Viewing Disputes
The Disputes module in the left sidebar displays all the disputes and inquiries created by your customers.
The list view provides the basic details of all disputes, such as the Dispute Date, Amount, Status, Reason, and Customer Details.
Clicking a dispute lets you drill down and view the details.
Note: A fee of $15 will be charged for every disputed transaction.
Dispute Details
When a customer makes an inquiry or raises a dispute against a transaction, the payment will be available in the Dispute list view. You can switch between tabs and click on a dispute.
The dispute details page contains the following sections:
Dispute Overview
This section gives a summary of the dispute. It describes why the dispute was raised, the current status, amount and fee (if any), and the deadline for responding to the dispute.
It also includes Date and Time, Customer Details, Payment Method**, Transaction Description, and Risk Rating.**
Dispute Details
This section contains the Dispute ID, Disputed Amount, Reason, and Status of the dispute.
Insight: The Dispute ID can be used to track the status of your dispute in your emails.
A transaction could be disputed for the following reasons:
- Credit not processed for returned items or cancelled transaction.
- Duplicate payment.
- Fraudulent payment.
- Product not delivered to customer.
- Product not accepted by customer.
- Subscription cancelled by customer.
- Transaction not recognized by customer.
- Other reasons.
Payment Details
This section contains the details of the relevant payment that was disputed. It includes the  Payment Descriptor you had provided in your settings, the Amount Paid by the customer, the Amount Refunded to the customer(if any), the Transaction Fee, the Disputed amount, and the final Net Amount after disputes or refunds.
Payment Method
This section gives you all the details regarding the card used, such as the Card Number, Card Type, Expiry Date and the card holder’s Address.
Comments & History
A log of all the actions performed on your transaction is tracked under this section. Every step, right from payment collection until the dispute has been closed, can be tracked here. Users will also be able to add comments for internal reference.
Risk Assessment
Our internal risk tool calculates the risk involved in your payment. The risk could be either Normal, High or Elevated. To ensure secure transactions, you can also configure basic fraud prevention measures under Settings > Risk Management.
Other Actions
This section allows you to respond to disputed transactions by issuing refunds or submitting evidence to challenge them.
Dispute Statuses
Based on the dispute workflow, disputes are categorized into the following statuses:
| Status | Description |
| Inquiry Created | Formal inquiry on the payment by the customer at their bank. |
| Inquiry Under Review | Inquiry that’s being reviewed by the card network based on the merchant’s response. |
| Inquiry Closed | Inquiry closed by the customer, or by the card network based on the evidence submitted or because the merchant refunded the payment. |
| Dispute Created | Dispute created directly by the customer or an inquiry that has escalated to a dispute. |
| Dispute Under Review | Dispute that’s being reviewed by the card network based on the merchant’s response. |
| Won | Dispute resolved in the merchant’s favor. |
| Partially Won | Dispute partly resolved in the merchant’s favor. |
| Lost | Dispute resolved in the customer’s favor. |
| Accepted | Dispute accepted by the merchant. |
Filter Disputes
If you’d like a filtered view of the disputes, you can:
Switch between the dispute categoriesÂ
The Dispute module categorizes disputes vastly into:
- All: Lists all the disputed transactions.                            Â
- Action Required: Lists only the newly created inquiries and disputes that require your response.
- Under Review: Lists the inquiries and disputes being reviewed by the card network. Â
- Won: Lists the closed inquiries and won disputes.                             Â
- Lost: Lists the accepted, lost, and partially-won disputes.  Â
Simply switch between the categories to view the dispute you’re looking for.
Search for a specific transactionÂ
Use the search bar to look for a particular transaction. You can search by the Payment or Dispute ID to find the exact transaction you’re looking for.
Filter by date or status
Use the Date and Status filters to narrow your search and view based on specific dates and status. You can choose from the default date list or choose a custom date range to figure out your transaction.
