--- updatedAt: 2026-06-08T16:10:15.000Z --- Fetch the complete documentation index at: https://developers.pismo.io/pismo-docs/llms.txt. Use this file to discover all available pages before exploring further. Append .md to any documentation page URL to get its markdown version. # Disputes Create, view, and manage cardholder transaction disputes. > ๐Ÿ“˜ Mastercard only > > Control Center currently only supports Mastercard transaction dispute management. To manage disputes for other card networks, [use the API](https://developers.pismo.io/pismo-docs/reference/post-v1-networkauthorization-disputes). > ๐Ÿ“˜ 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](https://developers.pismo.io/pismo-docs/docs/disputes-overview). From Control Center, you can do the following: * [View disputes](#view-disputes) * [Dispute a transaction](#dispute-a-transaction) * [Manage disputes](#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.
Column Description
**ID** The ID of the dispute
**OPENED ON** The date when the dispute was opened
**AUTHORIZATION** The authorization ID of the disputed transaction
**REASON** The reason for the dispute
**STATUS** The status of the dispute For more information, refer to [Disputes state machine](https://developers.pismo.io/pismo-docs/docs/disputes-state-machine).
**ACTION** The action status indicating if your input is required to move the dispute forward
**AMOUNT** The disputed transaction amount
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](https://www.mastercard.us/content/dam/public/mastercardcom/na/global-site/documents/chargeback-guide.pdf). 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](#open-a-dispute). > ๐Ÿ“˜ 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](https://developers.pismo.io/pismo-docs/docs/disputes-overview#automated-dispute-installment-control). # Manage disputes From Control Center, you can do the following: * [Open a dispute](#open-a-dispute) * [Cancel a dispute](#cancel-a-dispute) * [Reopen a dispute](#reopen-a-dispute) * [Provide supporting evidence](#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](#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.
Card network response Resulting dispute status What you can do
Card network approves your request **Chargeback created** Wait for the card network to process the request
Card network accepts the chargeback **Chargeback accepted** No further action required
Card network rejects the chargeback **Chargeback rejected** Review the request, update your supporting evidence, and resend the request
Card network requests additional supporting evidence **Chargeback pending documentation** You can do one of the following: * To close the dispute, select the more options icon, and select **Close dispute**.\ The dispute is closed and the status changes to **Chargeback closed**. * To resend the dispute request after providing additional supporting evidence, select the more options icon, and select **Resend dispute**.\ The dispute is resent to the card network and the status changes to **Chargeback created**.
Card network schedules the transaction to be voided in 20 days **Chargeback reject collaboration** No further action required
Card network rejects the request immediately **Failed** You can do one of the following: * To accept an issuer loss, select the more options icon, and select **Accept issuer loss**.\ The dispute is closed and the status changes to **Issuer loss**. * To resend the dispute request, select the more options icon, and select **Resend dispute**.\ The request is resent to the card network and the dispute status changes to **Opened**.
## 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-a-fraud-report) * [Create an EBDF](#create-an-ebdf) * [Upload an attachment](#upload-an-attachment) > ๐Ÿ“˜ 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. > ๐Ÿ“˜ Fraud report availability > > You can create a fraud report only when the dispute is in one of the following states: > > * CHARGEBACK\_CREATED > * CHARGEBACK\_PENDING\_DOCUMENTATION > * SECOND\_PRESENTMENT > ๐Ÿ“˜ 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. > ๐Ÿ“˜ 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**โ€”Fraud-related disputes, for example, stolen identity or a lost card * **Cardholder dispute**โ€”Cardholder-initiated disputes * **Point of interaction errors**โ€”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. > ๐Ÿ“˜ 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.