To see a list of all disputes first access the Disputes List. For more information on accessing the Disputes List see here. From within the Disputes List click on the link labelled “View”, this will take you to the Dispute Details Page.
Dispute Details
The Dispute Details page provides more information relating to the dispute
and the dispute status/outcome.
- Dispute Reason - The selected reason for raising the dispute.
- Further Information - The comments created when raising the dispute.
- Dispute Raised (Date) - The date the dispute was raised.
- Invoice/Transaction - The invoice or transaction identifier.
- Dispute Raised By - The name of the user raising the dispute.
- Dispute Amount - The disputed amount in the program currency.
Decision/Status/Outcome
The dispute details page also provides information about the current status of the dispute, the date it was actioned by the seller and any notes provider by the seller during their decisioning process. There are several possible Status/Outcomes. The below images provide a sample of status outcomes you could expect to see.
Pending Decision
When a dispute is raised it will need to be decisioned by the Seller within an allotted timeframe. The panel below indicates that a decision is still to be made by the seller. The seller is expected to make a decision within the following 2 days based on the agreed decision time period.
Accepted Dispute
Once the seller has accepted a dispute, the outcome status will display Accepted. The Seller will then need to action that dispute by refunding or crediting all or an agreed portion of the transaction or invoice. You should expect to have the dispute settled within the amount of days outlined in the information message, where “X” will represent a number, being the number of days.
Resolved
Once the dispute has been accepted and actioned by the seller it will have an outcome status of Resolved and no further action is required by the seller.
Declined
If the seller declines the dispute the the outcome status will be Declined. Typically the Seller will provide additional information in the notes from seller section. This dispute is considered final.
Resolved - Actioned by System
When a dispute outcome has a status of Resolved AND shows that it was actioned by “System” this is indicative of a disputed that has been resolved by a chargeback to the seller.
Dispute Activity Panel
The Dispute Activity panel allows you to see the progression of a dispute. This panel is located beneath the Decision/Status/Outcome panel and will default to a “closed” state. To expand a section simply click on the small arrow to the right of the “closed” row.
The image below shows the Dispute Activity Panel with all records in the “closed” state on the left, and The Dispute Activity Panel with all records expanded on the right.
