How to Manage Disputes (Chargebacks) in the Portal
How To – This guide demonstrates how to use Payrix Portal features for managing your transaction Disputes (Chargebacks) in an easy, streamlined way.
A Dispute refers to a customer/cardholder being unsatisfied or unfamiliar with a payment charged to their card and contacting their issuing bank for more information or to force-refund the transaction.
When a dispute occurs, the Merchant generally has the opportunity to:
Accept Liability - voluntarily concede to the dispute.
– OR –
Respond to the issuing bank with compelling evidence validating the transaction (representment).
The cardholder’s issuing bank will make the final determination based on the evidence provided by both sides, and Merchants should use this guide to understand the Dispute process and how they can respond.
Managing Disputes in the Portal
From the Portal Dashboard, click Disputes from the left navigation bar.
Click the Dispute in question from the Disputes list.
Review the details of the Dispute and select one of the three available responses: Respond, Accept Liability, or Mark as Unread.
The response options available in the portal allow you to handle the dispute easily with a brief response accepting or disputing the chargeback. Each dispute will have a response due date. It is important to respond before the response due date passes to ensure your response is accepted by the credit card company.
Respond – Allows you to respond to the Dispute to argue it’s validity. You can include a brief message and attach PDFs (up to 10mb total, 2mb each) to support your decision.
Accept Liability – Allows you to accept the Dispute and refund the customer for the Disputed amount.
Mark as Unread – Allows you to reset the Dispute’s notification, so it will reappear as a “new” notification the next time you login to the portal.
Dispute Details Section
The Dispute Details window located below the Dispute response options shows important information such as:
Dispute Case ID
Response Due Date
There are some dispute/chargeback scenarios that you are unable to respond to in the Portal.
In this case, you will receive a notification instructing you to contact the credit card company directly.