The Disputes page shows information about chargebacks or other disputes submitted through your merchants. A dispute occurs when a customer questions the validity of a payment and contacts their issuing bank to attempt to force-refund the transaction or request more information.
To access the Disputes page, click Disputes under Payments in the left navigation panel.
Learn more about individual Dispute stages, response options, mitigation steps, and the overall Chargeback by visiting Dispute Management.
Disputes Features
Click here to view the features of the Disputes page.
Disputes Table
Locate individual disputes in the main table on the Disputes page. Individual disputes are listed by row. The default view includes the following columns:
Created On: The date that the payment dispute was created.
Status: The status of the dispute is displayed as a color-coded badge to advise the next steps:
Needs Response: A response is required at the current step.
In Review: The dispute is currently being reviewed by the card brand.
Won: The dispute has been decided in the Merchant’s favor.
Lost: The dispute has been decided in the Cardholder’s favor.
Respond By: The deadline for submitting a dispute response with a remaining days to respond deadline status badge.
Cardholder: The name on the credit card.
Merchant: The merchant that the dispute is with.
Amount: The dollar amount of the disputed payment.
Past Due: Number of days since the response was originally due.
Dispute Details: Click the Dispute Details button next to any listing to view additional details for a specific dispute.
Dispute Table Actions
The Dispute table supports the following actions:
Access the Dispute Details page by clicking on the Dispute Details button next to a specific listing.
Download Dispute Information Files
To download a complete record of your disputes, click .CSV or .XLS in the top right corner of the Disputes page. The following columns will be displayed in the downloaded file:
Merchant ID: The identification number associated with the merchant.
Reason: The issue cited by the customer for initiating the dispute.
TXN Amount: The transaction amount of the disputed charge.
TXN Date: The date that the transaction was charged.
Reply By: The deadline to reply to the dispute.
Dispute Amount: The amount of money disputed.
Dispute Date: The date that the dispute was initiated by the customer.
Customer: The name of the customer.
Disputes Table Customization
You can customize your view using the options found at the top of the table. View the Table Search and Sort Instructions for customizing, sorting, or searching tables.
Expand the section below to view a complete list of the data that you can display on the Disputes table:
Click here to view customizations for the Disputes History table.
Dispute Data
Amount
Bank Reference
Case ID
Created On
Created by
Description
Dispute Reference
ID
Issued
MID
Platform
Reason Code
Received
Transaction Data
Cardholder First Name
Cardholder Last Name
Filter Your Table by Dispute Status
View a single category of a dispute by choosing one of the four buttons at the top left of the table: Needs Response, In Review, Won, or Lost.
The table will repopulate to show only disputes of the category selected.
Related Pages
Click the links or items in the Disputes page to access any of the following pages: