Respond to a Dispute using the Portal

It’s important that you know how to respond to the various dispute stages of the chargeback process. Addressing disputes promptly with the best available evidence helps minimize the number of transaction reversals.

Before responding to a dispute raised by a cardholder, you must understand the specifics of disputes, their different stages, and the overall chargeback process. For more information about chargebacks, see the following:

• What is a Dispute?

• What is a Chargeback?

• Handling Specific Dispute Types

• Minimizing Disputes

Respond to Disputes in the Portal

The Payrix Pro portal enables quick responses to cardholder disputes.

To respond to a dispute using the portal:

1. Click Disputes on the left navigation panel.

2. Click Dispute Details for the relevant listed dispute.

3. Review information about the dispute on the Dispute Details page:

   • Check the Dispute Tracker progress bar for resolving the dispute and your available response options.

   • Review the Dispute Summary section to see a comprehensive overview of the dispute including the original transaction ID and chargeback response date.

   • Use the Dispute Details section to all information related to the dispute including past response details, associated costs, and customer payment method details.

4. Gather and review the following information from the Dispute Details section:

   • Case ID: The unique identifier for the Chargeback Case, indicating its current dispute stage.

   • Reason for Dispute: The sub-reason categorized under major card brand dispute codes, such as Fraud, Authorization, or Customer Dispute.

   • Reason Code: Specific major card brand Chargeback Codes that describe the dispute as per the card brand network system.

   • Response Due Date: The deadline for the Merchant to submit their response.

5. Select your response from the Dispute Tracker section:

   • Click Accept Liability to automatically resolve the dispute in favor of the cardholder if you have determined that the transaction was invalid for any reason.

   • Click Upload Evidence to respond to an applicable dispute stage with a contact email and a background note. Then, upload supporting documentation files that argue for the validity of the transaction.
     Note: Most chargeback dispute responses involve providing supporting documentation as evidence. To determine which supporting documents can serve as the best evidence for a dispute, it is essential to understand the reasons behind the submission of the dispute.

6. Wait for a decision from the Issuer. No action is required during this waiting period.

7. Return to the Dispute Details page after the Issuer has responded.

8. Navigate to the Dispute Details section below the Dispute Tracker.

9. Review the Dispute Details tab in the Dispute Details section for one of two statuses:

   • Won: The Issuer has decided in favor of the Merchant. This decision can be challenged by the cardholder and escalated to the next dispute stage.

   • Lost: The Issuer has decided in favor of the Cardholder. This decision is final and cannot be challenged by the Merchant.

Result: You have successfully responded to a dispute in the portal and received an Issuer decision. Cardholders might challenge Issuer decisions that result in progression to the next dispute stage that requires an additional response. Repeat steps 4-7 as needed until the Issuer or Arbitration results in a final decision from the card brand network.