Managing Disputes is a critical part of any Merchant business and it’s important to understand the terms and workflows associated with transaction Disputes. 

Below are some terms you’ll frequently encounter throughout the Dispute Management section 

• Dispute – The action of a Cardholder challenging a transaction payment or the individual stage within the greater Chargeback process. 

• Chargeback – The entirety of the process of challenging a transaction payment from Retrieval, through each Dispute stage of the Chargeback flow, and closed with a final decision as a Resolution in favor of the Merchant or Cardholder’s claim. 

• Cardholder: The customer that is disputing a transaction 

• Merchant: Provided the goods or services being disputed 

• Issuer: The bank that issued the card to the customer (i.e. the cardholder’s bank) 

• Card Brand: The card brand & network the customer’s card is associated with (Visa, Mastercard, etc.) 

• Representment: The response a Merchant sends to the issuing bank when a transaction is disputed 

• Arbitration: The use of a third party to arbitrate and finalize a dispute outside the platform. 

 How am I notified of disputes and chargeback updates? 

 For Worldpay Partnerships: You can set up email notifications on the Worldpay portal to receive notice when a dispute is filed and updates occur in the Chargeback process, furthermore: 

• You can view and respond to disputes on the Worldpay portal 

• All Disputes in your portfolio can be found on the Worldpay portal and reviewed by visiting the Disputes page. 

• Individual Dispute details, including visible Dispute Status Tracker can be found and reviewed by visiting the Dispute Details page in the Portal. 

For Stripe Partnerships: Stripe will notify your dashboard of any disputes and chargebacks. These can be handled using Stripe’s best practices.

You can set up emailed notifications on the Worldpay portal to receive notice when a dispute is filed and updates occur in the Chargeback process, furthermore:

• You can view and respond to disputes on the Worldpay portal
• All Disputes in your portfolio can be found on the Worldpay portal and reviewed by visiting the Disputes page.
• Individual Dispute details, including visible Dispute Status Tracker can be found and reviewed by visiting the Dispute Details page in the Portal.

A Dispute and a Chargeback are two distinct processes related to payment disputes. Both listed processes above require prompt response from your team with compelling evidence (such as BEO, conversations with the payor) provided to support their transaction’s validity. 

A Chargeback occurs when a cardholder bypasses the Merchant entirely to dispute the transaction with their issuer or credit card company to reverse a transaction. Chargebacks are typically more formal and can also incur additional fees from a Merchant perspective. Chargebacks are typically initiated due to claims of fraud, or failure to receive goods or services. From your perspective, there are three stages:
 

A Dispute occurs when a customer is questioning a transaction with their issuing bank or credit card company, typically due to concerns raised around unauthorized charges, billing errors, or overall dissatisfaction with a product or service. This can be a formal process initiated through their issuer or credit card company during the preliminary Chargeback proceeding or an informal process where concerns are raised by the cardholder directly and discussed with the Merchant to seek a resolution. 

For Worldpay Partnerships: Chargebacks can be viewed and challenged on the online portal. Funds will be held from the HPay account balance according to standard processing partner procedure.

For Stripe Partnerships: Users can refer to the detailed information available here https://support.stripe.com/topics/disputes 

Sometimes, your bank can block fees withdrawals or deposits from your Mosaic account to your linked bank account. To ensure all funds transfer smoothly between your Mosaic and linked bank account, please call your bank and request the following IDs to have any blocks removed: 

 For Worldpay Partnerships: 

1310281170 

1043575881 

For Stripe Partnerships: 

1800948598 

4270465600 

Once complete, please let the Mosaic team know as soon as possible so our partners can retrigger any deposits or fee collections that may be outstanding due to the previous block. 

Worldpay funding schedules are listed as follows: 

Card Payment Transaction Funding Timeline: Card payment transaction funds are sent to the Merchant’s bank account the next business day after the transaction is processed. Transaction funds are deposited by ACH to the Merchant’s linked bank account and are typically available the morning after the withdrawal is created, although can take up to 48 hours depending on the speed at which the linked bank processes ACH transactions: 

More details can be found in this link: https://resource.payrix.com/resources/funding-outline-api-guide and clarifications on naming of transaction statuses can be found here: https://resource.payrix.com/resources/payrix-transaction-statuses-timeline   

ECheck Payment Transaction Funding Timeline: 

* This timeline is based on the earliest possible funding time for eChecks (3 business days). Please note that eChecks can take up to 5 business days to complete settlement to fund the Merchant FBO account for later withdrawal. 

