The Dispute Details page contains information about individual disputes initiated by a customer against your merchant, including transaction details and customer details, as well as links to actions that allow you to respond to the dispute.
To access the Dispute Details page:
Select Disputes in the Payments category of the left navigation panel.
Locate the specific Dispute in the Disputes table.
Click Dispute Details next to the listing.
Learn more about individual Dispute stages, response options, mitigation steps, and the overall Chargeback by visiting Dispute Management.
Dispute Details Features
Click here to view the features of the Dispute Details page.
Dispute Tracker
The Dispute tracker is located at the top of the Dispute Details page and displays the following information:
The date the transaction was disputed.
The stage of the dispute (with response options).
The name of the merchant.
The last four digits of the credit card associated with the disputed transaction.
The date and time of the transaction.
Learn more about various components of a dispute by visiting the following resources:
Important!
If the Chargeback flow has received an unknown error, the Dispute Tracker will display “Tracker is not available for this dispute” status and instruct you to contact your Customer Support representative.
Dispute Tracker Actions
The Dispute Tracker allows you to perform the following actions related to a specific disputed transaction. Each applicable action will only reveal itself on the Dispute Tracker when a relevant stage has been reached:
Accept Liability: Applies during any Dispute Stage (except Arbitration). Concede to the transaction Dispute and forfeit the disputed amount.
Upload Evidence: Applies during Retrieval, Representment, and Pre-Arbitration. Respond to a Dispute by providing evidence through images or documents. Access What is a Dispute? to learn more about submitting supporting documentation as evidence in response to a dispute.
View Escalation: Applies during Arbitration only. View the details of the Cardholder’s additional escalation to the Arbitration Dispute Stage raised by the Issuer.
Important!
Arbitration handling cannot be done on this platform. This option is provided to direct you to the details necessary to contact the applicable Card Brand arbitrator.
No Action: Applies to Dispute Stages after evidence has been submitted in response. No action is required at this time.
Dispute Summary Box
The Dispute Summary Box contains general information about the dispute:
Customer: Click Profile to access the customer information.
Date Disputed: The date that the dispute was created.
Amount Disputed: The dollar amount of the disputed transaction.
Card: The type of credit card and the last 4 digits of the credit card associated with the transaction.
Case ID: The ID number assigned to the dispute case.
Transaction ID: The transaction ID number.
Reason: The reason for the dispute.
Dispute Summary Box Action
Update the dispute information by clicking Update Dispute.
Transaction Details Box
The Transaction Details Box contains the following information related to the transaction disputed by the customer:
ID: The transaction ID number.
Created: The date that the transaction was created.
Captured: The date that the transaction was captured.
Type: The type of transaction: sale, or refund.
Tax: The dollar amount of tax charged on the transaction.
Surcharge: An additional fee, in dollars.
Total Requested: The total dollar amount requested in the transaction.
Total Approved: The total dollar amount approved in the dispute.
Batch: The batch ID number.
Created by: The user ID, system, or process that created the record or transaction.
Created From IP: The IP address that created the transaction.
Client IP: The IP address of the device that initiated the transaction.
Statement ID: The identifier that correlates to the statement ID on various reports.
MID: The Merchant Identification number associated with the transaction.
Merchant Name: The name of the merchant.
Terminal ID: The Terminal Identification number associated with the terminal through which the transaction occurred.
Channel: The payment channel associated with the merchant terminal.
Description: A description entered by the merchant.
Order Number: The order number associated with the transaction, generated by the merchant.
Subscription ID: An identification number associated with a recurring transaction.
Related Transaction: Other transactions that occurred between the merchant and the customer associated with this transaction.
Authorization Code: The alphanumeric code that indicates whether the transaction was authorized.
Token: The tokenized identification number associated with the credit card.
Imported: Indicates whether the transaction or data was brought in from an external system or source.
Card On File Type: The type of card stored as a payment method by the merchant.
Platform: The system, application, or environment through which the transaction was initiated or processed.
Transaction Details Box Action
Click Print Receipt at the upper right corner of the Transaction Details box. You are redirected to the Transaction Receipt page so you can print a receipt.
Dispute Details Box
The Dispute Details Box contains information about the specific transaction and the dispute and is located at the bottom of the Dispute Details page. Select the tabs on the left side of the Dispute Details Box to view information about a specific topic. The following sections of this page cover descriptions of the contents of each of the tabs.
Dispute Details Tab
The Dispute Details tab includes the following information related to the dispute:
ID: The transaction ID of the disputed transaction.
Case ID: The ID number assigned to the dispute case.
Dispute Date: The date that the dispute was created.
Response Due Date: The date by which the referrer or merchant is required to respond.
Reason For Dispute: The reason for the dispute.
Last Response: The most recent response by the referrer or merchant.
Cycle: The potential outcome of the dispute.
Status: The status of the dispute: Open, Closed, or Settled.
Last Response Date: The date of the most recent response by the referrer or merchant.
Dispute Details Tab Action
Copy and paste information from select fields by clicking the COPY/PASTE icon.
Dispute Fees Tab
The Dispute Fees tab includes a table with the following information about fees associated with the dispute:
Amount: The dollar amount paid in fees.
Description: The description of the fee paid.
Payment Details Tab
The Payment Details tab contains the following information about the payment transaction:
Last 4: The last four digits of the credit card associated with the transaction.
Card Type: The type of credit card associated with the transaction.
Type: The type of transaction: Swiped or Non-swiped.
Signature: Indicates whether a signature is required.
Issuing Bank: The name of the bank associated with the credit card.
BIN: The bank identification number (BIN) associated with the credit card.
BIN Type: Indicates the type of card being used.
BIN Country: The country location of the issuing bank.
Fees Tab
The Fees tab contains the following information about dispute fees:
Transaction Amount: The dollar amount of the disputed transaction.
Transaction Status: The transaction status; Open, Closed, or Settled.
Fees Paid: The dollar amount of fees paid due to the dispute.
Transaction Net: The dollar amount of net earnings including deductions due to fees associated with the dispute.
Alerts Tab
The Alerts tab contains a table with the following information about alerts created by the bank associated with the credit card involved in the disputed transaction:
Created: The date and time that the alert was created.
Type: The acronym for the service alert supplied by the bank that issued the credit card.
Code: The alert code associated with the type of alert.
Message: A message from the bank regarding the alert.
Related Transactions Tab
The Related Transactions tab contains a table with the following information about other transactions from the customer associated with the disputed transaction:
ID: The transaction ID number.
Type: The type of transaction: Sale, Refund, or Reverse Authorization.
Date: The date and time of the transaction.
Status: The status of the transaction: Approved, Captured, or Settled.
Amount: The dollar amount of the transaction.
Related Transactions Tab Actions
Access the Transaction Details page for a specific transaction by clicking on any information in the table.
Additional Tabs
You can also access these tabs:
Dispute Responses: A description of any responses to disputes.
Dispute Costs: A description of any costs associated with the dispute.
Dispute Documents: A list of any uploaded documents associated with a dispute.
Disputes: A table containing a list of the disputes associated with this customer.
Platform IDs: The Platform ID for the terminal associated with a disputed transaction.
Transaction Stream: A record of transactions linked to the customer's credit card associated with the disputed transaction.
Notes: Information entered by the merchant.
Risk Factors: View a list of any risks associated with the transaction.
Holds: View any holds placed on funds associated with the transaction.