Click the Disputes tab from the top menu.
Disputes will be listed here with various statuses like "under review", "forefeited", "response needed!", "won" and "lost". To send in a defense to a chargeback, click on the dispute and then click the Defend Dispute button on the right side of the screen:
A window will open on the right of the screen. Upload or drag and drop your defense documents, then click the Defend the Dispute button to submit. For information on what types of documents to submit, please review this article: Chargeback Defense Requirements
IMPORTANT: Chargebacks are decided by the card issuing bank and are determined by the rules and regulations set by the card payment brand. Disputing a chargeback does not guarantee a decision in your favor.
NOTE: In a represented chargeback, it can take up to 120 days from the date of the chargeback for the bank to make a final determination.**
Once a chargeback has been initiated on a transaction, you cannot refund it. If you agree that the funds need to be returned to the customer, you will need to accept the chargeback.
Accepting The Dispute
If you find that you agree with a chargeback, for example, a transaction that should have been refunded, you can easily accept the dispute by clicking the Accept Dispute button within the chargeback details for a particular transaction:
More information about how to prevent chargebacks can be found here: Tips For Preventing Chargebacks
Notifications of Fraud (NOF)
Items shown as status "unknown" in the Disputes tab are what are called Notifications of Fraud. A Notification of Fraud (NOF) is an alert from a cardholder's bank to a merchant indicating potential fraudulent activity on a transaction, but it's not a chargeback yet, and no money is withdrawn from the merchant's account.
You do not have to action these; however, if you would like to mitigate chargebacks, you can review for signs of possible fraud, refund the transaction, or you can reach out to these customers.
Other Options for Managing Chargebacks
There are several different services that you can explore to assist you when it comes to managing chargebacks:
Chargeback Management Platforms: These platforms provide tools and services to help merchants prevent, analyze, and respond to chargebacks effectively. They often offer features like automated dispute responses, real-time chargeback alerts, reporting and analytics, and integration with payment processors.
Fraud Prevention Services: Many chargebacks stem from fraudulent transactions. Fraud prevention services help merchants identify and prevent fraudulent activity before it leads to chargebacks. They may use advanced fraud detection algorithms, machine learning, and artificial intelligence to analyze transaction data and detect suspicious patterns.
Dispute Resolution Services: Dispute resolution services assist merchants in responding to chargebacks and managing the dispute process. They may offer guidance on crafting effective responses, represent merchants in communications with card networks and issuers, and help gather evidence to support the merchant's case.
Chargeback Representment Services: Chargeback representment services specialize in representing merchants in the chargeback process. They handle the entire process of responding to chargebacks on behalf of the merchant, from gathering evidence to submitting responses and advocating for the merchant's interests.
It's essential to evaluate your specific needs and choose services that best address your requirements for managing chargebacks effectively while minimizing the impact on your business operations and finances.
Dispute Statuses
Won - This means that the chargeback was settled in the merchant's favor.
Lost - This means that the chargeback was settled in the customer's favor.
Response Needed! - The merchant has the opportunity to submit evidence to the bank to dispute the chargeback.
Forfeited - This means that the merchant agrees with and has accepted the chargeback.
Under Review - This means that evidence was submitted and is now under review with the bank. (This process can take 2 -6 weeks.)
Unknown - These are Notifications of Fraud (NOFs)
If you have any additional questions, please contact our Support Team by clicking the support widget in the bottom right corner of this page or email us at [email protected].