More information can be found here: https://resource.payrix.com/resources/funding-outline-api-guide#TransactionFunding-eCheckPaymentTransactionFundingTimeline    

For Stripe Partnerships: 

Funding timelines can vary by merchant and what you have set up for processing times. By default, processing time for transactions to appear in their Stripe account is 3 business days from the credit card transaction date, and depends on whether or not the transaction falls after the cutoff time at roughly 8 pm EST. For ACH transactions, the settlement time is 4 business days. 

What information should I provide to verify transactions?  

For Worldpay Partnerships: You can provide to our Merchant Support team (merchantsupport@caterease.com) an invoice or banquet event order of the held transaction, your business website, your role, and 3-6 months of bank statements of your linked bank account to quantify anticipated monthly payment volume to help lessen the chance of future reviews and to clear any outstanding reviews. 

For Stripe Partnerships: Should there be any requirements needed to remove a restriction placed on an account, Stripe will send an email to the connected account holder and notify them in the Stripe online dashboard what is required to be unblocked.  

You can provide to our Merchant support team an invoice of the transaction held, your business website, your role, and 3-6 months of bank statements of your linked bank account to quantify anticipated monthly payment volume to help lessen the chance of future reviews and to clear any outstanding reviews.

Please contacting our Merchant Support team, including the transaction’s ID found under the transaction’s details in the Portal and your Merchant name and ID. You may also provide additional information to verify transactions and lessen future review chances.

For Worldpay Partnerships: Our payment partners may delay your transaction up to 3 business days for a standard risk review to ensure fraud protection. This is common in the initial stages of processing as they learn about your processing habits. Should any information be requested to clear the review, our partners will reach out to you directly to the business email listed on your Mosaic account. 

For Stripe Partnerships: If a transaction has not settled within 3 business days, contact Stripe support team via your Stripe Dashboard for further assistance.   

On the portal, the Transaction Receipt page contains documentation of a specific transaction made with a customer, as well as a printable and downloadable receipt for the transaction.

To access the Transaction Receipt page:

1. 1. Access the Payment History page in the Payments category in the left navigation panel.
   2. Click any information in the transaction table to redirect to the Transaction Details page.
   3. Click RECEIPT on the Transaction Details page and you will be redirected to the Transaction Receipt page, where you can print or save the PDF.

For Worldpay Partnerships: Although it depends on your business needs, we highly recommend that your team enable the email alerts in the Mosaic portal for “transaction returned”. You can also enable the notifications for “transaction captured”, “transaction settled”,  and “transaction failed”, depending on your payment volume.

“Transaction Returned” is highly recommend as when an ACH or  eCheck transaction “bounces” or is returned, Caterease does not automatically update the status of payment record, as the transaction is considered completed. Enabling the “transaction returned” email notifications gives you proactive notice to manually update the status of the payment record in Caterease and recollect the payment (after of course verifying in the portal the transaction indeed has been returned).

Furthermore it’s important to note: a “captured transaction” notification is triggered immediately when your customer submits their payment information, but it doesn’t guarantee that the payment will be successful. The transaction may either “fail” or successfully “settle” after capture completes settlement in roughly one business day. Please be aware that for every “captured” notification, you will also receive a “duplicate” email notice for the same transaction once it has either “settled” or “failed”, as these processes are all unique.

More details on enabling these email notifications on Worldpay’s Mosaic Portal can be found here.

For Stripe Mosaic Users: Please refer to their email notification documentation here.

Your clients should automatically receive payment receipt emails when their payment is successfully captured. 

Your client does not receive payment receipt emails, we recommend adjusting your Mosaic settings so such that in your Mosaic Settings, the payment link’s “Reply Email” is “noreply@paymentsbyhorizon.com” You can learn how to adjust this setting here. 

For Worldpay Partnerships: Yes, multiple emails can be specified as recipients for various payment events in the online portal’s “email alerts” section. More information can be found here. 

