Invoices & payments

Recording a chargeback manually

Overview

When a customer reverses an invoice that has already been paid — as a SEPA direct debit return or a card chargeback — Kyvento normally learns about it automatically through your payment provider's webhook. There is one case in which that notification does not arrive: Unzer communicates chargebacks in live operation through the merchant portal and by email, that is, directly to you and not to Kyvento.

As long as you do not record the reversal, the invoice still counts as paid, the subscription keeps running and dunning stays silent. This article shows how to record such a reversal by hand.

First check whether it is necessary at all

With Stripe and PayPal the notification usually arrives automatically. So always open the affected payment in Kyvento first: if it still shows "Successful" and the invoice shows "Paid", the notification did not arrive and you record it by hand. If it already shows "Disputed", there is nothing to do.

Do not record anything on suspicion — have your payment provider's notification at hand. Recording requires full access to invoices.

Step by step

  1. Open "Payments" and click the affected payment. Alternatively you find it on the invoice detail page in the "Payments" section.
  2. In the detail area, scroll to the "Chargeback" section. It only appears for a successful payment that has no reversal recorded yet.
  3. Click "Record chargeback" and confirm the prompt.

Kyvento always reverses the full payment amount with the current date. A partial reversal cannot be represented here.

What Kyvento does then

Recording it manually has exactly the same effect as the automatic processing of a reversal — it is the same operation, just triggered by hand:

  • The payment changes to "Disputed" — the customer portal shows the same state.
  • The associated invoice is reopened and appears as an outstanding receivable again — with the due date set to the day of the reversal.
  • A running subscription of that customer is suspended until the matter is settled.
  • For the reopened invoice, the dunning ladder for reversals applies — see Failed payments: smart retry.

Your own Kyvento contract is not affected by this. A reversal by one of your customers says nothing about whether you pay for your Kyvento subscription — your access remains fully intact.

You cannot record it twice

If your payment provider reports the same event later via webhook after all, Kyvento recognizes it as already recorded. No second entry is created and the invoice is not reopened a second time. The same applies if you press the button twice by mistake.

This works via the payment provider's reference, by which Kyvento recognises the operation. For a payment without such a reference — a bank transfer recorded by hand, for instance — that anchor is missing; then again, no webhook arrives for those that could double-book.

If the button does not appear

  • The payment was never successful — then there is nothing to reverse.
  • A reversal has already been recorded — the payment then already shows "Disputed".
  • The signed-in user lacks write permission for invoices — contact the account owner.

And if the case is settled in your favour?

If you win the case with the payment provider, the reversal is resolved there and the payment is shown as successful in Kyvento again; the suspended subscription comes back to life. If that notification does not arrive automatically, contact our support — we will correct the record together with you.

Next steps

← Back to Support

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