Preventing Chargebacks & Disputes With Order Insight from Verifi & Visa
Let’s face it: as a merchant, chargebacks can be the bane of your existence.
Disputes are nearly impossible to predict. They’re difficult to regulate, and consistently cost far more money than you hope. Worse, chargebacks will pile up whether you respond to them or not. Plus, if you get too many chargebacks, your processor or acquirer might cancel your account altogether.
Enter Verifi Order Insight.
Verifi, a Visa company, launched Order Insight to help tackle the growing chargeback crisis. Now, with this tool available, you have a powerful asset to stop many types of chargebacks before they are ever filed.
Recommended reading
- Visa Chargeback Rules: Your “A-to-Z” Guide for Visa Disputes
- Visa Chargeback Time Limits: The 2025 Guide
- Visa Acquirer Monitoring Program: Major Visa Updates in 2025
- Rapid Dispute Resolution: Avoiding Chargebacks With RDR
- What is the Visa Arbitration Process for Chargebacks?
- Visa Authorization Rules: Changes to Time Frames & Options
What is Order Insight?
- Order Insight
Order Insight works as a plugin for the Visa Resolve Online (VROL) platform. The service offers automated, real-time data communication between issuers and participating merchants, letting merchants prevent many chargebacks before they happen.
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If a cardholder called the issuer with a complaint under the legacy chargeback system, that complaint usually turned into a chargeback. After that, it was up to the merchant to defend the transaction and pay all mandatory chargeback fees, regardless of the outcome.
However, enrolling in Order Insight (formerly known as the Visa Merchant Purchase Inquiry, or VMPI) gives you the power to answer inquiries in real time.
Automatic responses immediately provide additional information such as shipping confirmation, cancellation number, or product name. In many cases, this information —called a transaction inquiry response — can help identify and resolve invalid or illegitimate complaints.
How Does Order Insight Work?
Order Insight allows merchants to provide issuers with real-time information about a purchase. This can help cardholders recall a transaction and make them less likely to file a chargeback due to false fears about an unauthorized purchase.
One problem with card transactions is that there are information gaps. In practice, this means each of the parties involved get access to some (but not all) the data concerning a transaction.
This is an issue for merchants because the compelling evidence needed to win a chargeback often isn’t revealed until a chargeback is filed.
Order Insight, however, automatically transmits this information in response to the initial inquiry or complaint. To illustrate, let’s assume a buyer completes a purchase, but later contacts the issuing bank, claiming not to recognize the transaction on their statement.
This would have likely resulted in a chargeback under the legacy system. With Order Insight, however, the bank can recall critical information in near real-time. The buyer is provided purchase details which will ideally be enough to prevent the chargeback.
Depending on the data provided, the plugin can stop many disputes in their tracks. Complaints that cannot be successfully resolved through Order Insight will proceed as a normal chargeback.
How Does Order Insight Benefit Merchants?
Order Insight can help merchants prevent customer complaints from escalating into full-blown chargebacks via real-time data sharing, instant fraud alerts, and shameless refunds.
Order Insight from Verifi offers an incredible opportunity to stop chargebacks before they’re ever submitted.
Verifi Order Insight could eliminate most, if not all, of these disputes. The plugin makes it possible to painlessly resolve many cases before the issuer officially files a chargeback. Order Insight even allows you to issue a credit straight to the cardholder if this is the best way to resolve the situation. It can offer:
- Real-time data communication between issuers and cardholders
- Automatically shuts down specific complaints before they become chargebacks
- Instant fraud notifications
- Enhanced customer service
75% of consumers see disputes as an alternative to refunds. At the same time, attempts to get free goods (48%), customers confusing the billing descriptors on their statements (40%), and confusion by transaction amount (37%) are the three primary reasons customers engage in first-party misuse.
Preventing chargebacks through this platform is a win-win for you and your customers. It’s much more cost-effective than fighting disputes. Plus, it will lead to greater customer satisfaction in the long run.
In short: Order Insight can be your ticket to prevent a lot of chargebacks and have better relationships with customers.
A chargeback-free future is just a few clicks away
Enroll in Order Insights through Chargebacks911®.
Request a Demo
Sharing Information With Order Insight
You can share many transaction details with issuers and cardholders via Order Insight, including information about your business and the customer, as well as transaction and product details like the purchase location, order name, device used at checkout, product name, product description, and price.
When sharing information with Visa, you can choose precisely what and how much to send through Order Insight. Any information you share is completely secured and will never be replicated. So, keep in mind that it is generally a good idea to share as many details as possible.