• To do so, login to the portal and navigate to the “Email Alerts” tab. Go to the specific email alerts you’d like, Turn an alert on with the TOGGLE SWITCH icon on the right side of the alert type. 

• Note, you can view more information about a specific alert by clicking on the BLACK TRIANGLE to open the subsection. 

• Once the alert is toggled on, you can add or remove email additional addresses that receive the alert by clicking on the plus circle, and clicking SAVE on the right side of the toggle switch to save any changes. 

For Stripe Partnerships: Each team member can choose to receive or opt out of receiving any of the default notifications. 

WorldPay: You can set up email notifications when a payment is successfully “settled” in the online portal’s “email alerts” section. More information can be found here. 

Stripe: You can set up email notifications when a payment is “sucessfull” in the online portal’s “communication preferences” section. More information can be found here. 

Yes, when your client submits payment information, they get an automatic emailed receipt. Please know that this receipt only shows the payment was submitted, and does not guarantee the transaction was successfully processed. 

Mosaic Worldpay users can set up email notifications for various transactions events in their online portal’s “email alerts” section; they are not on by default. More information can be found here.  Your customers automatically receive emailed payment receipts upon submitting their payment details for a transaction; this does not need to be set up. 

The Email Alerts page on the portal contains information about email notifications that are sent to your team. On this page, you can configure which types of actions will trigger an email alert and determine who receives the notifications. 

The Email Alerts page is divided into sections containing email alerts related to a specific type of event. In each section, several specific alerts are displayed. Provided that the alert is enabled, a notification will be received by any recipient listed for the specific alert function(s) found in each tab. 

To use the alert toggles, follow the instructions below: 

1. Turn an alert on or off: Click the TOGGLE SWITCH icon on the right side of the alert type. 

1. View more information about a specific alert: Click the BLACK TRIANGLE to open the subsection. Note: You can only view more information about an alert when the toggle switch is set to ON 

1. In each subsection, you can view the ID number for the alert and add or remove email addresses that receive the alert. NOTE: you can click the plus circle to add more than one email address. 

1. After making any changes to an alert setting, click SAVE on the right side of the toggle switch to save any changes. 

Mosaic Stripe users can set up email notifications by clicking here. 

Review and reach out to merchant support to confirm and assist with a resolution.

Our processing portals use verification tools such as CVC checks, address checks, and Stripe uses 3D Secure to prevent fraud. 

Watch for mismatched billing and shipping info, unusually large or rushed orders, repeated failed attempts, or many small test transactions.

Fraud happens when someone makes an unauthorized or illegitimate transaction—like using a stolen card or disputing a valid charge (“friendly fraud”).

The Worldpay Partner Mosaic portal can be accessed at https://mosaic.horizoncloud.com/. For help resources, visit Worldpay Portal Help Center.  
 
The Stripe Dashboard can be accessed at https://dashboard.stripe.com/dashboard. For help resources, visit Stripe Portal Help Center 

WorldPay: You can set up email notifications when a payment is successfully “settled” in the online portal’s “email alerts” section. More information can be found here. 

Stripe: You can set up email notifications when a payment is “sucessfull” in the online portal’s “communication preferences” section. More information can be found here. 

Yes, when your client submits payment information, they get an automatic emailed receipt. Please know that this receipt only shows the payment was submitted, and does not guarantee the transaction was successfully processed. 

For Worldpay users, follow these steps on the portal:  

1. Navigate to the Payment History page in the Payments category on the left-hand navigation panel.  

1. Click on any information in the transaction table to redirect to the Transaction Details page.  

1. Click RECEIPT on the Transaction Details page to be redirected to the Transaction Receipt page. More details can be found here: Merchant Transaction Receipt.  

 For Stripe users, the admin email and payer receive an emailed receipt from notifications@stripe.com 

For our Mosaic Worldpay Partnerships, please login to the portal and navigate to the left side of the page, click Reports -> Create Reports. The three most popular reports are the Transaction Detail, Balance Detail, and Monthly Statements. More information on each report can be found under the “Report Features” section here 

For our Mosaic Stripe Partnerships, please learn more about reporting here.

Worldpay: Reports time frames have a maximum of 30 days. 

