Inbox and Case History Tab Views

The Inbox and Case History views of the Dispute Inbox provide a listing of assigned chargeback cases (Inbox), or the last 120 days of cases that you worked on and were removed from your Inbox (Case History). The Case History tab includes a date range selector to narrow your results by Case Open date.

See the table below for descriptions of fields in both tab views.

Dispute Inbox - Inbox Tab View

Dispute Inbox - Case History Tab View

Dispute Inbox and Case History Field Definitions

Field

Description

Case ID

The unique ID number automatically assigned to each chargeback or retrieval request. If selected, iQ displays the case detail screen below the Inbox or Case History table.

Merchant

The name of the merchant (or division) associated with the chargeback.

Assigned To

The Chargeback analyst from your organization assigned to this chargeback case (can also be ‘unassigned’).

Account Suffix

The last four digits of the account number associated with this chargeback.

MoP

The method of payment (MoP) the customer used for the transaction (Mastercard, Visa, PayPal, etc.).

Amount

The amount of the chargeback, along with the flag icon identifying the currency.

Reason Code

The code used to provide additional information to the receiving clearing member regarding the nature of a chargeback, subsequent presentment, fee collection, funds disbursement, or request for a source document.

Queue

The current state or status of the chargeback:

  • Merchant (default)

  • Vantiv

  • Vantiv Outgoing

  • Vantiv Assumed

  • Vantiv Error

  • Merchant (default)

  • Merchant Automated

  • Merchant Assumed

  • PayPal Hold - Represent

  • PayPal Hold - Assume

  • Network Assumed

  • Merchant Arbitrate

  • Pre-Arbitrate

  • Arbitrate

  • Decision Pending

  • Decision Final

Cycle

The phase in the chargeback life cycle:

  • Arbitration

  • Chargeback Reversal

  • First Chargeback

  • Issuer Arbitration

  • Pre-Arbitration

  • Representment

  • Retrieval Request

  • Issuer Declined Pre-Arbitration

  • Issuer Accepted Pre-Arbitration

  • Response to Issuer Pre-Arbitration

  • Arbitration Won

  • Arbitration Lost

  • Arbitration Split

  • Arbitration Case Filing (Mastercard)

Reply By Date

The date by which you must respond in order to dispute the chargeback.

Hist. Win %
(Historical Win Percentage)

A percentage value, ranging from 0% to 95% indicating the probability that a representment will be “won,” based on past results.

Other possible values are:

  • NRR - No representment rights

  • REFUND - Refund issued. Representment is recommended.

  • FRAUD WIN - a Mastercard Fraud Notification was issued before the authorization; representment is recommended.

  • FRAUD LOSS - a Mastercard Fraud Notification was issued after the authorization; representment is not recommended.

  • N/A - this chargeback was received before historical win percentage data was available.

Note: An attention icon appears to the left of the Case ID number when there is a Fraud Notification associated with the chargeback, or when a refund was already issued for this chargeback.

See Understanding the Historical Win Percentage, and Fraud Notification for more information on this field.

Customizing Your Inbox View

You can customize the view of your Inbox table by clicking the settings icon () above the table to show, hide, or re-order table columns in the Inbox views. See for more information.