> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pagos.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Chargebacks

> Monitor chargebacks of card transaction in this high-level dashboard.

<Warning>
  By default, the Chargebacks Metrics page excludes the following data:

  * All non-card-based disputes
  * SEPA chargebacks
  * Chargebacks that result in Rapid Dispute Resolution (see [step 4 below](#all-chargeback-statuses) to add these back in)
  * Chargebacks with the [status categories](/response-codes/chargebacks/chargeback-status-codes) of *cancelled*, *RFI*, *pre-arbitration*, *pre-dispute*, *notification\_of\_fraud*, and *pre-compliance* (see [step 4 below](#all-chargeback-statuses) to add these back in)
</Warning>

<Frame>
  <img src="https://mintcdn.com/pagossolutionsinc/QRaDPoi4Ubrfz0Pz/images/insights/metrics_chargebacks.png?fit=max&auto=format&n=QRaDPoi4Ubrfz0Pz&q=85&s=3636bdcd27ac1d54ed26b253493349d9" alt="Overview of the Metrics Chargebacks section in Insights" width="2458" height="1238" data-path="images/insights/metrics_chargebacks.png" />
</Frame>

## Navigating Chargebacks

To explore the Chargebacks Metrics pages:

<Steps>
  <Step title="Navigate to Chargebacks">
    Click **Metrics** in the main navigation, then click **Chargebacks**.
  </Step>

  <Step title="Select a tab">
    Each tab represents a different metric relevant to your card chargeback data. Click a tab to view a graph of the associated metric over the last seven days. Your options include:

    <AccordionGroup>
      <Accordion title="Chargeback Rate">
        The percentage of total card-based transactions for which customers issued chargebacks in a given time period; use the [**chargeback formula**](#pagos-formula) drop-down menu to determine which formula we use to calculate chargeback rate; the bar lists in this tab show chargeback count
      </Accordion>

      <Accordion title="Chargeback Count">
        The total number of successful card-based chargebacks processed in a given time period
      </Accordion>

      <Accordion title="Chargeback Value">
        The total combined value of all successful card-based chargebacks processed in a given time period
      </Accordion>
    </AccordionGroup>
  </Step>

  <Step title="Set a date range">
    Use the **Date Range** filter in the top-right corner of the page to change the time period.
  </Step>

  <Step title="Filter out specific transactions">
    Click **Dataset**, then select from the following options:

    <AccordionGroup>
      <Accordion title="Pending Transaction">
        Click toggle to remove pending transactions from your data.
      </Accordion>

      <Accordion title="All Chargeback & Dispute Statuses">
        Click toggle to include chargebacks resolved by Visa as Rapid Dispute Resolution, and those with the [status categories](/response-codes/chargebacks/chargeback-status-codes) of *cancelled*, *RFI*, *pre-arbitration*, *pre-dispute*, *notification\_of\_fraud*, and *pre-compliance*
      </Accordion>
    </AccordionGroup>
  </Step>

  <Step title="Compare to previous period">
    Click the **Compare to Previous Period** toggle to view the value of that metric in the chosen time period side-by-side with that of the previous period, including the total or percent change in that value from one period to the next.
  </Step>

  <Step title="Apply additional settings to the chart">
    Click **Options**, then select from the following (availability varies by metric):

    * **Frame Relevant Range** - Zoom in on the relevant range of values on the y-axis
    * **View Distribution** - Adjust the chart to show the percent distribution of your data across a set of parameters; this option only appears for count and value tabs when using [**Focus**](/insights/metrics/overview#focus) mode
    * **Show Trend Line** - Add a line demonstrating a statistical trend over the selected date range

    <Note>
      **Trend Line Notes**

      * The Trend Line option doesn't appear when using [**Focus**](/insights/metrics/overview#focus) mode.
      * Trend lines exclude the most recent time interval (e.g. this week when viewing a weekly [date range](/insights/insights-data-filters#date-range), or the last two days for daily intervals), as your data for that time is still coming in and could skew the trend.
    </Note>
  </Step>

  <Step title="Choose a chargeback formula">
    Click the **chargeback formula** drop-down to select which formula we use to calculate your chargeback rate:

    <AccordionGroup>
      <Accordion title="Pagos Formula">
        This month's chargeback count divided by this month's transaction count for your entire transaction volume; when you choose Pagos Formula, the Chargeback page shows data for your entire transaction and chargeback volume
      </Accordion>

      <Accordion title="Visa Formula">
        The Visa formula reflects the new Visa Acquirer Monitoring Program (VAMP) rate, which is calculated as the sum of all **non-fraud chargebacks** and **early fraud warnings**, divided by your **settled card-not-present transaction count**. When you choose Visa Formula, the Chargeback page only shows Visa transaction data.

