> ## Documentation Index > Fetch the complete documentation index at: https://docs.waffo.ai/llms.txt > Use this file to discover all available pages before exploring further. # Risk > View and handle customer issues and chargebacks on one page ## Risk Overview The Risk page puts [customer issues](https://docs.waffo.ai/mor/customer-issues.md) and [chargebacks](https://docs.waffo.ai/mor/chargebacks.md) in one list, so you can see at a glance what needs your action and which case is most urgent. * **Where**: **Insights → Risk** in the sidebar. Older links to a customer issue or chargeback open the matching details on the Risk page. * **Who**: the store Owner and Admins can view and act. * **Mode**: test-mode and live-mode data are shown separately. *** ## Summary Cards | Card | What it shows | | - | - | | **Needs your action** | Customer issues and chargebacks in the Needs action group, with a split by type underneath | | **Due within 24 hours** | Cases that need your action and whose response deadline is within 24 hours, overdue ones included. Underneath: how many hours are left on the earliest one | | **Chargeback rate** | New chargebacks in the last 30 days ÷ successful payments, with the change from the previous 30 days (pt) | | **Customer issue rate** | New customer issues in the last 30 days ÷ successful payments, with the change from the previous 30 days (pt) | *** ## The List | Column | What it shows | | - | - | | Created | When the issue was submitted or the chargeback was filed | | Type | Customer issue or Chargeback | | Product | The product on the linked payment | | Customer | The customer on the linked payment | | Reason | Customer issues: "topic: the first sentence the customer wrote". Chargebacks: "reason (reason code)" | | Amount | Customer issues: the payment amount. Chargebacks: the disputed amount | | Status | The status group — see [Status groups](#status-groups) below | | Due | Customer issues: the first-response deadline. Chargebacks: the response deadline | * A deadline turns red when 24 hours or less remain, and shows **Overdue** once passed. Cases that do not need your action show "—". * Sorting: cases that need your action come first, earliest deadline first; everything else is sorted by most recent activity. ### Filters and search | Filter | Options | | - | - | | Status | Needs action, Under review, Resolved, Won, Lost — multi-select. **Only Needs action is selected by default** | | Type | Customer issue, Chargeback — multi-select | | Search | Product, order or case ID; also matches the payment ID, the card network dispute number, and the customer's email | When you select a single type, the Status filter lists only the groups that apply to it: Won and Lost are for chargebacks only, and Resolved is for customer issues only. ### Status groups | Group | Customer issues | Chargebacks | | - | - | - | | **Needs action** | Every open issue, including ones you replied to and are waiting on the customer | First or second cycle, waiting for you to defend or accept | | **Under review** | The linked refund is processing | Defense submitted and under review, or moving to the second cycle | | **Resolved** | Resolved, Closed | — | | **Won** | — | Won, Withdrawn, Settled | | **Lost** | — | Lost, Accepted, Expired, and Needs action cases past their response deadline | For the statuses inside each group, see [Issue statuses](https://docs.waffo.ai/mor/customer-issues.md#issue-statuses) and [Chargeback statuses](https://docs.waffo.ai/mor/chargebacks.md#chargeback-statuses). *** ## Issue Details Click a customer issue to open **Issue details** on the right: | Section | Contents | | - | - | | Header | The status and **Respond by** date; red when 24 hours or less remain | | Issue summary | Submitted, Reason, Issue ID, Order ID, Payment ID, Customer email — each one copyable | | Payment | Product, amount, card, payment date, and whether it is a subscription. Click through to the payment details to refund | | Conversation | Messages from the customer, your team (showing who replied), and Pancake Support, plus system events | From the details you can: * **Reply to customer**: type in the box at the bottom (up to 2,000 characters) and press Enter to send. * **Mark as resolved**: once confirmed, the customer is notified and can reopen the issue within 7 days. You can add an optional note for the customer. * **Refund**: start it from the payment details, then come back to reply or mark the issue as resolved. For the rules and deadlines, see [Customer Issues](https://docs.waffo.ai/mor/customer-issues.md). *** ## Chargeback Details Click a chargeback to open **Chargeback details** on the right: | Section | Contents | | - | - | | Header | The group, the cycle (shown for the second cycle), and the **Response due** date | | Chargeback summary | Filed, Response due, Case ID, Reason, Reason code, Amount, Chargeback fee, Order ID, Payment ID, Customer | | Payment | Product, amount, card, payment date. A notice appears if the subscription is still billing or the payment was refunded | | Linked case | First or second cycle, and the case status | | Evidence | Uploaded files and when they were submitted. Files can be downloaded; unsubmitted files can be removed | | About funds | How the disputed amount and chargeback fee are deducted from your balance, and when they come back | While a case needs action and the response deadline has not passed, **Submit defense** and **Accept chargeback** appear at the bottom of the details. After the deadline, every action is disabled. ### Submit a defense **1. Click Submit defense** **Evidence to prepare for your defense** at the top of the dialog shows the issuer's own requirements for this reason code, in English. **2. Upload evidence** Drag files onto the upload area, or click **Choose files**. PDF, JPEG, or PNG, up to 10 MB each, up to 10 files per case. **3. Add notes for the issuer (optional)** Explain in English why the charge is valid, up to 2,048 characters. **4. Confirm** The dialog shows how many files will be sent. Submitted files can no longer be removed, and a \$10 defense fee is charged. > [!NOTE] > > The second cycle does not accept new evidence; your first-cycle material stands. Before you defend the second cycle you must tick **I understand the arbitration risk.** If the issuer still disagrees, the case may go to arbitration, which can cost around \$500 if it is not decided in your favor. For the evidence each reason code needs, see [Evidence by reason code](https://docs.waffo.ai/mor/chargebacks.md#evidence-by-reason-code). ### Accept a chargeback Click **Accept chargeback** and confirm. This can't be undone: the disputed amount is not returned and the chargeback fee is not refunded. *** ## Customer Issues & Chargebacks in Analytics The **Customer issues & chargebacks** section on the **Analytics** page follows the Analytics date range and, like the Risk page, is shown only to the store Owner and Admins: | Chart | What it shows | | - | - | | New cases | New customer issues and chargebacks per day, week, or month in the selected period | | By reason | The top 8 reasons. Customer issues are grouped by topic; chargebacks by Fraud, Authorization, Processing error, Consumer dispute, or Other | *** ## Related > [card] [Customer Issues](https://docs.waffo.ai/mor/customer-issues.md) > > Where customer issues come from, deadlines, and how to handle them. > [card] [Chargebacks](https://docs.waffo.ai/mor/chargebacks.md) > > The chargeback process, fees, and evidence requirements. > [card] [Payments](https://docs.waffo.ai/dashboard/payments.md) > > View payment details and issue refunds. > [card] [Analytics](https://docs.waffo.ai/dashboard/analytics.md) > > Business insights and performance metrics. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.