IN THIS ARTICLE:
Learn more about the Transaction Disputes View and how it can be used to review the status of transaction disputes/chargebacks, accept them, or respond/represent your case with appropriate evidence.

• What is the Transaction Disputes View?
• How do I access the Transaction Disputes View?
• What information is available?
• Which additional information is available from the Edit/Details view?

Currently, this view is only available for international customers using the Stripe Payment Gateway.

What is the Transaction Disputes View?

The Transaction Disputes View allows you to view a list of any transaction disputes/chargebacks that were disputed within a specified date range. (NOTE: the date range defaults to one month, based on the current date.)

NOTE: the specified date range references the date when the transaction was disputed, not the original transaction date.

How do I access the Transaction Disputes View?

You can access the Transaction Disputes view by navigating to TRANSACTIONS>TRANSACTION DISPUTES.

What information is available?

For each disputed transaction, iClassPro provides the following information:

• Edit - represented by a pencil, this will allow you to view details of the disputed transaction and upload any evidence/files necessary to respond or represent your case.
• Close Dispute - only visible on new disputes. This allows you to accept/close the dispute without responding.
• Amount - the amount of the original transaction.
• Status - the current status of the dispute. Possible status entries could be:
  
  • Open - the transaction has been disputed but you have not yet responded.
  • Reviewing - you have responded to the dispute with evidence and it is pending judgment.
  • Won - the dispute was resolved in your favor.
  • Lost - the dispute was resolved in favor of the customer.
• Reason - the reason given by the customer for disputing the transaction.
• Customer Name - the name of the customer/family associated with the transaction.
• Customer Email - the email of the customer/family associated with the transaction.
• Disputed On - the date on which the transaction was disputed by the customer (i.e., the date the chargeback was received).
• Respond By - the date by which you must respond to the dispute, either by closing/accepting the transaction dispute or filing a response/representing your case with appropriate evidence.
• Evidence - the status of any evidence that may have been submitted. Possible status entries for Evidence could be:
  
  • Uploaded - evidence has been uploaded, but the dispute has not yet been submitted.
  • Submitted - evidence has been uploaded and the dispute has been submitted.
  • None - no evidence has been uploaded or submitted.

Which additional information is available from the Edit/Details view?

Choosing to view the details by clicking on the pencil icon will open a new screen showing more detailed information about the disputed transaction and allow you to upload any evidence/files necessary to respond or represent your case.

• Status - the current status of the dispute. Possible status entries could be:
  • Open - the transaction has been disputed but you have not yet responded.
  • Reviewing - you have responded to the dispute with evidence and it is pending judgment.
  • Won - the dispute was resolved in your favor.
  • Lost - the dispute was resolved in favor of the customer.
• Dispute/Chargeback ID - the unique identifier associated with the dispute.
• Created On - the date/time at which the transaction was disputed by the customer (i.e., the date/time the chargeback was received).
• Amount - the amount of the original transaction.
• Your Evidence
  
  • Respond By - the date/time by which you must respond to the dispute, either by closing/accepting the transaction dispute or filing a response/representing your case with appropriate evidence.
  • Add File - allows you to upload a file as evidence to support your claim that the transaction was valid, such as:
    
    • Cancellation Policy
    • Customer Communication
    • Customer Signature
    • Duplicate Charge Documentation
    • Receipt
    • Refund Policy
    • Service Documentation
    • Shipping Documentation
    • Other File
  • Add written evidence - allows you to submit text-based/written evidence to support your claim that the transaction was valid, such as:
    
    • Access or Activity Log
    • Billing Address
    • Cancellation Policy Disclosure
    • Cancellation Rebuttal
    • Customer Email Address
    • Customer Name
    • Customer Purchase IP
    • Duplicate Charge Explanation
    • Duplicate Charge ID
    • Product Description
    • Refund Policy Disclosure
    • Refund Refusal Explanation
    • Service Date
    • Shipping Address
    • Shipping Carrier
    • Shipping Date
    • Shipping Tracking Number(s)
    • Other Text
  • Current evidence - any evidence that has already been uploaded.
    
    • NOTE: Customer name and email address will automatically be entered for any new disputes.
    • For written evidence, you have the option to edit the entry.
    • For files, you have the option to delete the file.
• Their Dispute - displays information that was submitted by the customer when disputing the transaction.
  
  • Reason - the reason given by the customer for disputing the transaction.
• Their Info - displays information about the customer who is disputing the transaction and the payment method used for the transaction.
  
  • Customer
    
    • Name
    • Email
  • Payment
    
    • Created At - the date/time at which the original transaction was submitted.
    • Card Type - the type/brand of card used for the original transaction.
    • Last Four - the last four digits of the card used for the original transaction.
    • Amount - the amount of the original transaction.
    • View Receipt - displays the original transaction receipt.
      
      • Currently, this displays the receipt from Stripe.