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Viewing & Appealing Disputes

Action

Display

  1. Use the left hand navigation menu to select

  1. Sales, then click Disputes, or if you have new disputes, click View Disputes Report in the red banner near the top of your dashboard

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:

  • Date the dispute was created

    • Case Number

    • Transaction ID

    • Current Status

    • Amount

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:

  • All statuses

  • Action Required

  • Under Review

  • Case Closed

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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:

  • Proof of delivery: tracking number, signed delivery confirmation, or any other proof

  • If the item had delayed deliver provide the signed terms and conditions that state the expected delivery date

For Services:

  • Proof of payment: signed invoice showing service was completed and the cardholder was satisfied

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: 

  1. A signed sales slip showing the truncated card number, transaction date, approval code, amount

  2. Your name & address

For non face-to-face sales: 

  1. An order form/invoice reflecting the truncated card number, transaction date, approval code, amount, your name and address

  2. Customer’s billing and shipping address(es)

  3. 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. 

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