Disputes arise when a cardholder contests a charge on their credit card statement with the issuing bank. This may happen for various reasons, such as not receiving the purchased goods or services, receiving damaged or defective items, or being charged in excess of the agreed price.

To manage your disputes, follow these steps:

Step 1: Log in to the Admin Panel

• Begin by logging in to your Admin Panel using your credentials. 

Step 2: Navigate to the Store Section and Click on Disputes

• Once you're in the Admin Panel, locate the "Store" section. Within this section, you should find an option for "Disputes". Click on it to proceed to the disputes management page.

Step 3: Review Disputes

Clicking the Sync Disputes will update the management panel to include any new disputes

Disputes are cataloged in the management panel, where full details are available for review.

Here is an outline of the key columns:

ID: The Transaction ID

Amount: The disputed amount

Status: The current status of the dispute

Reason: The reason for the dispute, e.g., fraudulent, goods not received

Customer Name: The first and last name of the customer on the order

Order ID: The ID of the order in dispute

Disputed On: The date when the dispute was filed

Evidence Submission Deadline: The final date to submit evidence before the dispute is settled in the customer's favor

Resolving Disputes

You have the option to accept the dispute or provide evidence to contest it.

Accept a Dispute

If you want to accept a dispute

Step 1: Click 'Accept Dispute'

• Identify the dispute you wish to accept and click on the 'Accept Dispute' button

Step 2: Accept the warning dialog box

• A warning dialog box asks if you want to accept the dispute, Click OK

Accepting a dispute results in an automatic loss of the dispute, and the disputed amount is then returned to the customer.

Once the dispute is accepted, the Status column will be updated to 'Lost'.

Contest a Dispute

Step 1: Click 'Evidence Submit'

• Identify the dispute you wish to contest and click on the 'Evidence Submit' button

Step 2: Complete the Evidence Submit Form

• Complete 'Why should you win this dispute?'
• Provide a full detailed description of the product or service provided. 

 Example: 

The customer rented a golf cart from us for the period of January 3, 2024, through January 10, 2024. They completed our waiver and provided their driver's license for verification. I possess emails from the customer expressing their enjoyment of the golf cart during their vacation and their gratitude for our service. All relevant documents have been attached as evidence.

• Complete 'What type of product or service is this?'
  
• Click 'Next'

Step 3: Complete the Collect Evidence Form

- Customer Communication (emails, text messages, pictures)

- Customer Signature (waivers, agreements)

- Shipping Documentation

- Receipts (order confirmations)

- Other Evidence (impoundment receipts, photos of the customer with the item, etc.)

• Click "Choose File" to upload your document, then select the corresponding evidence category it pertains to.

• Provide any additional information you wish to include
• Customer details will already be inputted from the original order being disputed
• Input the product or service details

After completion, check the box indicating 'I understand I can only submit this evidence to the cardholder's card issuer once,' then click on 'Submit Evidence.'

By checking this box, you acknowledge that you are allowed only one submission. You will not be able to add missing or additional evidence at a later date once submitted. You must ensure that all your evidence is included before checking this box.