Chargeback Prevention Overview

Chargeback Prevention is available as an Early Access feature and must be enabled at both the tenant and user level.

Cleo must enable the Chargeback Prevention solution for your tenant. In addition, each user must opt in using the Early Access setting on their My Profile page before Chargeback Prevention views and reports are available. See Enabling Chargeback Prevention.

Chargeback Prevention evaluates order, shipment, and fulfillment activity to identify execution conditions commonly associated with retailer deductions and penalties.

The solution uses the On‑Time Shipment In‑Full (OTSIF) metric to assess whether shipment commitments related to timing and quantity were met within required timeframes.

Chargeback Prevention is intended for teams responsible for monitoring order fulfillment and shipment performance.

It supports ongoing review of execution outcomes across orders and partners rather than one‑time or ad‑hoc analysis.
 

Chargeback Prevention identifies execution conditions that commonly lead to retailer deductions and penalties.

The solution evaluates order, shipment, and fulfillment activity against defined service‑level expectations, including shipment timing and quantity commitments. On‑Time Shipment In‑Full (OTSIF) is used to determine whether shipment obligations were met within the required timeframes.

Execution data is pulled together to highlight exceptions, trends, and patterns tied to chargeback risk. Dashboards and reports show current performance alongside past results.

At a high level, Chargeback Prevention focuses on:

• Monitoring execution against accepted order and shipment commitments
• Evaluating fulfillment performance using the OTSIF metric
• Identifying patterns associated with missed SLAs and deductions

These elements define how execution data is evaluated for compliance risk across orders, shipments, and partners.

In practice, chargeback prevention involves ongoing monitoring and review across several views rather than a single task or screen.

Teams typically move between order activity, fulfillment performance, and dashboards to see where execution begins to fall out of alignment with expectations.

A common pattern includes:

• Reviewing order and fulfillment activity to understand shipment commitments and execution status
• Using the OTSIF metric to confirm whether those commitments were met on time and in full
• Monitoring global dashboards to surface exceptions, recurring issues, and broader trends
• Drilling into specific orders or shipments to understand execution outcomes

Chargeback Prevention requires tenant configuration by Cleo. Contact Cleo to have your tenant configured.

After configuration is complete, enable Chargeback Prevention as follows:

1. In CIC, open My Profile

   

2. Select Early Access and enable Chargeback Prevention

   

Once enabled, Chargeback Prevention functionality becomes available in your environment.

• Reviewing Orders and Fulfillment Activity
  Investigate order, shipment, and fulfillment details that can contribute to chargebacks.
• On‑Time Shipment In‑Full (OTSIF)
  Understand the metric used to evaluate on‑time and complete shipment performance.
• Working with Global Dashboards
  Monitor chargeback risk and performance metrics across orders, shipments, and invoices.