Refund and chargeback history

Detects refund and chargeback histories: a refund/chargeback/dispute history phrase combined with populated dispute data - rows keyed by an order or customer identifier, labelled chargeback amounts, reason codes, ARNs or dispute IDs, masked card numbers or labelled customer identifiers. Phrase-only mentions (refund policies) stay discovery-only.

Type: regex
Engine: boost_regex
Confidence: medium
Confidence justification: Enforce tiers require populated dataset structure (a data row keyed by a customer/record identifier, a labelled value or a labelled identifier) beside the topic phrase; a column header on its own only counts toward 85, so blank extracts stay at 65. Help pages, policies, product copy and news that only name the topic stay at 65. Medium because internal analytics documentation with worked examples can still reach 75.
Detection quality: Topic false positive
Jurisdictions: global
Regulations: Privacy Act 1988 (Cth), Competition and Consumer Act 2010 (Cth), Information Privacy Act 2009 (Qld), NDB Scheme (Cth), GDPR
Frameworks: ISO 27001, ISO 27701
Data categories: pii
Scope: wide
Risk rating: 8
Platform compatibility: Purview: Compatible, GCP DLP: Compatible, Macie: Compatible, Zscaler: Compatible, Palo Alto: Degraded, Netskope: Unsupported

Pattern

(?i)\b(?:refund\s+and\s+chargeback\s+history|(?:refund|chargeback|dispute)\s+(?:history|records?|log|reports?|register)|chargebacks?\s+(?:case|file)|credit\s+notes?)\b

Corroborative evidence keywords

friendly fraud, serial refunder, goods not received, not as described, representment, pre-arbitration, cardholder dispute, refund abuse, issuer, acquirer

Proximity: 300 characters

Should match

Refund and chargeback history - customer 88104421 order_id,refund_amount,chargeback_amount,reason_code,dispute_date,case_status SO-771904,0.00,189.90,4853,2026-08-19,representment SO-771955,34.95,0.00,,2026-09-03,refunded Card 4564 **** **** 1123. Flagged as possible serial refunder. — Dispute extract - header, order rows, masked card and dispute evidence (85)
Chargeback case Chargeback amount: $189.90 Received on 19/08/2026. — Single labelled chargeback amount (75)
Chargeback file - online store disputes team Order ID: WEB-4418802 Dispute ID: DP-2026-55102 Reason code: 13.1 merchandise not received Card used: 5217 **** **** 0094 Issuer claims goods not received; courier proof of delivery attached and representment lodged with the acquirer on 07/10/2026. — Chargeback file with order ID, dispute ID, reason code and masked card plus representment evidence (85)

Should not match

Help centre article: customers can view their refund history in the app. Our refund policy explains how chargeback disputes are handled; keep receipts for 12 months. — Refund policy / help article
Chargeback case Chargeback amount: $________ Reason code: __________ Case ID: __________ — Blank case form - placeholder values
Merchants reported chargeback records rising 18% this year as refund abuse grew, according to a news report. — News item
unrelated generic text without domain phrases — Unrelated
customer invoice — Generic word pair

Known false positives

Privacy notices, help-centre articles, product pages and policies describing refunds and chargebacks. Mitigation: They name the topic without populated rows, labelled values or identifiers, and guidance/help framing is excluded, so they stay at 65.
Analytics training material and documentation with worked examples of refunds and chargebacks. Mitigation: Training and template framing is excluded; unframed worked examples with realistic rows can still reach 75.
News and industry commentary with aggregate statistics. Mitigation: Aggregate percentages are not keyed to a record identifier, so they do not satisfy the row or labelled-value structures.
Supplier credit notes in accounts payable. Mitigation: 'credit note' is a discovery-only primary; enforce tiers need populated dispute structure.