IN BRIEF
Learn how to access the PAYMENTS>“Disputes” view and the information it provides.

The PAYMENTS view is only available for customers who have been migrated to iClassPro's new payments platform.

• Overview
• Main “Disputes” view
  • Filters
  • Totals
  • Dispute Entries
• Viewing the “Transaction Dispute” details
• Understanding the Chargeback Timeline
• Submitting evidence
  • Best practices for submitting evidence
  • Example Rebuttal
  • General guidelines for supporting documents

Overview

The “Disputes” view allows you to view information about chargebacks/disputed charges and returned eCheck payments. By clicking on the “pencil”/edit icon next to a specific entry, you can view information about the specific transaction being disputed, accept the chargeback, or submit evidence to challenge the chargeback and support your case that the charge was valid.

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Main “Disputes” view

The main “Disputes” view displays information about payments that were disputed within a defined date range, including any returned eCheck payments and/or chargebacks for transactions disputed by your customers.

Filters

Filter options include:

• Date - allows you to filter results to returns/chargebacks that were processed during a specified date range.
  • Defaults to the past 90 days.
• Status - allows you to filter results based on the status of the payment dispute.
  • Won
  • Lost
    • NOTE: All returned eCheck transactions are considered “Lost.”
  • Reviewing
  • Open
• Payment Method - allows you to filter results based on the original payment method used for the transaction.
  • Card issuer - each card issuer is listed separately.
• Chargeback/eCheck Return - allows you to filter results based on whether the dispute is the result of a chargeback or a returned eCheck.
  • eCheck Returns
  • Chargebacks
• Reset All filters button

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Totals

At the top of the screen, totals will be displayed for the filtered results:

• Total Disputes
• Total Disputed Amount

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Dispute Entries

A table below this will list each dispute within the defined date range (taking into account any status filters). For each entry, the following information will be displayed:

• Ref ID
• Dispute ID
• Amount
• Status
• Reason
• Family Name
• Email
• “Disputed On” date
• “Respond By” date
• Evidence indicator

The Pagination view (in the upper right-hand corner, above the dispute entries table) can be adjusted to display more results if desired.

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Viewing the “Transaction Dispute” details

Clicking on the “pencil”/edit icon to the left of a dispute entry will display the details for that specific dispute.

NOTE: This option is not displayed for eCheck entries or any “Past Due” chargebacks.

Details shown in this view include:

• Status indicator
• Dispute ID
• Payment ID
• “Created At” date
• Disputed Amount
• Evidence management
  • “Respond By” date
  • Upload Files
    • Choose defense reason
    • Add file
• Customer Dispute
  • Reason for chargeback
• Customer Info
  • Original payment details
• Chargeback Timeline
  • NOTE: the timeline is in reverse chronological order, with the most recent event at the top.

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Understanding the Chargeback Timeline

• Chargeback (Dispute Opened)
  • A customer has disputed a transaction. The disputed amount has been temporarily withdrawn from your account while the case is reviewed. If no response is submitted or the dispute is accepted, this will become the final outcome.
• Information Supplied (Response Submitted)
  • Your supporting documents have been successfully submitted and sent to the card issuer for review. At this stage, no further changes or additions can be made to your response.
• Chargeback Reversed (Under Review)
  • The disputed amount has been temporarily returned to your account while the card issuer reviews your submitted evidence. If the issuer accepts your response or does not take further action within the allowed timeframe, this will be the final outcome.
• Pre-Arbitration (If Applicable)
  • The card issuer did not accept the initial response and has escalated the case for further review. The processor will now evaluate the next steps in the dispute process.
• 2nd Chargeback (Final Outcome)
  • The dispute has progressed to a final stage. The disputed amount has been withdrawn again, and no additional documentation can be submitted. This decision is final and the case is now closed.

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Submitting evidence

Staff with appropriate permissions to access the area can challenge a chargeback by uploading supporting files to the “Your Evidence” section of the Transaction Dispute details.

NOTE: A chargeback fee is charged for every booked chargeback. Therefore, we strongly advise you to only defend a chargeback when you have sufficient compelling evidence.

Defense Reasons include:

• Merchandise Received
• Services Provided

Depending on which Defense Reason is selected, you will be required to upload one or more files to support your challenge:

• Merchandise Received
  • Proof of Goods or Services Provided - Proof showing that the goods or services were provided to the cardholder.
  • Date Merchandise Shipped - Date when the merchandise was shipped.
    • NOTE: For Point of Sale items that were given directly to the customer, this would generally be the date of purchase unless they were purchased online and picked up later.
• Services Provided
  • Proof of Goods or Services Provided - Proof showing that the goods or services were provided to the cardholder.

Once evidence files have been uploaded, they will be shown in the “Current Evidence” section and additional action buttons will be displayed at the bottom of the screen:

• Back - exits the screen without saving any changes or submitting uploaded files.
• Accept Dispute - submits the uploaded evidence files and initiates the challenge/defense process.
• Close Dispute - accepts the chargeback and closes out the dispute process without challenging it.

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Best practices for submitting evidence

You will generally defend a dispute when:

• You have enough compelling evidence based on the chargeback reason code.
• The transaction amount is high.

For the evidence to qualify, you must upload it prior to the “Respond By” date, and it should meet the requirements of the reason code. For “Merchandise/services Not Received” chargebacks, sufficient supporting evidence for challenging the chargeback could include:

• For Merchandise:
  • Description of the goods.
  • DHL-signed proof of delivery and an AVS match.
  • Communication where the cardholder confirms possession of the goods.
  • Explanation why shipment was delayed (if applicable).
  • Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.
• For Digital Goods:
  • Confirmation email.
  • Description of the digital goods and the date and time they were purchased and downloaded.
  • Record of previous non-disputed payments.
  • Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.
• For Services Provided:
  • Confirmation email.
  • Proof that the cardholder received the service at the agreed date and time.
  • Communication with the cardholder after the payment.
  • Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

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Example Rebuttal

[COMPANY NAME] is a [TYPE OF BUSINESS] (e.g., gymnastics facility, swim school, etc.).

This transaction was initiated through our website, where the customer must enable a checkbox to agree with our terms and conditions before they can move forward with the purchase, and where the cardholder’s order summary is fully disclosed before the initiation of the payment. The authentic cardholder has received their services, as described, and is not due credit.

We request the reversal of the chargeback based on the following evidence:

• As per issuer regulations, the cardholder must attempt to resolve the issue with the merchant prior to opening the dispute. The cardholder failed to do so, hence invalidating the dispute.

We are submitting compelling evidence which remedy this dispute and invalidate the cardholder’s claims. The evidence provided is information collected from our internal system. Please see attached documents.

Evidence attached (edit as needed to list documents being provided):

• Description of the goods
• Any record of contact with the cardholder
• Proof that the cardholder did not adhere to terms and conditions/refund and cancellation policy.
• Screenshot of checkout page that the shopper agreed to the terms and conditions at the time of payment.
• Copy of invoice / confirmation email
• Terms and conditions + refund / cancellation policy
• Company information

General guidelines for supporting documents

• Submit accurate and relevant high-resolution documents to support your case.
• Upload only one file per required document.
  • Only JPG, TIFF, and PDF files are accepted (2MB maximum size for PDF; 10MB maximum size for JPG/TIFF files).
  • If you have multiple documents to submit, please combine them into a single PDF file.

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