Create, view, and manage cardholder transaction disputes.

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Mastercard only

Control Center currently only supports Mastercard transaction dispute management. To manage disputes for other card networks, use the API.

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Access by role

• Users with the Backoffice operator role can create, view, and manage disputes.
• Users with the Backoffice viewer role can view disputes only.

For more information, refer to Disputes overview.

From Control Center, you can do the following:

• View disputes
• Dispute a transaction
• Manage disputes

View disputes

To view the list of disputes, do the following:

• From the main menu, select Customer operations > Disputes.
  The Disputes screen is displayed.

Refer to the following table for a description of the columns.

To view a specific dispute, do the following:

1. From the main menu, select Customer operations > Disputes.
2. On the Disputes screen, select a dispute.
   The Dispute details screen is displayed.
   This screen contains key information about the dispute. Additional sections are included based on the supporting evidence provided for the dispute, for example, Fraud report, Expedited Billing Dispute Forms (EBDF), or Attachments.
   For disputed transactions with multiple installments, you can find information about each individual installment in its tab.

The Disputes screen provides filtering options for refining your search. You can do the following:

• To list all disputes created for a specific account, in Search by account ID, enter the account ID.
• To filter by start date, end date, or status, select the filter icon, configure your filters, and select Apply filter.

Dispute a transaction

In Control Center, you can create dispute requests for disputes raised by your cardholders to send to the card network.

To dispute a transaction, do the following:

1. From the main menu, select Customer operations > Accounts.
   The Accounts management screen is displayed.
2. On the Accounts management screen, search for the cardholder's account.
3. On the cardholder's account screen, select Transactions, and select the transaction you want to dispute.
4. Select Dispute transaction.
   The Dispute a transaction dialog is displayed.
5. In Dispute amount, enter the dispute amount.
6. From Reason for the dispute, select a reason for the dispute.
   For more information, refer to this quick reference for chargeback codes or consult the Mastercard chargeback guide.
7. In Leave a comment, enter any supplementary information about the dispute.
8. Select Submit dispute.
9. Select Submit.
   The dispute is created and its status is set to Pending.
   Note: When you create a dispute, it's not automatically sent to the card network. You must send it yourself. For more information, refer to Open a dispute.

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Multiple installment disputes

If you enabled automated dispute installment control for your program, for transactions with multiple installments, you only need to dispute the first installment. The dispute automatically applies to all subsequent installments.

For more information, refer to Automated dispute installment control.

Manage disputes

From Control Center, you can do the following:

• Open a dispute
• Cancel a dispute
• Reopen a dispute
• Provide supporting evidence

Open a dispute

To open a dispute, you must send a request to the card network. Depending on the card network's decision, your request can be either approved or rejected.

To open a dispute, do the following:

1. From the main menu, select Customer operations > Disputes.
2. Select a pending dispute.
3. On the Dispute details screen, if applicable, add supporting evidence.
   For more information, refer to Provide supporting evidence.
4. Select the more options icon and select Open dispute.
   The Send request to open dispute dialog is displayed.
5. Select Send request.
   The request is sent to the card network and the dispute status changes to Opened.

Refer to the following table for a description of the possible dispute lifecycle scenarios.

Cancel a dispute

To cancel a dispute, do the following:

1. From the main menu, select Customer operations > Disputes.
2. Select a pending dispute.
3. On the Dispute details screen, select the more options icon, and select Cancel dispute.
   The request is canceled, and the dispute status changes to Canceled.

Reopen a dispute

To reopen a canceled dispute, do the following:

1. From the main menu, select Customer operations > Disputes.
2. Select a canceled dispute.
3. On the Dispute details screen, select the more options icon, and select Reopen dispute.
   The Send request to reopen dispute dialog is displayed.
4. Select Send request.
   The request is sent to the card network, and the dispute status changes to Pending.

Provide supporting evidence

To support a dispute request, you can do one of the following:

• Create a fraud report
• Create an EBDF
• Upload an attachment

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Supporting evidence for Mastercard disputes

Mastercard does not allow more than one type of supporting evidence per dispute request. When sending a request, make sure you include only one evidence document type.

Create a fraud report

For disputes that are a result of fraud, for example, stolen identity or a lost card, you can create a fraud report to include with the dispute request.

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Updating a fraud report

You can't update an existing fraud report directly. Instead, you must create a new report, which replaces the existing one.

To create a fraud report, do the following:

1. From the main menu, select Customer operations > Disputes.
2. Select the required dispute.
3. On the Dispute details screen, select Create fraud report.
   The Create fraud report screen is displayed.
4. From Account status, select the status of the cardholder's account.
5. From Chargeback indicator, select whether the fraudulent transaction is associated with a chargeback.
6. From CVC invalid indicator, select the outcome of CVC verification.
7. From Device type, select the device used to make the fraudulent transaction.
8. From Fraud type, select the primary category of fraud associated with the transaction.
9. From Fraud subtype, select a specific fraud classification.
   If you are unsure, select Unknown.
10. From Report date, select the date when the cardholder identified and reported the fraud.
11. Select Create fraud report.
    The fraud report is created and added to the dispute.

