A dispute is when a cardholder requests to cancel or refund a transaction. This can happen for various reasons, such as unauthorized transactions, goods or services not received, defective merchandise, or billing errors. Types of disputes include merchant error, identity fraud, and chargeback fraud. Through Control Center, you can view disputes, change the status of an existing dispute, or create a new dispute.

For more information about disputes, refer to Disputes overview.

To initiate a dispute, the cardholder typically contacts their bank or card issuer to investigate the transaction. The issuer then reviews the claim, and if valid, may issue a temporary credit to the cardholder's account while the dispute is being resolved.

View disputes or update dispute status

To view disputes or update dispute status in Control Center:

1. From the main menu, select Customer operations > Disputes.

2. On the View and manage disputes screen, use the Search field and Filter icon as needed to locate the specific dispute you want. You can filter the list by start or end date or by status.

3. Select the account containing the transaction that you want to view or update.

4. On the Dispute information screen, select the Status menu to change the dispute status.

5. (Optional) To attach a file (such as a receipt or other related document), select Upload attachment.

Add a dispute (request refund)

To issue a refund:

1. From the main menu, select Customer operations > Disputes.
2. On the View and manage disputes screen, use the Search field and Filter icon as needed to locate the specific dispute you want. You can filter the list by start or end date or by status.
3. Open the account containing the transaction that you want to dispute.
4. Open the Transactions tab.
5. On the transaction screen, select Issue refund.