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Manage Disputes and Chargebacks

Implement dispute management directly into your platform to keep track of merchant chargebacks. Merchants can review incoming chargebacks in real-time and upload supporting documentation for the transaction in question.


Dispute: A cardholdher has reached out to their bank about a transaction. The cardholder may not recognize the charge and they simply want to gather more information, commonly known as a retrieval. Altneratively, the cardholder could submit a chargeback for the transaction.

Chargeback: A cardholder either did not authorize a payment on their card, or they do not believe that they should have been charged by the merchant due to shipping delays, defected products, etc. When a cardholder submits a chargeback, they are asking to have the transaction removed from their bank statement completely.

Dispute Management: Merchants will receive notification from their processor that a customer has submitted a dispute or chargeback for the transaction. If the merchant feels that they were paid appropriately by the cardholder, they can submit supporting documentation for the transaction in question that will assist the merchant in winning the chargeback and not having the cardholders payments reversed.


List Disputes

View a complete list of merchant disputes.

When a dispute is listed, that means that the carhdolder has reached out to their bank to either submit a retrieval or a chargeback for a transaction. The cardholders bank then send the dispute information to the merchants processor. The processor then sends the dispute information to be posted in your disputes list.

When viewing a list of disputes, you will see:

  • Transaction Amount
  • Transaction Date
  • Reason for Dispute
  • Respond-By Date
  • Status

See Example


Upload Evidence for Dispute

Upload and send supporting documentation to the processor. After uploading this evidence, you must then submit the dispute evidence files for review.

There is a “respond-by” date listed with the dispute information. All supporting documentation must be uploaded and then submitted to the processor by this date. If the documentation is not submitted by this date, the merchant may automatically forfeit the ability to fight the dispute and the funds may be deducted from their account.

See Example


Delete Evidence for Dispute

Delete uploaded supporting documentation before it is submitted for review.

If a file is uploaded by mistake, or you do not want it sent to the processor for any other reason, you can delete it.

See Example


Submit Dispute Evidence Files for Review

Submit uploaded evidence files for review. This is done after the evidence has first been uploaded.

There is a “respond-by” date listed with the dispute information. All supporting documentation must be submitted to the processor by this date. If the documentation is not submitted by this date, the merchant may automatically forfeit the ability to fight the dispute and the funds may be deducted from their account.

See Example