Dispute Details (F)

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.

Navigate to the Dispute Details page by following the steps below:

Step 1: Click Disputes under Payments in the left hand navigation panel.
Step 2: Locate the Dispute in the Disputes page table and click any information in the table row to open the Dispute Details page.

Partial view of the Dispute Details page, showing the Dispute Information Panel, Dispute Action Items, and the Dispute Details Box.

Dispute Details Features

Click here to view the features of the Dispute Details page.

Dispute Information Panel

The Dispute Information Panel is located at the top of the Dispute Details page, and displays the following information:

The type of sale.
The transaction amount in dollars.
The name of the merchant.
The last four digits of the credit card associated with the transaction.
The date and time of the transaction.
The status of the dispute.

Dispute Panel Actions

The Dispute Panel allows you to perform the following actions related to a specific disputed transaction:

Access the transaction associated with the dispute by clicking the DOOR icon for the transaction ID, located at the top of the information panel.
Access information about the merchant associated with the dispute by clicking the name of the merchant located at the lower right hand corner of the panel.
Access the merchant dashboard view by clicking the DOOR icon next to the merchant name.
Copy the transaction information by clicking COPY TRANSACTION to open a lightbox that allows you to save a copy of the disputed transaction.
Generate a receipt for the transaction by clicking RECEIPT to open the Transaction Receipt page.
Initiate a response to the dispute by clicking RESPOND to open a lightbox in the page.
Leave the dispute as unread in your notifications by clicking MARK AS UNREAD.
Close the dispute in favor of the cardholder by following the steps below:
- Step 1: Click ACCEPT LIABILITY to open a lightbox in the page.
- Step 2: Enter the dollar amount of the accepted liability.
- Step 3: Click CONFIRM to accept the liability or click CANCEL to return to the Dispute Details page.

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. Click on the tabs on the left hand 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:

Dispute Details Item Name	Description
Case ID	The ID number assigned to the dispute case.
Reason For Dispute	The reason for the dispute.
Dispute Date	The date that the dispute was created.
Response Due Date	The date by which the referrer or merchant is required to respond.
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 paid by the merchant or the referrer:

Dispute Fee Table Column Name	Description
Amount	The dollar amount paid in fees.
Description	The description of the fee paid.
From	The name of the merchant or referrer that paid the dispute fee.
Type	The type of credit card associated with the fee payment.
Schedule	The fee payment schedule.

Customer

The Customer tab contains the following information about the customer associated with the disputed transaction:

Customer Information Field Name	Description
First Name	The customer’s first name.
Last Name	The customer’s last name.
Phone	The customer’s phone number.
Email	The customer’s email address.
Address	The street address portion of the customer’s billing address.
Address 2	The second line of the street address portion of the customer’s billing address, if applicable.
City	The city portion of the customer’s billing address.
State	The state portion of the customer’s billing address.
Zip	The zip code portion of the customer’s billing address.
Customer Discretionary Field 1	Information entered by the merchant.
Customer Discretionary Field 2	Information entered by the merchant.
Customer Discretionary Field 3	Information entered by the merchant.

Transaction

The Transaction tab contains the following information related to the transaction disputed by the customer:

Transaction Information Field Name	Description
ID	The Payrix-generated 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.
Batch	The Payrix-generated batch ID number.
Platform	The host associated with the transaction terminal.
MID	The Merchant Identification number associated with the transaction.
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.
First TXN ID	The transaction ID associated with the first transaction between the merchant and this customer.
Card On File Type	The type of card stored as a payment method by the merchant.

Transactions Tab Action

Copy and paste information from select fields by clicking the COPY/PASTE icon.

Payment Details

The Payment Details tab contains the following information about the payment transaction:

Payment Details Field Name	Definition
Last 4	The last four digits of the credit card associated with the transaction.
Card Type	Tye 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 associated with the credit card.
BIN Type	Indicates the type of card being used.
BIN Country	The country location of the issuing bank.

Fees

The Fees tab contains information about any fees incurred due to a dispute, for both the merchant and the referrer.

The Merchant Dispute Fees tab contains the following information about dispute fees associated with the merchant:

Merchant Fees Panel Item Name	Description
Transaction Amount	The dollar amount of the disputed transaction.
Transaction Status	The transaction status: open, closed, 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.

The Referrer Dispute Fees tab contains the following information about dispute fees associated with the referrer:

Referrer Fees Panel Item Name	Description
Gross	The dollar amount of total sales associated with the specific customer and merchant.
Fees Paid	The dollar amount of total fees paid associated with the specific customer and merchant.
Net	The dollar amount of net earnings including deductions due to fees associated with the specific customer and merchant.
Amount	The dollar amount paid in fees by the referrer.
Description	The description of the fee paid by the referrer.
From	The name of the merchant or referrer that paid the dispute fee.
Type	The type of credit card associated with the fee payment.
Schedule	The fee payment schedule.

Items

The Items tab contains a table with information about the following items associated with the disputed transaction:

Items Table Column Name	Description
ID	The Payrix-generated transaction ID number.
Date	The date and time of the transaction.
Item	An item is a line item that is associated with a particular Transaction. It allows you to describe the cost, quantity and other details of each line in the Transaction.
Quantity	The number of items.
Price	The total price of the items in a dollar amount.
Discount	Any discounted price associated with the items in a dollar amount.
Total	The total dollar amount of the items in the disputed transaction.

Alerts

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:

Alerts Table Column Name	Description
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

The Related Transactions tab contains a table with the following information about other transactions from the customer associated with the disputed transaction:

Related Transactions Table Column Name	Description
ID	The Payrix-generated 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.

Customer Transactions

The Customer Transactions tab contains a table listing the following information about other transactions associated with the customer and credit card associated with the disputed transaction:

Customer Transactions Table Column Name	Description
ID	The Payrix-generated transaction ID number.
Type	The type of transaction: Sale, Refund, or Reverse Authorization.
Date	The date and time of the transaction.
Card	The card type and last four digits of the credit card associated with the transactions
Status	The status of the transaction: approved, captured, or settled.
Amount	The dollar amount of the transaction.

Additional Tabs

Click SHOW MORE at the bottom of the list of tabs to reveal the following additional tabs:

Tab Name	Description
Dispute Responses	A description of any responses to disputes.
Dispute Documents	A list of any uploaded documents associated with a dispute.
Platform IDs	The Platform ID for the terminal associated with a disputed transaction.
Transaction Stream	A record of transactions linked to the customer 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.