The Dispute Manager solution lets you easily manage chargebacks and resolve them quickly.

A chargeback happens when a cardholder disputes a transaction with their card issuer (bank or card brand). When your business receives a chargeback from a customer, the credit card processor has up to seven days to notify you.

Stax's Dispute Manager solution helps merchants minimize the impact of disputes on their business so they can resolve chargebacks quicker by removing the stress and friction.

• Automatic same-day chargeback notifications via email that link directly to the dispute in question within Stax Pay to manage.
• Easily upload evidence/supporting documents directly in Stax Pay.
• Makes the response time much faster than traditional methods of fax/mail.
  You can save time and money from chargebacks filed without a valid reason so you can focus on what matters: your business.

Access Dispute Manager anytime within Stax Pay, located in the main navigation.

Stax Dispute Manager

Once a customer disputes a transaction, you will be notified via email on the same day it is claimed.

A merchant needs to respond quickly to give the bank time to review your Uploaded Evidence.

The status indicator makes it easier to identify what disputes need attention at a glance, along with their type.

• Inquiry —The issuer requests evidence from the merchant's transaction. The inquiry state seeks to resolve the dispute before engaging in the chargeback process.
• Open—The merchant has received a chargeback and requires action. The case has not been resolved.
• Pending—Either party's response is pending. The case has not been resolved.
• Accepted—The merchant has accepted the dispute, leading the dispute to expire.
• Pre-Arbitration—The dispute has been reopened for further discovery by a neutral third party. The merchant will need to contact support if they want to enter arbitration.
• Won—The merchant has provided sufficient evidence to fight the dispute.
• Lost—The merchant has insufficient evidence to fight the dispute.
• Evidence Uploaded —The document(s) successfully uploaded to the dispute.
• Evidence Failed—The document(s) failed to upload to the dispute.

Managing Disputes

We strongly recommend you respond by the Deadline on the notice and the dispute within Stax Pay. This is usually seven days after the chargeback was reported to the processor.

1. Select the applicable chargeback from the Dispute list and access the core Dispute Details, such as the reason code, customer and transaction details, uploaded evidence, and payment method information.
2. You can select Upload Evidence to fight the chargeback or Accept Dispute (if you wish not to contest the chargeback).
3. Evidence can only be submitted once, and there is a 2MB file size limit.
   If you accidentally upload the wrong document, you can remove it and re-upload the correct document before submitting it.
4. Once submitted, the documents are added to the Dispute Details to track when and what was uploaded.

Stax Pay _ Dispute Details

As the chargeback moves through the Dispute process, the status will change to the applicable step, as listed above in the article.

Accept a Dispute

Merchants can Accept a Dispute if their customer is in the right.

Accepting updates the status to accepted (NOT Lost).
The merchant will no longer receive dispute expiring or lost notifications.
Merchants won't have to wait until Pending status expires.