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Disputes Report

The new Disputes Report notifies and equips you with information about disputes coming from our processor and PayPal through the Dashboard. The report digitalizes the way to fight the transaction dispute, making the process quicker and easier than ever.

Viewing & Appealing Disputes

Action	Display

Action	Display
1. Use the left hand navigation menu to select Sales, then click Disputes, or if you have new disputes, click View Disputes Report in the red banner near the top of your dashboard The Disputes Report page will open	Open
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 2. Use the Date buttons to select the appropriate date range, if needed 3. Use the Status filter drop down menu to view specific dispute statuses: All statuses Action Required Under Review Case Closed	Open
4. Select a dispute to view the details 5. 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 6. Click Submit Appeal Online to upload the documents for appeal

Disputes & Chargeback Reporting Tutorial

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.

How can I find the Disputes Report?

The report can be found in the sales tab of your dashboard or via the red banner (if you receive a new dispute).

What information can be found on the Disputes List?

On the Disputes List you can find:

• Date of submitted dispute

• Case number that can be used to communicate with MerLink and the SpotOn chargeback team

• Transaction ID that helps identify the original transaction in your records

• Dispute status

• Amount disputed, which in some cases is different than the transaction amount

What is the meaning of each Status in the Disputes List?

Disputes have three different statuses:

• Action required. This will include disputes we recommend appealing by providing supporting documents of the transaction, product, or service provided. This can be done by clicking, “Appeal Dispute” and following the provided steps. Please read the instructions carefully and gather as many supportive documents as you can before appealing the customer dispute.

In some cases, you will see a Contact SpotOn indicator and banner. If so, please reach out to the Chargeback Team (chargebacks@spoton.com) to handle the dispute.

• Under review. After submitting your appeal, the bank, processor, or customer is required to make a decision or take action. This can take up to one month. 

• Case closed. The card issuer’s bank has reached its final decision. The decision is sent via letter to your business address from the processor. 

What do the headers mean in the Dispute Details screen?

You will notice that each dispute has a unique header that represents the type of dispute and current stage:

• Retrieval.

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. 

• 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.

Does the disputed amount always equal the transaction amount?

No. The customer can dispute a different, yet lower, amount from the original transaction amount.

How can I find the original transaction?

Go to the day the transaction took place and find yours. There you should look for the receipt or the order using the customer’s card number. If you are using our SpotOn Terminal POS and Virtual Terminal products, you can search for the transaction details in the transaction list located in the Virtual Terminal.

How can I appeal and fight the customer dispute?

Click on the dispute from the Disputes List. Then click Appeal Dispute. Here, you will find instructions on how to appeal, which documents to provide, and the channels where you can appeal. The recommended documents will change based on the reason for the dispute. You can appeal via the MerLink website (our processor website), our chargeback team, fax, or by mail. SpotOn recommends appealing directly via the processor for a fast resolution and to avoid missing the appeal option’s deadline.

• Submit appeal online. Use MerLink website via your SpotOn Dashboard to upload supporting documents directly to the processor. Please use the case number and amount as noted in the Disputes Details sidebar. 

• Email the SpotOn Chargeback Team. You can send an email to our Chargeback Team if you have additional questions. By clicking the email address, a prefilled email will pop up using your browser’s default email service. Please review the email, update your preferred contact information, and attach all relevant documents. Please be aware that response times vary. 

• Fax or mail. You can also send your documents to the processor directly. 

How long does it take for the status to be updated?

Dispute status can take up to 24 hours to update from the time it was changed in the bank’s records. Please expect a longer update time if you make an appeal over the weekend.

How do I know if I won the appeal?

Once the bank has reached a decision, a letter will be sent to your business with their decision and details. You will also see a positive amount in the Deposits Summary report if you’ve won the appeal.