A dispute occurs when a cardholder challenges a transaction with their bank. Disputes are managed through the Merchant Portal and may result in fees and temporary loss of funds.
Chargebacks are essentially disagreements between a cardholder and a merchant with the cardholder’s issuing bank being involved. That said, there are additional key players that are involved in this process. Below are images and definitions for each.
Access a dispute
- Go to Merchant Portal > Payments > Disputes.
- Select a dispute to view details.
Respond to a dispute
- Review the dispute details.
- Choose Accept Dispute or Counter Dispute.
- If countering, provide:
- A clear explanation of the product or service
- Information relevant to the dispute reason
- Upload supporting documents (PDF, JPG, JPEG, PNG).
- Submit the response.
Evidence requirements
- Maximum total upload size: 5 MB
- Evidence cannot be edited after submission.
Set up dispute email notifications
- Go to Admin Panel > Merchant Portal > Merchant tab.
- Select a Merchant ID.
- In Notifications, add email addresses to the Disputes field.
- Click Save.
Important notes
- A $25.00 dispute fee applies.
- Some disputes are initiated by banks and may not be reversible.
- For ACH payments, disputes are final and cannot be appealed.