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.