Review and Manage Chargeback Cases

Overview

Use this guide to review district chargeback cases, filter the case list, add timeline notes, and attach document metadata. The current admin entry point is Financial > Chargebacks (/Admin/Chargebacks).

Prerequisites

• Admin access with payment-read access for the web chargeback pages.
• Dispute details from Stripe, the parent, or district finance staff.
• A district process for what document metadata may be attached to a case.
• Permission to submit evidence or perform advanced chargeback API actions if the work goes beyond the web page fields.

Step-by-step procedure

1. Open Financial > Chargebacks (/Admin/Chargebacks).
2. Review the summary cards: Open Cases, Overdue, Due in 24 Hours, Due in 72 Hours, No Due Date, Closed / Won, and Closed / Lost. Selecting a card filters the case list to that category.
3. Enter a status in Filter by status if you need one case state.
4. Enter a reason in Filter by reason if you need one dispute reason.
5. Select Apply Filters.
6. In the case table, select Details for the case to review.
7. On Chargeback Details, review Case Summary.
8. In Add Timeline Event, enter Event Type and Description.
9. Select Add Event.
10. If supporting document metadata is available, use Attach Document Metadata, enter Document Type, File Name, and the storage reference, then select Save Document Metadata.
11. Use Back to Cases to return to the filtered list.

Variations / branching flows

• Timeline-only update: add a short event that explains the operational action taken, such as "Evidence requested" or "Parent contacted".
• Document metadata update: attach metadata only after the file has been stored according to district evidence handling rules.
• Status triage: filter by status first, then reason, to separate open operational work from closed cases.
• Reporting path: use the chargeback reporting pages when the request is for a consolidated export rather than case handling.

Expected outcomes

• The chargeback list reflects the selected status and reason filters.
• Case details show the current Case Summary and Timeline.
• New timeline events appear after submission.
• Document metadata is saved to the case when all required fields are provided.

Troubleshooting / edge cases

• If No timeline records yet. appears, the case has no recorded timeline events; add the first event if you have a valid update.
• If a case is missing from the list, clear filters and confirm the dispute is not an application-fee dispute excluded by the API listing.
• If a timeline or document post fails, confirm the user still has the required admin and payment access and that all required fields are populated.
• For won, full-loss, and partial-loss outcomes, verify payment status and amounts after webhook or manual sync processing completes.
• Keep timeline entries factual, dated, and short enough to support later audit review.

Related processes

• Manage Financial Export Batches
• Reports - Students Who Owe Fees

Assumptions and gaps

• The web admin page handles list, details, timeline, and document metadata actions. Advanced evidence upload and dispute action endpoints exist in the API and should be used only by operators with the appropriate chargeback permissions and district process approval.