Disputed payments

The Dispute Management page provides an overview of your disputed payments. The payments are ordered by the most recent status update (in descending order).  

The following details are displayed for each disputed payment:

• Order Code - the order code that belongs to the payment. By selecting the order code you open the order details in a separate window.
  The Order Code filter enables you to filter your disputes list according to order code.

• Amount - the currency and amount of the disputed payment. By selecting the amount you open the payment details in a separate window.

• Risk - the total score of the checks applied to the disputed payment by the Risk Management service. This information is only available if you subscribe to the Risk Management service. By selecting the risk score you open the Risk Score Details window. This window enables you to see the results per individual check as performed by the Risk Management service.

• Payment Status - the current status of the payment. The different payment statuses are:

Payment status	Description
INFORMATION_REQUESTED	This status indicates that a request for information from a financial institution (acquirer) has been received. You are notified of this request via a Card Dispute Notification. You are able to respond to this request by supplying information using the Submit Info link in the Information column. Note that some acquirers allow only a very limited timeframe, typically one week, for responding to a request for information. If no information is supplied within that period, a chargeback inevitably follows.
INFORMATION_SUPPLIED	When your information is supplied the payment status is updated to INFORMATION_SUPPLIED. Some acquirers do not notify Worldpay if they decide not to execute the chargeback. As a result, the payment will remain at status INFORMATION_SUPPLIED.
CHARGED_BACK	This status indicates that a chargeback has been issued. Some acquirers skip the request for information altogether and execute a chargeback without notice. In this case, you will not receive a Card Dispute Notification via email. You can, however, counter the chargeback by supplying information via the Submit Info  link in the Information column.
CHARGEBACK_REVERSED	This status indicates that a chargeback has been reversed. This involves a transfer of money that is not initiated by the Worldpay system. This happens, for instance, when a previously charged back payment is paid for after all, or in a case when the amount is transferred from the financial institution after the original payment was both charged back and refunded.

A  Submit Info link is displayed in the Payment Status column if a request for information has been issued or a chargeback issued without notice.

The Payment Status filter enables you to filter your disputes list according to the payment status.

• Status Date - the date and time of the current payment status.
  The Status Date filter enables you to filter your disputes list according to status date.  

• Dispute History - select the View link to open the Dispute History window. This window displays details about the history of the payment. Details include: date, time, event type and the associated amount. If the status is CHARGED_BACK then a chargeback reason is displayed (if provided).

Submitting your response

If a request for information has been issued, or a chargeback made without an RFI, you may wish to submit a response, providing information to dispute the chargeback.  To do this, see Challenging a chargeback.