Stripe: Merchants can export all of their payment data through these steps in their dashboard. 

Yes, a different card will be stored as a new stored card.

For Worldpay: Detailed instructions can be found here: Quick Charge and Create Payment. 

For Stripe: Yes, merchants can process payments from the dashboard. When viewing the dashboard there is an option to create a payment link or one time invoice that can be used to collect payments from customers. 

Users can check the client record in Caterease to see if there is a stored card. 

Worldpay merchants can set up email notifications for various events by logging into the PayRix portal, navigating to the email alerts tab, turning on the desired notifications, and adding emails for these notices. More information can be found here: Email Alerts Setup. 

Stripe merchants receive email notifications when set up in “communication preferences”. More information can be found here. 

Once you’ve generated your Statement Detail Report, some fee names can look confusing because they’re labeled internally. Here’s how to interpret them simply:

Step 1: Look at the “Description” column (This is the most important column.)

“Capture fee schedule” are Mosaic platform fees
“Interchange fee schedule” are Card network interchange fees (set by Visa, Mastercard, etc.)

Step 2: Understand Your Card Processing Fees: Your standard card rate is: 1.25% + $0.10 + interchange

Here’s how that shows up in the report:

• Platform Fees
  • Percentage portion (1.25%) consist of “IC+ Percent” and “Capture Fee”
  • Per-transaction portion ($0.10) consists of “IC+ Cents” and “Capture Cents”

Interchange Fees (Pass-Through)

The four “Interchange Fee” line items are charged by the card networks and vary by card type. They also include L2 / L3 CIO interchange fees, which applies only to business or corporate cards.

Where to Find Your Mosaic Contract & Rates: You can view your Mosaic contract (including your fee breakdowns) in either of the following places:

Option 1: In Caterease

1. Go to Administration
2. Click Mosaic Payments
3. Select Mosaic Terms and Conditions

Option 2: In the Mosaic Portal

1. Log in to your Mosaic portal
2. Go to Profile → Documents
3. Select the document you want to review

remove the “Generating Detailed Fees Statements” and replace with 

Generating your Fee Statements”

There are two different fee reports in the portal, and they serve different purposes:

1) Monthly Statement (Summary View)

• Best for a quick, high-level overview
• Amounts are rounded, so totals may differ slightly from what is actually withdrawn

2) Statement Detail Report (Most Accurate)

• Shows the exact fees charged
• Use this report if you want a true, line-by-line breakdown of costs

If you’re ever reconciling fees or questioning totals, always use the Statement Detail report.

For Worldpay Partnerships:
Reports page on your Mosaic Worldpay portal contains a set of reports that can help you gather information and measure performance indicators about your business, including your Statement Details Report breaking down your monthly processing fees. 

The Statement Details Report provides precise and accurate fee information detailing a comprehensive breakdown of fees. To access the Statement Details Report, login to your Mosaic portal, click Reports in the Admin category of the left navigation panel, and click on the Standard Reports Tab, selecting Statement Details Report in the dropdown. 

Note the Monthly Statement’ summary Report tab report provides similar details; however the ‘Monthly Statement’ is not a bill breakdown but a business recap. The difference between the two is that the Statement Details Report accounts for values of “sub-cents”, but these fees are not included in the Transaction Details Report. 

For Stripe Partnerships: 

The balance summary report is available on Stripe through the dashboard; this shows the total of fees for a period. 

Authorize deposits and withdrawals from Mosaic to your bank 

Sometimes, your bank can block fees withdrawals or deposits from your Mosaic account to your linked bank account. To ensure all funds transfer smoothly between your Mosaic and linked bank account, please call your bank and request the following IDs to have any blocks removed: 

Worldpay: 

1310281170
1043575881 

Stripe: 

1800948598  

4270465600 

Once complete, please let the Mosaic team know as soon as possible so our partners can retrigger any deposits or fee collections that may be outstanding due to the previous block. 

Sometimes, your bank can block fees withdrawals or deposits from your Mosaic account to your linked bank account. To ensure all funds transfer smoothly between your Mosaic and linked bank account, please call your bank and request the following IDs to have any blocks removed: 

 For Worldpay Partnerships: 

1310281170 

1043575881 

For Stripe Partnerships: 

1800948598 

4270465600 

Once complete, please let the Mosaic team know as soon as possible so our partners can retrigger any deposits or fee collections that may be outstanding due to the previous block. 

