Resolution Rules

Resolution rules tell the system how to handle incoming alerts, whether to refund, dismiss, or escalate for manual review. You can filter by transaction amount, date, reason code, reason category, and more.

Go to Settings > Resolution Rules to create, edit, or delete rules.

Creating a new rule

Each resolution rule applies to exactly one enrollment. If you have multiple enrollments or merchant accounts, you'll need separate rules for each. This gives you precise control over behavior per merchant account.

Modifying existing rules

Changes to a resolution rule apply only to alerts received after you save. Already-received alerts aren't affected. If you have unresolved alerts that should match a new rule, contact support, we can re-queue them for processing.

Deleting or disabling rules

Deleting or disabling a rule stops it from applying to new alerts immediately. It won't change your enrollment settings or affect previously resolved or declined alerts.

If an incoming alert doesn't match any rule, it goes to manual review in the Action Required tab. You'll have up to 48 hours to make a refund decision (timeframe varies by network). After that, the alert is automatically declined.