How can we help?

A chargeback occurs when a customer disputes a charge on their card claiming issues like fraud, unauthorized transactions, or product/service dissatisfaction. The customer's bank requests the business to submit evidence that the transaction was valid and then investigates the claim. Once the customer has submitted the claim, the funds are held from the business until the bank makes its decision. If the transaction is found to be legitimate then the funds are released back to the business, otherwise the funds are refunded back to the customer.

The disputes page displays all chargebacks for an account and the current status of each one. It also allows evidence to be submitted which will result in a "Won" or "Lost" result.

 

Accessing the Disputes Page

The link to open the Disputes page is located in the main menu at the top of the Payment Portal between the Virtual Terminal and Payouts links.

 

1. Filters - At the top of the Disputes page there are two filters that are available: Date Range of the Dispute and the Dispute Status. Statuses include:
   • Action Required (Default selection on filter) - Dispute is open and evidence needs to be submitted before the deadline ('Respond by' date). If the Chargeback Managed Service feature is enabled then our team will submit the necessary evidence, if not then it will be your responsibility to upload the evidence.
   • In Review - Evidence has been submitted and is pending a decision by the issuing bank.
   • Closed - Won - Chargeback has been won and the reserved funds should be returned in the following deposit.
   • Closed - Lost -Chargeback has been lost and the reserved funds will not be returned.
   • All - View all Dispute/Chargebacks within the date range indicated.
2. Download and Print - To the right of the filters at the top of the disputes page there are options to download the list or send to a connected printer. Both the download and print function are linked to the filters, so they will print or download the list that is displayed on the page based on the settings of the filters.
3. Disputes List - Under the filters is the list of Disputes for the given date range and status selected in the filters. This table shows the following information:
   • Transaction ID - The POS transaction ID
   • Transaction Date - This is the date the payment was originally captured.
   • Dispute Date - When we receive the notice this payment was disputed.
   • Status - The current status of the dispute.
   • Respond By - The date in which the chargeback needs to have the evidence submitted, or will automatically be considered Lost and the refund will be issued to the cardholder.
   • Resolution Date - The date we receive notice of the dispute is Won or Lost.
   • Dispute Amount - The amount being disputed.
   • Transaction Amount - The original amount of the transaction.
   • Action - The action available to you on the Dispute. You can click on this item to open the Dispute Details panel. 

 

Dispute Details

The Dispute Details panel has the full details from the data table above about the Dispute in the upper area (Transaction ID, Transaction Amount, Dispute Amount, Reason, Date Opened, Respond By date, Status, and Date Closed). In the lower area, you are able to submit evidence about the Dispute.

Submit Evidence

The Submit Evidence area contains the following data fields you can submit to dispute the chargeback:

• Customer Email Address

• Billing Address - The billing address of the customer (if applicable).

• Cancellation Policy Disclosure - A URL link to the store's cancellation policy on their website (if applicable).

• Cancellation Policy - A picture or PDF of the store's cancellation policy shown in their brick and mortar location (if applicable).

• Refund Policy Disclosure - A URL link to the store's refund policy on their website (if applicable).

• Refund Policy - A picture or PDF of the store's refund policy shown in their brick and mortar location (if applicable).

• Customer Communication - A picture or PDF of any communication between the store and the customer - emails, text messages, etc. (if applicable).

• What type of product or service is this? - Clarifies which kind of transaction this was to help determine what kind of evidence we should submit. The fields at the bottom of the Submit Evidence area will change based on your selection. Here are the options:

  • Physical Product (shown above)

    • Product Description - A brief description of what product(s) was purchased.

    • Shipping Address - The shipping address of the customer.

    • Shipping Tracking Number - The tracking number provided by the postal company that shows tracking information for the package.

    • Shipping Date - Date the item(s) were shipped.

  • Digital Product or Service

    • Access Activity Log - Any log or history of the digital goods being accessed or downloaded.

  • Offline Service

    • Access Activity Log - Any log or history of the digital goods being accessed or downloaded.

    • Service Date - Date of when the service took place.

  • Event

    • Receipt - Receipt or online confirmation.

  • Booking or Reservation

    • Receipt - Receipt or online confirmation.

  • Other

    • Receipt - Receipt or online confirmation.

Once all the information has been entered on the Evidence Module, click the submit button at the bottom to save the information and files that have been entered and uploaded (This can't be undone).

 

At the bottom of the Dispute Details panel are the following options:

• Submit Evidence - Clicking this button will submit the evidence entered here about the dispute.

• Accept Dispute - At times a dispute may be justified and the business may not want to fight it. For example: In some cases a customer may have been charged twice by accident and you may want to accept the dispute and return the duplicate funds. You can click the Accept Dispute button and the dispute will automatically be marked as 'Closed - Lost' and the funds will be returned.

• Cancel - Allows you to exit the module without making any changes.

 

Evidence Uploaded

This section only appears after evidence has been submitted.

• Submission Date - When the dispute evidence was uploaded.

• Submitted By - The user who submitted the evidence.

• Submitted File - A download link should be visible. When clicked on, the evidence that was uploaded will appear and can be downloaded.