Disputes

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:

• Disputed On: The date that the payment was disputed.

• Status: The status of the dispute displayed as a color-coded badge to advise next steps:

  • Needs Response: A response is required to 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.

• 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. The following columns will be displayed in the downloaded file:

• Merchant: The name of the merchant associated with the disputed charge.

• Merchant ID: The identification number associated with the merchant.

• DBA- Statement Descriptor: The text associated with a payment on the customer’s credit card.

• 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.

• Last 4: The last four digits of the credit card.

• 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.

Dispute Data

• Amount

• Reply by

• Status

• ID

• Created by

• Dispute Date

• Date Modified

• Modified By

• Description

• Case ID

• Cycle

• Reason Code

• Issued

• Received

• Bank Reference

• Dispute Reference

Transaction Data

• TXN ID

• Created by Date

• Modified

• Modified By

• Subscription Type

• Currency

• Platform

• Captured

• Description

• Order Number

• Tax Status

• Approved

• Refunded

• Amount

Entity Data

• Entity ID

• Login ID

• Parameters ID

• Type

• Address

• City

• State

• Zip

• Country

• Phone

• Fax

• Email

• Website

• EIN

• Currency

• Status

• Custom

Merchant Data

• MCC

• Date Created

• Created by

• Date Modified

• Modified By

• Date Boarded

• Last Transaction Date

• Date Established

• Status

Customer Data

• Company

• Address

• City

• Zip

• State

• Country

• Phone

• Email

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.

• The status of the dispute.

Learn more about various components of a dispute by visiting the following resources:

• Dispute Response Options

• What is a Dispute?

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 in the form of images or documents. To learn more about submitting supporting documentation as evidence in response to a Dispute, see Supporting Documentation/Evidence.

• 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 a response. No action is required at this time.

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 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:

• 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 Partner or merchant is required to respond.

• Last Response: The most recent response by the Partner 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 Partner 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.

Customer

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

• 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:

• 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.

• Batch: The batch ID number.

• 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:

• 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 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 the following information about dispute fees:

• 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.

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:

• 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:

• 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

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

• 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.