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Navigate to the Dispute Details page by clicking any information following the steps below:

  • Step 1: Click Disputes in the Payments category of the left-hand navigation panel.

  • Step 2: Locate the specific Dispute in the Disputes page table, and click the Dispute Details button next to a specific listing.

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Tip

Learn more about individual Dispute stages, response options, mitigation steps, and the overall Chargeback process.

Dispute Details Features

The name of the merchant or referrer that
Expand
titleClick here to view the features of the Dispute Details page.

Dispute

Information Panel

Tracker

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

Tip
Dispute Panel

Learn more about Dispute Response Options.

Tip

Learn more about Dispute statuses.

Tip

Learn more about Dispute Stages.

Note

Warning: If the Chargeback flow has received an unknown error, the Dispute Tracker will display “Tracker is not available for this dispute” status and instruct the you to contact your Customer Support representative.

Dispute Tracker Actions

The Dispute Panel 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:

  • 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

    Action

    Description

    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-Arbitation.

    Respond to a Dispute by providing evidence in the form of images or documents.

    Tip

    Learn more about submitting supporting documentation as evidence in response to a Dispute.

    View Escalation

    Applies during Arbitration only.

    View the details of the Cardholder’s additional esclation to the Arbitration Dispute Stage raised by the Issuer.

    Note

    Warning: 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 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 referrerassociated with the dispute:

    Dispute Fee Table Column Name

    Description

    Amount

    The dollar amount paid in fees.

    Description

    The description of the fee

    paid.

    From

    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.

    Related Pages

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