🔐 Required Role Permissions: Disputes
🔓 Optional Role Permissions: Save Searches, See Bulk Action, Data Export, Generate Reports
❗️ IMPORTANT ❗️
Automated dispute submissions through Ventrata are supported only for Adyen. For other payment providers, disputes and supporting evidence must be submitted directly through the provider's dashboard.
A credit card dispute occurs when a cardholder challenges a charge on their credit card statement.
📒 NOTE
Carefully review the disputed order and the appeal process to make sure you have not become a victim of an unfair chargeback.
Default Columns
Default Columns
Amount - shows the amount of the dispute
Status - shows the status of the dispute
Status | Description |
Submitted | shown immediately after a defense is submitted for an Adyen dispute, before Adyen returns an outcome |
Pending | Adyen is reviewing the submitted defense |
Won | the customer's card dispute was rejected in favour of your operation. |
Lost | the dispute was resolved in favour of the customer. |
Transaction - shows the order number of the disputed transaction
Reason - shows the reason provided to the bank when the dispute was raised
Customer - shows the customer's name
Dispute Day - the day the dispute was created
📗 TIP
Columns can be easily filtered by pressing the arrow next to the column title.
Actions
The action bar between the navigation bar and the disputes table enables you to perform a number of additional functions.
Actions
Search bar - filter the disputes table, using any parameter from the available columns, see Generate Report below
📗 TIP
Dispute search has been expanded to also match on the associated transaction reference, order details, and the card's last four digits.
Keep Filter - when using search, tick the checkbox to make the column filters available
Saved Searches - press Saved Searches> Save Current Search to save your current search parameters and filtered columns, or Saved Searches > Manage Searches to edit or delete existing searches
📗 TIP
To learn more about saved searches, read our article Working with Saved Searches.
Reset All Filters - appears when a filter was used; press to reset filters to their default states
Bulk Actions - select one or multiple disputes and press to apply an action on your selection; options include
Bulk Action | Description |
Delete All | delete all selected disputes |
Show Columns - press to add new columns, or remove existing ones from your current view
Export - export the disputes table in CSV, Excel or SQL format
Generate Report - create charts and reports to analyse data from the disputes table
📗 TIP
To learn more about reports, read our article Working with Charts and Reports.
Adyen
This section covers disputes submitted through Adyen.
This section covers disputes submitted through Adyen.
❗️ IMPORTANT ❗️
For other payment service providers, submit disputes and supporting evidence through the provider's dashboard.
For actionable Adyen disputes, you can respond directly from the dispute's detail view.
Accept or Defend a Dispute
📒 NOTE
Not every dispute needs a response. Some disputes are automatically defended by Adyen, and no further action is required from you. See Adyen's documentation for more information.
Accept Dispute - press when the chargeback is valid, for example, when the you agrees with the customer's claim or the transaction is known fraud
Defend Dispute - press to defend the chargeback. Before defending the dispute,
Select the defense reason.
Upload supporting evidence as PDF or image files.
Press the Update Dispute button.
At this stage, nothing is sent and you can keep updating the details as needed.
When you are ready, press the Defend Dispute button to send the supporting evidence to Adyen as part of the defense submission.
📒 NOTE
After you submit a defense, the dispute status updates immediately to Submitted. It then progresses automatically through Adyen's own statuses — Pending, and finally Won or Lost — as the case is resolved.
📗 TIP
To learn more about Adyen's dispute process, see Adyen's documentation on: