Before you start
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Follow the path that matches your account. Provider screenshots come from the linked official documentation and may show a different theme or older navigation. Configuration examples are labelled separately.
Permissions to choose
Use these exact permission names. Conditional permissions are needed only for the features described.
| Permission / scope | When needed | What it allows |
|---|---|---|
Workspace access to imports / case management | Required | Create source records or attach evidence within your authorised workspace. |
Authority to provide evidence | Required | Upload documents that you are authorised to supply and confirm they contain no CVV or CVC values. |
Provider API scopes or account password | Not requested | A file import uses the selected file; it does not connect to the provider account. |
Staff or AI permission for selected email | Conditional | Mailbox evidence has its own message-specific consent flow, described in the Gmail and Microsoft guides. |
Do not include passwords, API secrets, payment card numbers or card security codes in source files. Ordinary order IDs and tracking references should be preserved.
Import a CSV, Excel, XML or JSON export
Start with a small sample and compare a known order before importing the rest. The downloadable Revient template contains headers only.
Prepare the source file or template
Your source system, or Revient → Integrations → Upload file
- Export the relevant orders or transactions, or choose Download Revient template and add the source values under its headers.
- Use UTF-8, or UTF-16 with its byte-order mark. Comma, semicolon and tab separators are detected. Convert other encodings to UTF-8 before uploading.
- Preserve original order and dispute IDs as text. Keep the original file and make any verified formatting corrections in a working copy.
You should seeA supported text export is ready, within the 10 MB and 10,000-row limits.Choose the export and read its columns
Revient → Import orders and evidence → Choose your export
- Select the matching Export preset and enter Original store identity.
- Choose your file (CSV, TSV, Excel, XML or JSON). Optionally select or name a Reusable mapping.
- Click Read columns.
You should seeCheck the mapping appears with the file's headers and suggested field matches. A preview has not yet been imported.Match each fact to its source column
Revient import → Check the mapping
- Map sourceOrderId or orderNumber so every record has an original order identity. Check each suggested mapping rather than accepting the preset without review.
- Map grossTotal and currency together. CSV and manual amounts use decimal major units, such as 125.50 with GBP; never paste API minor-unit totals into these amount fields.
- Use date values with a verified timezone, such as 2026-09-30T12:00:00Z. Leave unavailable fields at Not available in this file; keep dispute fields unmapped unless the source establishes them.
You should seeThe mapping represents the actual source facts without invented dates, currencies or disputes.Map payment outcomes and each parcel without changing their source
Revient import → Check the mapping
- Map avsResult, securityCodeResult and threeDsResult only when the source contains those verification outcomes. Never paste an actual CVV, CVC, PAN or secret. authenticationObservedAt keeps the source time; leave unavailable values blank.
- Use parcelId and parcelDirection to distinguish OUTBOUND, REPLACEMENT and RETURN parcels. Keep each tracking number attached to its own parcel.
- trackingDestinationPostcode and trackingDestinationCountry remain merchant-imported references, not independent carrier address verification. proofFileName records a filename only: upload the actual document or image on the selected case after import; Revient does not fetch a URL from that column.
You should seeThe preview keeps imported payment assertions and delivery references distinct from provider-verified facts and retained proof assets.Check item rows and refund semantics
Revient import → Check the mapping
- For repeated item rows, map a consistent order-level total instead of an individual item's price. Rows sharing the order and dispute identity are grouped.
- For individual refund transactions, map transactionId, transactionKind, transactionAmount, transactionCurrency and transactionStatus. Use actual unique transaction IDs and final statuses.
- Do not combine a cumulative refund total with individual refunds as though both were separate refunded amounts. Review conflicting or ambiguous values before importing.
You should seeOrder totals are counted once and refunds retain their actual source meaning.Validate the mapping and review every warning
Revient import → Validate and preview
- Click Validate and preview, then review grouped record counts, source row numbers and validation messages.
- Compare a known order. The preview displays minor units: 12550 GBP means £125.50, even though the input amount was 125.50.
- Correct rejected rows in your source copy and upload again. If a confirmed loss lacks another fact, leave that fact unavailable and review Needs information. Missing or non-lost outcomes do not create new intake records.
You should seeValid records match the source. Rejected rows remain visible and will be skipped if you continue.Import valid records and check the result
Revient import → Import valid records
- Select Import valid records, then Open intake queue and progress.
- Review Worker progress and Recent imports. For retained history, select Review retained record; for an accepted confirmed loss, select Open case.
- Use the same store/provider identity and original IDs on future imports. Keep separate dispute IDs for distinct genuine disputes against the same order.
