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Viewing & Appealing Disputes
Action | Display |
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2. The Disputes Report page will open |
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3. On the Disputes Report page, you will see all the disputes associated with your account, each row contains:
4. Use the |
Date buttons to select the appropriate date range, if needed 5. Use the |
Status filter drop down menu to view specific dispute statuses:
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6. Select a dispute to view the details 7. Click |
Appeal Dispute to view instructions to fight the dispute To submit the appeal, you will need to provide the Case Number, and Amount along with the following information: For Products:
For Services:
8. Click |
Submit Appeal Online to upload the documents for appeal |
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Disputes & Chargeback Tutorial Video
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Disputes & Chargeback Report FAQs
What is this report?
The new Dispute & Chargeback Reporting makes it quick and easy to appeal a dispute. If a dispute is filed, you will be notified in 3 different ways: via email, red dashboard banner, and dashboard inbox to ensure a timely appeal.All disputes can be found in your dashboard with the latest status updates and steps on how to move forward. This new reporting allows you to communicate directly with the bank, saving you valuable time and money.
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If the disputed sale was face-to-face, you are required to provide:
A signed sales slip showing the truncated card number, transaction date, approval code, amount
Your name & address
For non face-to-face sales:
An order form/invoice reflecting the truncated card number, transaction date, approval code, amount, your name and address
Customer’s billing and shipping address(es)
Positive address verification (AVS) response and proof of delivery to the AVS confirmed address
Note: This is not a chargeback, therefore, no debit was made.
First chargeback/chargeback. The amount disputed by a customer has been debited from your account by the credit card company. You have a chance to appeal by responding to the chargeback within the given time frame.
First reversal/reversal. Your appeal documents have been received and submitted to the issuing bank/credit card company to appeal the chargeback. A provisional credit has been issued to you (the client). The credit card company has 30 days to deny the appeal.
Arbitration. A process where Visa determines financial liability between members for interchangeable transactions that are presented and have completed the dispute cycle.
Pre-arbitration. Your appeal has been denied by the credit card company/issuing bank. You have the option to have your card company (Visa, MC, etc.) review the case. For Visa, the minimum fee is $500.00 and could be more if any technical penalties are assessed. For MC, the minimum is $420.00, plus technical penalties.
Allocation. Fraud and authorization-related disputes—Visa’s technology determines who is liable between you or the cardholder.
Collaboration. You and the cardholder’s bank share information to resolve the dispute.
Allocation reversal. An outgoing pre-arbitration request submitted to the issuer with your supporting documentation. The issuer’s denial could result in the case being submitted to Arbitration by the acquirer.
Collaboration reversal: Same as allocation reversal, just specific to Visa’s Collaboration cases.
Collaboration pre-arbitration: Same as pre-arbitration, however this is specific to Visa Collaboration. In this case, the appeal may be cardholder related (such as credit not processed or not as described).
Second reversal/second chargeback: Not in use. Can be seen on old disputes.
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