🔐 Required Role Permissions: Disputes
🔓 Optional Role Permissions: Save Searches, See Bulk Action, Data Export, Generate Reports
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 have not become a victim of an unfair chargeback.
Default Columns
Amount - shows the amount of the dispute
Status - shows the status of the dispute
Status | Description |
Warning Needs Response |
|
Warning Under Review |
|
Warning Closed |
|
Needs Response | evidence is required |
Under Review | when evidence is submitted, the dispute status changes to 'Under Review' |
Charge Refunded | the amount contested by the customer has been refunded |
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 bookings table enables you to perform a number of additional functions.
Search bar - filter the bookings table, using any parameter from the available columns, see Generate Report below
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 bookings 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
📗 TIP
The list of columns which can be added is listed at the end of this article, under Generate Report.
Export - export the bookings table in CSV, Excel or SQL format
Generate Report - create charts and reports to analyse data from the booking table
📗 TIP
To learn more about reports, read our article Working with Charts and Reports.
Dispute Detail
Select a row to view the detail of a specific dispute.
Field | Description |
Product description | description of the product or service and any relevant details on how this was presented to a customer at the time of purchase |
Customer name | shows the customer's name as entered during checkout |
Customer email address | shows the customer's email address as entered during checkout |
Customer signature | upload a file of the customer's signature |
Billing address | the customer's billing address as entered during checkout |
Service date | the date the customer visited the attraction |
Customer Purchase IP |
|
Receipt | upload the receipt the customer received when they purchased the tour |
Customer communication | upload any communication (emails, instant messaging) relevant to the dispute |
Service documentation | upload any documentation showing proof that a service was provided to the customer |
Submit Evidence
Enter any information pertinent to the dispute and upload any documentation that can support your case, see Dispute Detail.
Press the Update Dispute button to save your documents.
Press the Submit Evidence button to send all your supporting documentation to the card issuer to review the dispute.