Anything the issuer can use to jog a cardholder’s memory about the original transaction is necessary information that could spare you a chargeback. The information you might share through Verifi Order Insight could include:
The goal here isn’t to call the customer a liar. Instead, you’re gently reminding them of what they ordered, when, and how they paid in order to de-escalate the dispute. Presume good faith on the part of your customers, and they’ll be more likely to show you the same courtesy.
Additional Steps With Order Insight
Once an Order Insight response has been submitted, it’s mostly out of your hands. The initial response you provide may — or may not — be final. That said, you may want to consider preventative measures to ensure there are no further issues involving this customer.
We recommend that you:
- Follow up on any pending actions, such as ensuring that cancellations are fully processed.
- Prepare to respond if transaction information is deemed insufficient.
- Cancel order fulfillment (if possible).
- Cancel any future rebills if part of a recurring billing program.
- If you suspect friendly fraud, flag the customer and consider blacklisting.
Order Insight for merchants even plays a vital role beyond your initial response. Data generated by Verifi Order Insight allows in-depth analysis to better understand your general chargeback situation. You can examine how well your inquiry responses perform and apply those insights to see a long-term reduction in disputes.
Need help interpreting chargeback data? Why not ask the experts?
Request a Demo
No Single Solution is Perfect
Verifi Order Insight should be one of many chargeback prevention tools in your toolbox. To cover all your bases, you’ll need to develop a multi-layered chargeback management strategy that enlists the help of other fraud prevention and chargeback representment tools.
When used in tandem with other fraud prevention tools, Order Insight can help you avoid accidental customer error and merchant error chargebacks.
Unfortunately, these solutions cannot help you fight chargeback abuse or cyber shoplifting. These disputes, which are filed out of a willful and deliberate intent to deceive, are difficult to spot… and even more challenging to stop.
That’s because deliberate friendly fraud is often carried out by once-legitimate customers, rather than career criminals. In other words: intentional friendly fraud often looks like a normal purchase… until it isn’t.
Order Insight can (and should) be one tool in your chargeback management arsenal, but you should complement the solution with other prevention and representment tools so that you are properly equipped to contest disputes that inevitably pierce your fraud defenses.
Getting Started With Order Insight
It’s important to emphasize that Visa Order Insight is optional. That said, it’s in your best interest to enroll. If you choose not to participate, all inquiries may progress to a dispute automatically.
You need connectivity with Visa’s systems to implement this solution and enjoy the benefits of Visa Order Insight. Once your business is integrated, you can immediately start reaping the benefits of real-time chargeback reduction.
The fastest, easiest, and most effective way to get started is through a Visa-authorized facilitator like Chargebacks911®, who will integrate with the platform on your behalf. In most cases, you’ll only need to provide basic merchant account details. We’ll handle all the other complex elements of your integration process for you.
Our clients enjoy the benefits of easy, instant integration with the Visa Resolve Online platform. We can offer:
- More revenue recovered
- Reduced costs and better resource allocation
- Increased net income
- Long-term chargeback reduction
Whether you’re in the market for a facilitator or end-to-end chargeback management, Chargebacks911 offers the services you need. Ready to see what we can do for you? Request your free dispute analysis below and start saving today.
FAQs
Who is the parent company of Verifi?
Visa, which acquired Verifi in 2019, is now its the parent company of Verifi.
What Information Can I Share with Order Insight?
You might share merchant information, customer information, order details, and product specifications. When sharing information with Visa, merchants can choose precisely what and how much they send through Order Insight. Any information you share is completely secured, and will never be replicated, so keep in mind that it is generally a good idea to share as many details as possible.
Can Visa Order Insight prevent chargebacks?
Yes. Order Insight is a powerful tool that any Visa merchant can integrate with their existing merchant account. As promised, the plugin does allow merchants to avoid many types of chargebacks and resolve disputes swiftly and efficiently within a centralized framework. The chargebacks Order Insight can help you avoid generally result from error, either on your part, or your customer’s.
What is the difference between Verifi and Ethoca?
Verifi is a chargeback prevention alert network that majorly serves merchants using Visa accounts in the United States, while Ethoca serves Mastercard merchants worldwide.
How can I sign up for Order Insight?
You need connectivity with Visa’s systems to implement this solution and enjoy the benefits of Visa Order Insight. Once your business is integrated, you can immediately start reaping the benefits of real-time chargeback reduction. The fastest, easiest, and most effective way to get started is through a Visa-authorized facilitator like Chargebacks911®, who will integrate with the platform on your behalf.