You should seeAccepted confirmed LOST disputes retain versioned source records. Incomplete confirmed losses show Needs information. New non-lost records are skipped; updates to historical source records remain review-only and cannot enable recovery.
Add one record manually
Use this when you have a small set of supported facts without a usable export. You can save a draft without entering dispute information.
Open the manual form and identify the source
Revient → Integrations → View draft intake and import history → Add manually
- Choose the actual Source platform, or MANUAL where appropriate.
- Enter the Original store identity and the original order ID or number. Reuse existing source identities when this record relates to an imported order.
You should seeThe record can be tied back to its source store and order.Enter only facts supported by your evidence
Manual form → Order and customer / Dispute / Supporting facts
- Enter the known order and customer details. Money needs its true currency; decimal amounts and timezone-bearing dates follow the same rules as CSV import.
- Enter LOST only when the actual dispute record confirms a final loss. Other outcomes do not create new intake records. Leave other missing facts blank; do not guess them.
- Add known payment, tracking, refund and return facts. A tracking number alone is not a delivery date.
You should seeUnknown facts remain blank instead of being filled with assumptions.Save and review missing facts
Manual form → Save intake record
- Click Save intake record and review the saved source record.
- Check Missing or conflicting facts. To add supported facts, choose Import additional source facts and reuse the same original store and order identities in the updated file.
You should seeA confirmed LOST dispute is retained. Missing facts show Needs information in Cases. An order without a confirmed loss does not create a new intake record.
Attach a PDF, image or supporting file to a case
Files belong to the relevant case in your workspace. Revient scans and stores them privately; it does not automatically perform OCR or extract order facts from them.
Open the correct case's evidence page
Revient → Cases → selected case → Manage email and document evidence
- Check the case identifier, order and customer before adding a document.
- Open Documents and attachments. New files inherit the selected case's immutable Test or ordinary classification. Access, archive state, file safety and your role are checked before upload.
You should seeThe evidence page belongs to the intended case. Incomplete confirmed LOST disputes retain their evidence while missing facts are reviewed.Choose the file and confirm authority
Case evidence → Documents and attachments → Evidence file
- Select a PDF, PNG, JPG, CSV or TXT file up to 10 MB.
- Confirm that you have authority to provide it and that it contains no card security codes (CVV or CVC). Keep API secrets and passwords out of evidence files.
- Click Upload evidence. If storage or scanning is unavailable, resolve the displayed setup issue before retrying.
You should seeRevient scans the upload before making it available. The source file is supporting evidence, not a verified set of extracted facts.Check the scan result and retained file
Case evidence → Documents and attachments
- Look for Scanned and available. Use Download to verify the intended file through your authenticated case session.
- A quarantined file cannot be downloaded. Follow the displayed error for a rejected file rather than repeatedly uploading it unchanged.
- Review the document manually. Use Remove file to remove evidence explicitly when it is no longer wanted; retained testing evidence is not automatically deleted by age.
You should seeThe clean file is available only through authorised case access and remains associated with its source evidence.
Review the collected evidence
Check the source facts and processing result after completing the provider-specific connection steps.
Check the case and automatic evidence results
Revient → Integrations → Intake, then Cases → Evidence
- Compare mapped customer name, email, phone and address fields against the supplied export. Preserve original dates, currencies and provider identities, and leave unavailable fields blank.
- Shopify intake accepts only CHARGEBACK disputes with final status LOST and a verified remaining disputed balance. Inquiries, won and open outcomes are excluded before customer enrichment, tracking, scoring and AI.
- Confirmed lost chargebacks with missing facts appear in Cases as Needs information. Missing facts remain unknown until supported by evidence.
- Historical non-qualifying records remain in internal audit history, outside merchant intake and active Cases.
- Cases combines retained Test and ordinary records. A small Test badge identifies records that cannot be routed, sold or counted in live financial totals. AI still requires its approved configuration and valid permissions.
- For each outbound, replacement or return parcel, check the tracking number, event dates and item coverage. Registration requires a confirmed lost dispute and verified notification-disabled settings. Delivery photos and signatures are separate private assets; unavailable assets are labelled, and a recipient postcode does not prove the delivery address.
- Use the row menu for one case. Select at least two checkboxes to show bulk actions. Refresh evidence requests current connected-source data and then checks it; Recheck stored evidence uses the facts already retained. Follow each row's progress and refusal reason.
- Archive retains history and may be blocked by active obligations. Use the Archived filter to restore a case. Reimporting its source does not restore it.
You should seeYou can identify the current evidence, unknown fields, processing state and next merchant action without losing historical assessments.
