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Occasionally, a shopper makes a complaint regarding an online purchase. Complaints are made to the Payment Service through the shopper's card issuer, in the form of a Request for Information (RFI). If the complaint is upheld, the shopper is automatically reimbursed by the card issuer. This is known as a 'chargeback' and will be debited from the relevant merchant account.
The Dispute Management option on the Merchant Interface enables you to keep track of, and manage, disputed payments and chargebacks. It also provides a tool to communicate directly with the relevant financial institution regarding the defence of disputed payments.
To reduce the number of chargebacks and avoid losing money, you must monitor your disputed payments and be quick to answer any requests for information (RFIs).
To further help you monitor your payments, you can also set up automated emails to inform you of a Request for Information or a Chargeback. For further details, refer to Configuration Details under the Profile menu.
For a full description of dispute management functionality, refer to the Disputed Payments guide. It describes how you should use the Dispute Management option on the Merchant Interface and the procedures that you need to follow whenever a dispute arises. It also provides help and useful tips that will help you set up procedures and manage any disputes that occur.
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