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The Disputes page shows information about chargebacks or other disputes submitted through your merchants. A dispute occurs when a customer questions the validity of a payment, and contacts their issuing bank to attempt to force-refund the transaction or request more information. More information on disputes can be found at https://resource.payrix.com/resources/dispute-management#DisputeManagement-KeyTerms.

Navigate to the Disputes page by clicking DISPUTES under Payments in the left-hand navigation panel.

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

Disputes Features

 Click here to view the features of the Disputes page.

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:

Disputes Table Column Name

Description

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 your favor.

  • Lost - The dispute has been decided in the customer’s favor.

Respond By

The deadline for submitting a dispute response with a remaining days to response 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.

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.

  • Load additional transactions to your Disputes History Table by clicking SHOW MORE RESULTS at the bottom.

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:

Dispute Information File Column Name

Description

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.

Disputes Table Customization

You can customize your view using the options found at the top of the table. View the Table Search and Sort Instructions for instructions on customizing, sorting, or searching tables.

Expand the section below to view a complete list of the data that you can display on the Disputes table:

 Click here to view Disputes History Table customizations.

  • 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

Filter Your Table by Open, Closed, Won or Lost

View a single category of dispute by choosing one of the four buttons at the top left in the table: OPEN, CLOSED, WON, or LOST. The table will repopulate to show only disputes of the category selected.

Related Pages

Click the links or items in the Disputes page to access any of the following pages:

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