Use Case: Respond to a Dispute
You can quickly identify and respond to a chargeback using the Portal if one of your customers initiates a dispute. This tutorial will walk you through the steps to respond to disputes, explains the different stages of the dispute process, and provides options for how you can choose to respond during any dispute that arises.
Objective
Respond to a chargeback dispute during an applicable stage in the chargeback cycle.
Audience
Merchants
Environment
Portal (Sandbox)
Portal (Production)
Prerequisites
Prerequisites:
You must have a fully boarded Payrix account to perform any of the actions described in the use case guides.
A dispute has been opened against you by your customer/their issuing bank.
Warnings
Warnings will provide insight or advice to avoid risk, visibility, and product performance issues during this use case.
Warning: A decision made during any stage of the dispute process must be reviewed by card brands. The amount of time to review a decision varies and may result in a lengthy review process.
Additional Resources
Before getting started, expand each of the sections below to review Dispute category definitions.
Dispute Stages:
Dispute Actions:
Dispute Decisions:
Dispute Key Terms:
For more information about chargebacks, disputes, and response options, visit the Dispute Management section.
Respond to a Dispute
1. Access the Dispute Details Page
When a new dispute is created, you will receive a notification via your email. Click the link to go to the Dispute Details page. Alternatively, you can click DISPUTES in the left-hand navigation panel to open the Disputes page, then find the dispute in the table and click DISPUTE DETAILS to open the Dispute Details page.
2. View the Dispute Stage
The Dispute Details Tracker is displayed at the top of the Dispute Details page. The current status of your dispute is displayed here (see Prerequisites for more information about Dispute Stage).
3. Retrieval
During retrieval, you have the option to submit evidence against the dispute, or accept liability.
4. First Chargeback
If the evidence provided during Retrieval resulted in a decision in your favor, the cardholder has the option to continue to dispute the charge. If this happens, you have the option to submit additional evidence, known as representment, or you can accept liability.
5. Pre-Arbitration
Pre-arbitration is also known as a “Second Chargeback”. If the dispute is decided in your favor during the first chargeback, the customer has the option to submit new evidence and re-open the dispute.
Step 1: From the Dispute Details Tracker, click UPLOAD EVIDENCE to open the File Upload lightbox on the page.
Step 2: Click UPLOAD FILE to open a system file upload window, or drag and drop the document or image into the designated area.
Step 3: Click UPLOAD to send the evidence to the card brand responding to the first chargeback.
Result: Await a dispute decision from the card brand. If the dispute is decided in your favor, the Dispute Details Tracker will display “Won”, and the disputed funds will be credited to your account. Note that the customer may choose to pursue further action (see the next section). If the decision is “Lost”, the disputed funds will be debited from your account back to the customer.
6. Arbitration
If Pre-Arbitration evidence is not sufficient, or if the cardholder chooses to continue the dispute, then the dispute will go to arbitration. In this case, you must accept arbitration and allow the card brand to handle the dispute arbitration for a fee determined by the card brand.
Next Steps
Once the dispute is resolved, review the following use case guides for additional information on related topics:
Process a Card Payment with Create Payments: Process a payment that includes Level 2 and Level 3 information using the Process a Card Payment with Create Payments page.
Process a Card Payment with Quick Charge: Process a payment that does not require Level 2 or Level 3 information using the Process a Card Payment with Quick Charge page.
Process an eCheck (ACH) Payment with Create Payments: Process a payment that includes Level 2 and Level 3 information using the Process an eCheck (ACH) Payment with Create Payment page.
Process an eCheck (ACH) Payment with Quick Charge: Process a payment quickly using the Process an eCheck (ACH) Payment with Quick Charge page.
Conclusion
Once the dispute is resolved, you will receive an email notification of the final dispute resolution status.
References
Click the links or items below to access any of the following pages: