How to track Mercado Pago claims and chargebacks in Zendesk

By Jake Marsh · Updated

To see a customer's open Mercado Pago claims and chargebacks in Zendesk, install Pagowell and open their ticket. A Needs attention card at the top of the sidebar lists the open claims and chargebacks on their payments, nearest deadline first: for a claim, the next step Mercado Pago expects and when it's due; for a chargeback, whether documents are due and the documentation deadline. You then answer them in Mercado Pago.

How it works

  1. Pagowell finds the customer's payments by the emails on their Zendesk profile, a CPF, CNPJ, CUIT or RUT in the ticket, payment ids in the ticket and your order reference.
  2. It checks the disputed ones. Payments with the status "In dispute" or "Chargeback" are checked for open claims and chargebacks, up to six disputed payments each time the sidebar loads.
  3. It sorts by urgency. The Needs attention card shows the count, for example "Needs attention (2)", and lists each item with "due today", "due tomorrow", "due in 4 days" or "overdue by 1 day".
  4. It blocks refunds where they'd conflict. A payment with an open claim can't be refunded from the sidebar until the claim is settled, because Mercado Pago holds the money.

What a claim shows

FieldValues you'll see
StageOpen claim, In mediation, Reopened (the line reads, for example, "Open claim on payment ...")
ReasonProduct not received, different or defective product, purchase cancellation
Next stepRefund, reply to the buyer, reply to the mediator, ask for mediation, send a shipping promise, accept the return, add shipping proof
DeadlineThe due date Mercado Pago gives for that step, or "no deadline given"

What a chargeback shows

Documents statusMeaning
Send documentsDocuments are due before the documentation deadline. In the Needs attention card.
Documents under reviewYou sent them and Mercado Pago is reviewing. In the Needs attention card.
Documents accepted / Documents rejectedMercado Pago's decision on what you sent. Shown on the payment, not in the card.
No documents sentMercado Pago reports that no documents were supplied. Shown on the payment, not in the card.
No documents neededNothing is asked of you. Shown on the payment, not in the card.

A chargeback in the card can also show Covered by Mercado Pago, when Mercado Pago's protection covers it.

A daily routine for your team

  • Work the card from the top. The first item is always the nearest deadline, so an agent who opens the ticket sees what is urgent before reading the conversation.
  • Answer in Mercado Pago. Pagowell shows claims and chargebacks; replies to the buyer or mediator and document uploads happen in Mercado Pago.
  • Write the outcome on the ticket. Once the claim is settled, a refund, if one is due, can be made from the sidebar and is logged as an internal note with the pagowell_refund tag.

Limits

  • Pagowell reads claims for the payments it found for this requester, within the search window (180 days by default, up to 365), and checks up to six disputed payments per load.
  • It doesn't send claim replies or chargeback documents.
  • The deadline is the one Mercado Pago reports. If Mercado Pago gives none, the card says "no deadline given".

What it costs

Pagowell is $10 a month per agent, billed monthly by Zendesk, with a 14-day free trial (Zendesk asks for a card at install). See the Pagowell documentation for the full reference.

Pagowell

Mercado Pago payments sidebar: refunds, claim deadlines and subscriptions on the ticket. $10/agent. $10 a month per agent.

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Questions

What is the difference between a claim and a chargeback in Mercado Pago?

A claim (reclamo or reclamação) is opened by the buyer with Mercado Pago, and Mercado Pago holds the money while you answer it. A chargeback (contracargo) is a reversal through the buyer's card issuer, where you may be asked for documents by a deadline.

Can I refund a payment that has an open claim?

Not from the sidebar. Pagowell blocks it and points you to answer the claim in Mercado Pago before its deadline.

Will the card show claims from other customers?

No. It only covers payments whose payer email or document is exactly the requester's.

Does Pagowell alert me before a deadline?

It shows the deadline whenever an agent opens a ticket from that customer, sorted first. It doesn't send emails or notifications.

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