Custom rate packages are offered based on the average volume processed per month over the past six months. If you reach a processing threshold of $150k/month consistently for 3 months, please contact our Merchant Support team for review.

Worldpay uses an interchange plus structure (IC+). Credit card transactions incur a fee of 1.25% + 10 cents per transaction plus the card’s interchange fee. Debit cards have a similar structure but generally lower interchange fees. ACH transactions have a fee of 1.00% + 25 cents per transaction. 

US Stripe rates: Visa, Mastercard, and Discovery: 4.75%, Amex: 5%, ACH 1% + $0.25 CAN Stripe rates are: 3.5% + $0.15 

For Worldpay Partnerships: The credit card rate can be higher than our base processing rate of 1.25% because we use an IC+ structure, which is our rate of 1.25% plus the interchange rate of the card used to process. Interchange rates can vary widely depending on the card type and card holder your client uses and are updated twice a year. For example, American Express (AmEx) has notoriously high interchange rates, so in your Mosaic setting, we give you the option to not accept Amex. To also help you recoup some of the interchange fees and lower your overall processing rate, we allow automatic surcharging* up to 3% you can enable: Enabling Payment Surcharges 

*surcharging not available to organizations based in CT,MA, ME,  OK, and up to 2% in CO 

For Stripe Partnerships: Stripe uses a blended rate structure. The key difference between blended rate and Interchange Plus (IC+) rate structures lies in how fees are presented and charged in credit card processing. A blended rate is a single, flat percentage fee (and sometimes a per-transaction fee) regardless of card type or brand. With the IC+ rate you pay the actual interchange fee (set by Visa, Mastercard, etc.) plus a fixed processor markup. 

If you suspect a payment showing the wrong status, please confirm with the Mosaic portal and attempt to resync, contacting support should these not facilitate.
How to confirm status
Check the corresponding transaction’s details page on the online portal for the real time transaction status.
Compare it to the Event Payments section in Caterease.

How to fix it yourself
First, attempt to resync in Caterease:

1. Open The Payment Link Manager.
2. Click the payment link button then View Existing Links.
3. Open the link then Tools then Update Selected
4. Return to Event Payments and confirm the status and amount now match the portal.

If the record still does not match
Email help@caterease.com with the following information so our team can request a backend resync.
• Event number
• Amount
• Payment date
• Transaction ID from the Mosaic portal

During rare, brief Mosaic payments service outages, links can fall offline and out of sync, not displaying the most up to date status shown on the Mosaic Partner Portal, and will need to be manually updated by Support. Payments also collected while a payment link shows the “Pending” status in Caterease yet that is expired (not updated to reflect that it is expired) can also become unsynced and offline. In both cases, this can cause the Caterease event to not reflect the true Mosaic portal status until it is resynced.

Who might be affected
Events with payments created or collected during or right after a brief Mosaic outage.
Events where a payer completed checkout while the link in Caterease still showed Pending but had already expired.

Why you may notice an uptick
After a brief Mosaic outage, link updates can lag. Links nearing expiration are the most likely to mismatch until resynced.

When to contact support right away
You see paid in the portal and expired or pending in Caterease after running the update steps (see Troubleshooting Payment Record in Caterease Showing wrong Status)
You see multiple events from the same timeframe with mismatches.
Send the details listed above so we can sync them.

When receiving an error message in Caterease related to Mosaic or a payment link is not updating, use the steps below to expedite your resolution. If the situation continues, contact merchantsupport@caterease.com with your Caterease Serial number (see below), describing your situation, what you’d like to happen instead, relevant event numbers & payment amounts, and include screenshots of error messages.

1. Check Your Caterease Version

Make sure you are using the latest version of Caterease if you use the Desktop version of Caterease (if a Caterease Connect user, continue)

• Go to the Help tab > About Caterease button > Program tab to find your serial number and build number.
• Reach out to help@caterease.com with your serial number and build number asking them to confirm if you are on the most recent build, and for update instructions if you are not.