        [Learn more about VAMP in the section below.](#visa-chargeback-formula-and-vamp-data)
      </Accordion>

      <Accordion title="Mastercard Formula">
        This month's chargeback count divided by last month's transaction count for your Mastercard transaction volume; when you choose Mastercard Formula, the Chargeback page shows data for only those transactions and chargebacks made with Mastercard cards
      </Accordion>
    </AccordionGroup>
  </Step>

  <Step title="Explore the bar lists">
    Use the [bar lists](#bar-lists) beneath the main graph to filter your data. Learn more about filtering Metrics pages in the [Overview](/insights/metrics/overview#filtering-metrics-pages).
  </Step>

  <Step title="Export your data">
    Click **Export** to select from the following options:

    * [**Open With...**](/insights/metrics/overview#open-with) - Select from the available options to continue your analysis in a different section of your Pagos Service Panel.
    * **Aggregated Data** - Download the data displayed in the chart. If you've [filtered](/insights/metrics/overview#filtering-metrics-pages) or [focused](/insights/metrics/overview#focus) your data to any particular dimensions or parameters, these customizations will be reflected in the exported data.
    * **Transaction-Level Data** - If you're subscribed to [Transaction-Level Data Exports](/insights/data-exports), you can download the data for the individual transactions included in the chart. Downloaded charts will appear in your **Exports** page; keep in mind, each report download is subject to your pricing agreement.
  </Step>
</Steps>

## Visa Chargeback Formula and VAMP Data

When you select the [**Visa Formula**](#visa-formula), the main graph in each tab automatically breaks down your **Fraud Notification (TC40)** vs. **Chargeback (TC15)** contributions to your chargeback volume. The table beneath calculates your chargeback rate, chargeback count, and transaction count for each MID; this directly mirrors Visa’s VAMP calculation methods and helps you identify exactly what’s driving your VAMP rate across MIDs and processors. Click a MID in the table to remove it from the chart.

<Warning>
  **Only Adyen, Stripe, and Chase provide TC40 data at this time.** If we’re missing data needed to calculate your true VAMP rate—such as TC40 if you transact through any other processor—you’ll see a notice in the dashboard. This indicates your VAMP metrics might be underreported.
</Warning>

### VAMP Overview

Visa’s Acquirer Monitoring Program (VAMP) helps Visa monitor card-not-present fraud and chargeback risk across the ecosystem. Visa calculates a VAMP rate for each of your MIDs monthly, flagging accounts that exceed specific thresholds based on region and volume. If a MID's VAMP rate is too high, you may face additional monitoring, potential penalties, or enforcement actions.

The VAMP rate is calculated as the sum of all fraud and non-fraud chargebacks (identified in your TC15 report) and early fraud warnings (TC40 report), divided by your total settled card-not-present transaction count.

<Note>
  Your VAMP rate may be different from your traditional chargeback rate, as Visa includes TC40 fraud alert data in their calculation. This provides a broader view of potential fraud exposure beyond what is captured in chargebacks alone.
</Note>

Visa's VAMP thresholds are as follows:

| Region                               | Disputes           | Excessive Rate |
| ------------------------------------ | ------------------ | -------------- |
| **US, Canada, EU, and Asia Pacific** | 1,500+             | 220 BPS        |
| **LAC**                              | 1,500+             | 150 BPS        |
| **CEMEA**                            | 150+ and \$75,000+ | 220 BPS        |

## Bar Lists

You can use bar lists on the Chargebacks page to identify how different segments of your business are impacted by chargebacks. Click on a parameter in any graph to [filter](/insights/metrics/overview#filtering-metrics-pages) all graphs on the page to only show transactions that fit the chosen parameter.

The available bar lists include:

* [Chargeback Reason](/response-codes/chargebacks/chargeback-reason-codes)
* [Chargeback Status](/response-codes/chargebacks/chargeback-status-codes)
* Processor
* Data Connection
* MID
* Payment Method
* Card Type
* Card Brand
* Stored Credential
* Customer Country
* Issuer Country
* BIN
* Issuer