Information about disputes in the Merchant Portal can be found under Disputes menu bar. The dispute process goes as follows:

  1. The cardholder disputes a payment with the issuer
  2. Information about disputed payment is processed through card schemes to the acquirer bank
  3. Acquirer bank forwards the data to the merchant to request information about disputed payment in order to be able to remedy the charge-back. In the Merchant Portal, there will be an open dispute with the status “Information Requested
  4. Depending on the type of product or service, the merchant will provide additional information about the purchase. Any evidence that would help to describe the circumstances for the payment should be provided- order information, customer info, delivery info (shipping date, tracking logs etc). In the portal, the dispute is still Open with the status “Information provided”

Depending on the dispute reason and on the information provided, the acquirer will either accept the chargeback or reverse it. In the Merchant Portal, the dispute will be closed with the status “Reversed” or “Charge Back”. Also for the latter case, the payment status will change to “Charged back”.

in Managing Payments
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