Reach Admin Basics

Why are the Visuals Loading Blank

If a visual appears blank, it either means there is no data to display for that visual or the user does not have access to this data. Our access logic updates daily, if you are still not seeing data the next day, please contact: [email protected]

What Time Zone is the Data presented in

All dates referenced in the dashboard are displayed in Coordinated Universal Time (UTC) to maintain consistency across the Reach Admin platform.

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Transaction Handling

Why is the “Difference Percent” green for refunds but showing a negative percentage

In contrast to the other “Difference Percent” visuals, a decrease in refunds is considered to be a positive metric, therefore showing as green.

Why do the “Difference Percent” values change when I select a different currency

We convert all currency amounts based on it’s specific daily FX rate on the day of each transaction, which leads to variances in percentage differences.

What does an “Unknown” Chargeback reason mean

The original chargeback reasons are provided by an external system. In rare circumstances, the chargeback reason was not provided to Reach. In these instances, Reach has labeled the reason as “Unknown”.

What is a Duplicate Transaction

To provide a more accurate representation of the authorization rate, we identify transactions as unique or duplicate attempts based on a number of identifiers associated to the consumer and their transaction attempt. If you'd like to learn more or if you'd like to see the data including duplicates, please reach out to [email protected]

What countries are these country codes for

We use the International Organization for Standardization (ISO-3116) country codes, you can read up more about the codes and their respective countries here: https://en.wikipedia.org/wiki/List_of_ISO_3166_country_codes

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Understanding the Reach Admin Data

How is Authorization Rate calculated

The Authorization rate is calculated by dividing the number of successfully authorized transactions by the total number of authorized and not authorized transactions, excluding duplicates.

Formula:

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( total authorized / ( total authorized + not authorized) )

What is the definition of a New Customer

A ‘New Customer’ is someone who completes a transaction with a merchant for the first time. New Customers are identified by their unique email address with a merchant.

Can I export this Data

Dashboard data is currently not available for export. If you have any questions about your metrics, please contact [email protected]

How often does the data refresh

Dashboard data is currently refreshed every day at 3:00am Coordinated Universal Time (UTC) and includes all data up to the end of the previous date.

How is the chargeback to transaction ratio calculated

The chargeback to transaction ratio is calculated by dividing the total chargeback volume by the total authorized transaction volume. The chargeback date and transaction start date are in the same period for this calculation.

Formula:

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( total chargebacks) / (total authorized transactions))

What is an acceptable Chargeback to Transaction ratio

Chargeback to transaction ratios are evaluated depending on the payment method and card scheme (Visa, Mastercard, PayPal, etc). Generally, a chargeback to transaction ratio by count below 0.50% is acceptable. A chargeback to transaction ratio by count at or above 0.75% is high. The acceptable thresholds for chargeback to transaction ratios are subject to change based on requirements from card schemes and payment methods.

Card schemes have monitoring programs designed to monitor merchants with a high amount of disputes. These monitoring programs continuously update the calculations and thresholds indicating excessive chargebacks. Effective April 2025, the Visa Acquiring Monitoring Program defines a chargeback to transaction ratio above 0.50% as excessive. Please refer to Visa and Mastercard dispute monitoring program documentation or contact [email protected] for up-to-date information on acceptable chargeback to transaction ratios.