Managing Disputes and Chargebacks
A cardholder may dispute a charge or may not recognize the charge and want to gather more information, commonly known as a retrieval. A chargeback occurs when a cardholder either did not authorize a payment or does not believe that the merchant should have charged them. By implementing Dispute Manager directly into your platform, you can help mitigate and resolve issues quickly.
With Dispute Management:
- Merchants are notified and can easily review and manage chargebacks in real time.
- Detailed status to identify what disputes need attention.
- Easy to follow deadlines to track dispute timelines.
- Robust dispute details and the ability to upload supporting documents.
Check out our Chargebacks 101 resource for additional details.
Dispute Management
Merchants will receive notification from their processors that a customer has submitted a dispute or chargeback for the transaction. Suppose the merchant feels that the cardholder paid them appropriately. In that case, they can submit supporting documentation for the transaction in question that will assist the merchant in winning the chargeback and stopping the payment reversal.
Dispute Statuses
INQUIRY – The issuer requests transaction evidence from the sub-merchant. The inquiry state seeks to resolve the dispute before engaging in the chargeback process.
OPEN – The sub-merchant has received a chargeback and requires action. There is no resolution to the case.
PENDING – There is a response pending from either party. There is no resolution to the case.
ACCEPTED – A user has accepted the dispute, leading the dispute to expire.
PRE-ARBITRATION – The dispute has been reopened in pre-arbitration. The sub-merchant will need to contact support if they want to enter arbitration.
WON – The sub-merchant has provided sufficient evidence to fight the dispute.
LOST – The sub-merchant has not provided sufficient evidence to fight the dispute.
EVIDENCE_UPLOADED – Document(s) successfully uploaded to the dispute.
UPLOAD_FAILED – Document(s) failed to upload to the dispute.
Updated 7 months ago