How Do I Manage Disputes?

A "dispute" refers to a customer/cardholder being unsatisfied or unfamiliar with a payment charged to their card and contacting their issuing bank for more information or to force-refund the transaction.

When a dispute occurs, the Merchant generally has the opportunity to:

1. Accept liability and voluntarily concede to the dispute
   - OR -
2. Respond to the issuing bank with compelling evidence validating the transaction (representment)

The cardholder’s issuing bank will make the final determination based on the evidence provided by both sides. Merchants should use this guide to understand the dispute process and how to respond.

Managing Disputes in the Portal

• From the Portal Dashboard, click Disputes from the left navigation menu.
  
  
  
  
• Select the dispute in question from the list provided.
  
  
  
  
• Review the details of the dispute and select one of the three available responses: Respond, Accept Liability, or Mark as Unread. 
  
  

These available options allow you to easily handle the dispute with a brief response either accepting or disputing the chargeback.

Each dispute will have a response due date. It is important to respond before the response due date passes to ensure your response is accepted by the credit card company.

Dispute Details Section

The Dispute Details window (located below the response options) shows important information such as:

• Dispute Status

• Dispute Case ID

• Dispute Reason

• Response Due Date

• Customer Info