2. Update Payment Status for Payment Link Issues

If a payment link isn’t updating properly or shows a status different then the portal:

• Open Event Manager and search for the event tied to the payment.
• Click the Payments Made button (Dollar sign icon) or find it under Tools in the top menu.
• In the Event Payments window, click View/Edit Payment Details (Grid Icon).
• In the Payment Details, go to the Credit Card tab and click Update Status at the bottom.

3. Remove Special Characters from Your Mosaic Details

If you see an error when creating a payment link:

• Check in your Mosaic payment link settings that there are no special characters (like |, &, ‘) in the following fields:
  • Your title/company name (must include some text, not just an image)
  • Email addresses
  • Sender name
• Also check your payment link fields, removing special characters:
  • Payer Name (must be under 26 characters)
  • Payer Email Address
  • Billing Address
• Also review the email subject lines in your Mosaic setup — no special characters there either.

4. International Card Payments

If you’re accepting an international credit card:

• Make sure the customer’s contact record includes at least one address with the correct country listed.

5. Issues with Stored Credit Cards

If you can’t process a payment using a stored card:

• Delete and re-add the stored card to refresh the payment token.

6. Payment Links Not Being Received

If your customers are not receiving their payment link email:

• Set the “Reply Email” in your Mosaic link settings to noreply@paymentsbyhorizon.com, adding a note in your payment link email template a contact email should your client wish to discuss payment.

First, check if a duplicate payment exists on the portal and it’s status before issuing a refund through the portal.

1) login to your Online Portal

2) access your “Transaction History” tab on the left

3) adjust the date range to “this quarter” or a custom range, and enter the payment amount in the search bar (or the last 4 digits of the card)

4) see if there are duplicated records

a) if there are duplicates, click on the more recent transaction, then click on the “refund” button in the upper left (click “cancel” if not settled)

b) If there is not a duplicate payment in the portal, but shows as a duplicate in the Caterease event, verify in Caterease the transaction ID in the payments are identical and you can delete one of the Caterease payment records.

NOTE: We recommend only refunding duplicate transaction via the portal, and any other payments regularly through Caterease as the records do no automatic sync to Caterease should a payment be adjusted via the portal.

Duplicate payments can occur if there’s an interruption while the transaction is processing, such as a customer clicking the pay button more than once, going back and forward in the browser, or opening two payment windows and pressing the submit button in both. In nearly all cases, a duplicate transaction captured less than five minutes apart indicates a payer-initiated interruption.

Should any payment status not match the portal in these duplicated situations, we also recommend manually resyncing the status by updating the payment links in the event manually as shown in the steps below. Should the record still not update after the manual resync, please reach out to help@caterease.com with the event number and transaction ID (found on the portal) for our developers to sync:

We recommend only refunding duplicated transaction or other records that do not have a record in Caterease through the portal. Any other payment should be refunded regularly through Caterease as records adjusted via the portal do no automatic update Caterease.

To refund:

1) login to your Online Portal

2) access your “Transaction History” tab on the left

3) Locate the transaction that does not have a records in Caterease by adjusting the date range to “this quarter” or a custom range, and entering in the payment amount in the search bar (or the last 4 digits of the card)

5) click on transaction, then click on the “refund” button in the upper left if the transaction is settled, otherwise click the “cancel” button

Duplicate payments can occur if there’s an interruption while the transaction is processing, such as a customer clicking the pay button more than once, going back and forward in the browser, or opening two payment windows and pressing the submit button in both. In nearly all cases, a duplicate transaction captured less than five minutes apart indicates a payer-initiated interruption.

Should any payment status not match the portal in these duplicated situations, we also recommend manually resyncing the status by updating the payment links in the event manually as shown in the steps below. Should the record still not update after the manual resync, please reach out to help@caterease.com with the event number and transaction ID (found on the portal) for our developers to sync:

Deposit failures often occur due to the absence of bank account information or blocked fee withdrawals. Login to the portal to ensure your bank account information is up to date. 

Should you still experience issues, please reach out to the Merchant Support team. 

Change the reply email address in your H-Pay setup to noreply@paymentsbyhorizon.com to ensure clients’ email servers do not block payment links sent by SendGrid. You can also update the Payment Link Invoice template to include your return email address.