Dispute Details (F)
Miles Graves
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.
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 name of the merchant.
The last four digits of the credit card associated with the disputed transaction.
The date and time of the transaction.
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 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. 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 |
|---|
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. |
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