{"title":"Manage disputes","category":"default","creationDate":1788346618,"content":"

In your Customer Area<\/a>, you can view and manage disputes. A dispute occurs when a cardholder questions the validity of a payment and asks their issuer to return the funds. To defend the dispute<\/a> you upload supporting documents. To accept the dispute<\/a> you end the dispute process.<\/p>\n

Requirements<\/h2>\n

Before you begin, take into account the following requirements and preparations.<\/p>\n\n\n\n\n\n\n
Requirement<\/th>\nDescription<\/th>\n<\/tr>\n<\/thead>\n
Integration type<\/strong><\/td>\nYou must be onboarded as a franchisee by your franchisor. For more information, see Onboarding<\/a>.<\/td>\n<\/tr>\n
\n Customer Area roles<\/strong>\n<\/a><\/td>\nTo view and manage disputes, you must have the following role:
Merchant dispute management<\/strong>.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

How it works<\/h2>\n
    \n
  1. Dispute initiation<\/strong>: A cardholder disputes a payment, and the funds are immediately removed from your payable batch<\/a>.<\/li>\n
  2. Evidence gathering<\/strong>: Check the dispute reason<\/a> and gather the required evidence, for example, proof of delivery or a copy of the invoice, before the card scheme's deadline.<\/li>\n
  3. Defense submission<\/strong>: Defend the dispute<\/a> by submitting your supporting documentation to prove the transaction was valid.<\/li>\n
  4. Resolution<\/strong>: If your defense is successful, the funds are returned to your payable batch. If you lose or miss the submission deadline, the funds are permanently removed from your account.<\/li>\n<\/ol>\n

    View disputes<\/h2>\n

    To view disputes:<\/p>\n

      \n
    1. Log in to your Customer Area<\/a>.<\/li>\n
    2. Go to Risk & disputes<\/strong> > Disputes<\/strong>.<\/li>\n
    3. Select the Chargebacks<\/strong> tab. The page shows all disputed transactions.<\/li>\n
    4. Select the settings icon <\/i> to open the Configuration settings<\/strong> panel.<\/li>\n
    5. In the Configuration settings<\/strong> panel, turn on the toggle for each column you want to add, for example:\n