The Revient import screen
Use the source platform and original store identity for your file.
| Revient field | Where to find it | Example / guidance |
|---|---|---|
| Export preset | Choose the provider that produced the file, or OWEFLOW for the downloaded template. | SHOPIFY, WIX or OWEFLOW |
| Original store identity | The original store domain or provider store ID. Reuse the identity of an existing API connection where applicable. | your-store.myshopify.com |
| CSV, Excel, XML or JSON file | An order/transaction export or a completed Revient template. | orders.xlsx |
| Reusable mapping name (optional) | Choose a saved mapping or name the column layout you are creating. | Monthly order export |
| Evidence file | Case evidence → Documents and attachments. Choose PDF, PNG, JPG, CSV or TXT. | delivery-confirmation.pdf |
| avsResult / securityCodeResult / threeDsResult | Verification outcomes reported in the original payment export. These remain merchant-supplied assertions, not an authenticated processor response. | Copy the actual result; never include the card security code itself |
| authenticationObservedAt | The original authentication observation time, including its timezone. | 2026-09-30T12:00:00Z |
| parcelId / parcelDirection | Stable parcel identity and whether it was an outbound, replacement or return shipment. | parcel-1 / OUTBOUND |
| trackingDestinationPostcode / trackingDestinationCountry | The destination in your export. These are import references and do not independently verify delivery. | Original source postcode / GB |
| proofFileName | The name of a supporting file you will upload separately to the selected case. This column never fetches a URL. | delivery-photo.jpg; upload required |
If something goes wrong
The columns are garbled or quotes are rejected
Export UTF-8 or UTF-16 with a byte-order mark. Keep CSV quoting valid for embedded separators and multi-line fields; do not edit column structure by splitting text on commas.
Map an order ID or order number before previewing
Choose the column holding the original order identifier. Do not generate a new identifier for the same order each time you import it.
Date or currency is unavailable
Verify the original timezone and currency in the source. Correct a working copy with those real values, or leave the fact unknown. Revient does not assume GBP or today's date.
Conflicting totals or refund warnings
Separate order totals, line-item prices, cumulative refunds and individual refund transactions. Use the appropriate mappings and preserve unique transaction IDs.
Preview expired
Read the file and validate again before importing. A preview is temporary; already imported testing evidence follows the explicit-removal retention rule.
Evidence upload is disabled or quarantined
Check your permission to manage this case, its archive state, and that private storage and scanning are available. Use a supported file type and size; clean scanning is required for download.
Common questions
Which columns does the evidence engine use?
Order identity and money, payment authorisation when you have it, refunds, returns, tracking, and a confirmed lost dispute. Download the CSV template from the import screen. Unmapped facts stay unknown.
Can I import orders without knowing a dispute outcome?
No new recovery intake is created without a confirmed LOST dispute. Unknown outcomes are skipped before enrichment; leave unknown facts blank rather than guessing. Historical non-lost source records remain review-only, and order exports may supply evidence for an already confirmed lost dispute.
Why does the preview show 12550 when my CSV says 125.50?
The CSV accepts decimal major units. The preview shows integer minor units, so 12550 GBP is £125.50. Different currencies can use a different number of decimal places.
Does selecting a preset prove every mapping is right?
No. Presets suggest matches. Review the file's actual columns, a known order and all validation warnings before importing.
Will a PDF automatically create an order or fill missing facts?
No. PDFs and images are supporting case documents. Automatic extraction and OCR are not performed; any facts taken from them need human review.
How long does selected testing evidence stay?
It stays until you explicitly remove or replace it. Temporary import previews and unselected email candidates are separate from retained evidence.
What is the difference between Refresh evidence and Recheck stored evidence?
Refresh evidence queues new reads from available connected sources and already selected mailbox messages, then tracking and reassessment. Recheck stored evidence reassesses the retained facts without claiming a new provider read. Existing findings stay visible until the work finishes; unavailable sources and partial refusals are reported for each case.
Which disputes receive recovery scoring?
Shopify intake accepts only CHARGEBACK disputes with final status LOST and a verified remaining disputed balance. Inquiries, won and open outcomes are excluded before customer enrichment, tracking, scoring and AI. Historical non-qualifying records remain in internal audit history, outside merchant intake and active Cases. An order or tracking number alone does not establish a lost dispute. Supply the actual confirmed loss and preserve its original order and dispute identities.
Will testing send messages or release a case?
Evidence-testing mode blocks customer, agency and buyer delivery. Importing records or reviewing an assessment does not release a case.
What happens when I disconnect?
New reads stop and the Revient connection is disabled. Evidence already retained remains subject to the workspace retention and removal controls. Revoke the application or key in the provider account as well if you want to remove its access there.
Source documentation
Use these provider pages if a menu name has moved or your plan shows different options.