What is Ethoca?

What is Ethoca?

Ethoca is a Mastercard company that helps merchants and issuers prevent and resolve disputes before they become chargebacks. It does this in two main ways: early alerts you can act on right away, and sharing clear receipt and order data with banks when customers question a charge.

Core services

• Ethoca Alerts. You receive an alert that a cardholder disputed a transaction. You have a short window to refund and stop fulfillment or access. If resolved in time, a network chargeback is usually not created. Confirm counting rules with your acquirer.

• Ethoca Consumer Clarity. When a cardholder contacts their bank or taps a transaction in the banking app, the issuer can show your enhanced receipt and order details. This helps the customer recognize the purchase and often ends the issue early.

How it works

A potential dispute starts at the issuer. For Alerts, Ethoca sends you case details so you can match to the order and take action. For Consumer Clarity, the issuer requests data and you return a receipt with item and delivery details in real time. If the customer is satisfied or you refund quickly, the case usually ends before a chargeback is created.

What data to share for Consumer Clarity

Send the merchant name that matches your billing descriptor, order ID, date and time, item names and prices, customer contact, fulfillment status, shipping address and tracking link, or digital access records such as login and IP. Include refund and cancel policy text shown at checkout and a support link.

Why it matters

Acting on alerts lowers your chargeback count and helps you stay below network limits. Clear receipts reduce unrecognized charge disputes, cut support contacts, and prevent avoidable chargebacks.