Disputes and Chargebacks: Managing Transaction Issues

Disputes and Chargebacks: Managing Transaction Issues

Disputes

Disputes arise when there is a disagreement or issue with a transaction. These issues may include incorrect charges, duplicate transactions, or a merchant's inability to deliver value. The dispute process enables you, as a business owner, to address customer concerns and resolve transaction issues efficiently.

Steps to Raise a Dispute

Here’s how you can raise a dispute directly from your dashboard:

  1. Locate the Dispute Section:

    • Navigate to the Dispute tab in the left-hand menu
       2.  Click "Raise a Dispute":Select the Raise a Dispute button in the top-right corner.



3.    Fill Out the Dispute Form

  1. Search for Transaction: Select the relevant transaction using the transaction reference or customer details.
  2. Reason for Dispute: Choose the issue type (e.g., "Merchant needs to refund a customer").
  3. Upload Documents: Attach any supporting files, such as invoices or screenshots, to strengthen your claim.
  4. Notes: Provide additional context or explanation.


4.    Submit the Dispute:
  1. Click Submit Dispute to send the request. A confirmation will appear, indicating that the dispute has been raised successfully.


Managing Disputes

Once raised, disputes will be listed in the dispute table with the following details:




  • Date Created: When the dispute was initiated.
  • Transaction ID: Unique identifier for the disputed transaction.
  • Amount: Total amount of the transaction in question.
  • Customer Name: Name of the customer involved in the transaction.
  • Status: Current status of the dispute (e.g., "Unresolved").
  • Response Due: Countdown timer indicating when a response is required.
  • Chat: Use this feature to communicate with the support team or other stakeholders regarding the dispute.

Viewing and Tracking Disputes

After raising a dispute, you can track its progress:

  • Unresolved Status: Indicates that the issue is still being reviewed.
  • Resolved Status: Confirms that the dispute has been successfully addressed.

Clicking on a dispute will show a detailed view, including:

  • Dispute ID
  • Admin responses
  • Reason for the dispute
  • Notes provided at the time of submission

What are Chargebacks?

Chargebacks occur when a customer requests their bank to reverse a transaction, often due to disputes such as unauthorized charges or dissatisfaction with goods/services. Unlike disputes, chargebacks are initiated externally by the customer’s bank and may involve additional fees.


Best Practices for Handling Disputes and Chargebacks

  • Act Promptly: Respond to disputes before the response timer expires to avoid escalations.
  • Provide Evidence: Upload necessary documents to support your case, such as proof of delivery or transaction records.
  • Communicate Effectively: Use the chat feature to clarify details or resolve misunderstandings quickly.
  • Monitor Regularly: Check the Dispute tab frequently to stay updated on unresolved cases.
  • Prevent Future Issues: Implement policies that reduce transaction errors and customer dissatisfaction, such as clear refund processes and accurate service descriptions.

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