Chargeback Investigation and Fraud Dispute

Last updated: March 18, 2026

In the event of a chargeback or fraud dispute, Noibu can help fraud teams review shopper behavior, validate claims, and gather evidence. Chargebacks not only reduce profit margins but also require time-consuming investigation. Session replays enable fraud analysts to review specific order sessions, identify red flags, and detect patterns that could indicate abuse.

Workflow

  1. Ensure you are passing an order identifier to Noibu as a custom attribute. 

  2. In response to a chargeback or dispute, filter the Sessions page by the relevant order identifier. 
  3. Watch the session replay to examine shopper behavior. Look for signs of fraudulent activity:
    • Session Symptoms: Card Declined, Multiple Payment Gateway, Broken Button
    • Repeated clearing and re-entry of payment fields
    • Mismatched shipping and billing info

  4. Use the Same Browser Sessions tab to check if the shopper has visited before.

  5. Compare session location in Session Details with expected customer region to detect anomalies.

Common Filters

  • Custom ID values (order ID)
  • Session Symptoms (Card Declined, Multiple Payment Gateway)
  • URL
  • Session Metadata (location, device history)

Next Steps

As you review a session replay for fraud investigation, you may discover details or insights that should be shared with other team members for more context, prioritization, and/or debugging. Learn more about gauging the impact of a session, and how to share or action it.