What is the Transaction Disputes View?

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.

Currently, this view is only available for specific customers using the Stripe Payment Gateway in Canada, UK, Singapore, and Hong Kong.

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.

Need more assistance?

Customer support is available at 1-877-554-6776 Mon - Fri, 9 am to 9 pm (CT) and Sat, 9 am to 6 pm (CT).