Manage and respond to disputes

See every chargeback on your account, check what each one needs and when it's due, then submit evidence or accept liability.

Payments › DisputesPartner and merchant users11 stepsVideo walkthrough

Walkthrough video Manage and respond to disputes walkthrough video thumbnail

Before you start. Log in to the portal and use the Accessing switcher to select the partner or merchant account the dispute belongs to. New to this? See Log in and reset your password and Switch between accounts.

01Find disputes that need a response

The Disputes page lists every chargeback raised by a cardholder on this account, with the deadline to respond.

Open Disputes

In the sidebar, open the Payments menu and select Disputes.

The left navigation sidebar with the Payments menu open and Disputes selected — Disputes, under Payments in the sidebar.

Filter to what needs action

Use the status filters at the top of the list to focus on cases that need you:

Needs Response shows disputes waiting on your evidence or decision.
Pending Processor shows disputes waiting on the processor.

Check the Respond By column. Evidence must be submitted before this date.

The Disputes list filtered to Need Response and Pending Processor, with the Respond By column showing Overdue flags — The Disputes list with two filters applied. Businesses shown are test data.

02Review a dispute

Each dispute has its own page showing where the case is and everything attached to it.

Open the dispute

Select Dispute Details on the dispute you want to work on.

Check the key details

At the top of the page you'll see the Case ID, Amount Disputed, the Reason for the chargeback, and the Respond By deadline. The timeline shows which stage the case is at, for example Representment or Evidence Submitted.

Dispute Details with the Amount Disputed, Date Disputed, Card, and Respond By cards, the Dispute Progress timeline, and the Submit evidence box — Dispute Details. Customer and case data shown are test data.

Dig into the case

Use the tabs to move between Dispute Responses, Documents, Notes, and the Related Transaction for the full picture before you decide.

Dispute Details with the Dispute Responses tab selected, listing each response with its date and amount — The Dispute Responses tab.

03Submit evidence

If the charge was valid, challenge the dispute by sending supporting documents before the Respond By date.

Select the dispute

From the Disputes list, open the dispute you want to respond to.

Start your response

Select Upload Evidence.

The Submit evidence box with the Accept Liability and Upload Evidence buttons — The Submit evidence box, under Dispute Progress.

Add your documents

Attach everything that supports the charge, such as receipts, invoices, delivery confirmation, or email correspondence with the cardholder.

The Upload Evidence dialog with Contact Email, Amount, Notes, and Evidence file fields — The Upload Evidence dialog.

Submit

Review what you've added, then select Submit Evidence. The dispute moves to Evidence Submitted.

04Accept liability

If the dispute is valid, or you don't have evidence to challenge it, you can accept it and close the case.

This can't be undone. Accepting liability closes the dispute in the cardholder's favor. Be certain before you confirm.

Select Accept Liability

On the dispute's details page, select Accept Liability.

The Submit evidence box with the Accept Liability button on the left — Accept Liability, in the Submit evidence box.

Confirm

Confirm your choice in the dialog. The dispute closes and its status updates on the Disputes list.

Key terms

Chargeback: A payment reversal a cardholder requests through their bank.
Respond By: The deadline to submit evidence. Miss it and the dispute can't be challenged.
Representment: The stage where your evidence is sent to the cardholder's bank to challenge the chargeback.
Accept Liability: Agreeing the dispute is valid. Closes the case and can't be reversed.

PaymentsView payment historyOpen guide PaymentsRefund a transactionIn production DisputesAccept liability on a disputeOpen guide

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