Create an EBDF

An EBDF is a Mastercard-specific dispute document for submitting required dispute information in a standardized format.

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Updating an EBDF

You can't update an existing EBDF directly. Instead, you must create a new EBDF, which replaces the existing one.

You can create the following types of EBDF:

• Fraud—Fraud-related disputes, for example, stolen identity or a lost card
• Cardholder dispute—Cardholder-initiated disputes
• Point of interaction errors—Errors occurring during point of interaction, for example, the seller charging the wrong amount, charging twice for the same purchase, or failing to confirm a refund

Create a fraud EBDF

To create a fraud EBDF, do the following:

1. From the main menu, select Customer operations > Disputes.
2. Select the required dispute.
3. On the Dispute details screen, select Create EBDF.
   The Select EBDF type screen is displayed.
4. On the Select EBDF type screen, select Fraud, and select Next.
5. In Card holder verification method, order the verification methods used by the merchant during the transaction.
6. In Number of items, enter the number of transactions disputed.
7. From Types, select the fraud-related actions and conditions associated with the transaction, cardholder account, or both.
8. In Chargeback representative, enter the name of the party responsible for managing the chargeback.
9. From Card issuer region, select the geographic region where the card issuer is based.
10. In Additional information, enter any supplementary details related to the fraudulent transaction dispute.
11. Select Next.
12. Review the EBDF details.
    If you want to make changes, select Back until you reach the required page.
13. Select Create.
    The EBDF is created and added to the dispute.

Create a cardholder dispute EBDF

To create a cardholder dispute EBDF, do the following:

1. From the main menu, select Customer operations > Disputes.
2. Select the required dispute.
3. On the Dispute details screen, select Create EBDF.
   The Select EBDF type screen is displayed.
4. On the Select EBDF type screen, select Cardholder dispute, and select Next.
5. In Transaction amount, enter the dispute amount.
6. From Type, select the cardholder dispute type.
7. From Actual delivery date of goods or service, select the date when the goods or service was delivered to the cardholder.
   Note: This field is only available if you selected the PRODUCT_DISPUTE dispute type.
8. From Expected delivery date of goods or service, select the date when the goods or service was expected to be delivered.
   Note: This field is only available if you selected the NOT_PROVIDED dispute type.
9. From Return date, select the date when the cardholder returned or canceled the goods or service.
   Note: This field is only available if you selected the DIGITAL_GOODS dispute type.
10. From Cancellation date, select the date when the cardholder canceled a recurring transaction.
    Note: This field is only available if you selected the RECURRING_CANCELLED dispute type.
11. From Cardholder participation?, select whether the cardholder participated in the disputed transaction.
12. In Dispute details, enter any additional information related to the dispute.
13. In Chargeback representative, enter the name of the party responsible for managing the chargeback.
14. Select Next.
15. Review the EBDF details.
    If you want to make changes, select Back until you reach the required page.
16. Select Create.
    The EBDF is created and added to the dispute.

Create a point of interaction errors EBDF

To create a point of interaction errors EBDF, do the following:

1. From the main menu, select Customer operations > Disputes.
2. Select the required dispute.
3. On the Dispute details screen, select Create EBDF.
   The Select EBDF type screen is displayed.
4. On the Select EBDF type screen, select Point of interaction errors, and select Next.
5. In Transaction amount, enter the dispute amount.
6. From Type, select the point of interaction errors dispute type.
7. In Alternate means of payment details, enter additional details about the alternative payment method used by the cardholder.
   Note: This field is only available if you selected the DUPLICATE_DEBIT dispute type. The details help the card network clarify how the transaction was paid and confirm that only one valid payment should remain.
8. In Dispute details, enter any additional information related to the dispute.
9. In Chargeback representative, enter the name of the party responsible for managing the chargeback.
10. Select Next.
11. Review the EBDF details.
    If you want to make changes, select Back until you reach the required page.
12. Select Create.
    The EBDF is created and added to the dispute.

Upload an attachment

You can upload attachments to include as supporting evidence when sending a dispute request to the card network.

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File constraints

To upload an attachment, make sure your file meets the following requirements:

• The filename:
  • Can have a maximum of nine characters
  • Must include at least one number and one letter
  • Cannot contain any special characters
• The file size must not exceed 14Mb
• Only the following file types are supported:
  • JPG
  • JPEG
  • TIF
  • TIFF
  • PDF

To upload an attachment, do the following:

1. From the main menu, select Customer operations > Disputes.
2. Select the required dispute.
3. On the Dispute details screen, select the more options icon, and select Upload attachment.
   The Upload attachment dialog is displayed.
4. Select the upload area and select the files you want to attach.
   Note: To remove a file, select the trash icon.
5. Select Upload.
   The files are uploaded and attached to the dispute.
   Note: To download an attachment, select the download icon.