report will display the Ethoca transactions. Some transactions will be displayed as External (Externally Refunded).

You will see Ethoca in the Refund Reason column.

Transaction Summary Report

Additionally, the Ethoca Fee is calculated as an expense on your Transaction Summary Report.

Hover over the Expenses value to see the breakdown.