Disputes (F)

This topic describes the following pages:

Disputes
Dispute Details

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.

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

Partial view of the Disputes page showing the Disputes Table and Table Customization Options.

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

Disputes Features

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

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 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 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 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:

Dispute Information File Column Name	Description

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 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:

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 Dispute Status

View a single category of a dispute by choosing one of the four buttons at the top left of the table: Needs Response, In Review, Won, or Lost.

The table will repopulate to show only disputes of the category selected.

Dispute Details (F)

The Dispute Details page contains information about individual disputes initiated by a customer against your merchant, including transaction details and customer details, as well as links to actions that allow you to respond to the dispute.

Navigate to the Dispute Details page by following the steps below:

Step 1: Click Disputes under Payments in the left hand navigation panel.
Step 2: Locate the Dispute in the Disputes page table and click any information in the table row to open the Dispute Details page.

Partial view of the Dispute Details page, showing the Dispute Tracker and Dispute Summary section containing the Dispute Details menu.

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

Dispute Details Features

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 Dispute Response Options.

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:

Action	Description

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

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 associated with the dispute:

Dispute Fee Table Column Name	Description

Dispute Fee Table Column Name	Description
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:

Customer Information Field Name	Description

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

Transaction Information Field Name	Description
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:

Payment Details Field Name	Definition

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 the following information about dispute fees:

Merchant Fees Panel Item Name	Description

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.

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

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

Related Transactions Table Column Name	Description
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:

Tab Name	Description

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

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

Table Search and Sort Instructions