Live Queue tab

This tab shows you the live disputed transactions that met the search criteria you set on the Queue screen. It should look similar to the example screen below:

In the example screen, there are two live disputed transactions, displayed in a table. Most of the columns in the table are self-explanatory. Some need a description:

Load Date - The date the disputed transaction was loaded into the system
Processor - The system that processed the transaction. If the processor is Worldpay VAP, then the transaction was processed in the US . Worldpay VAP disputes have different statuses; see the Worldpay VAP Disputes topic for details.
Disputed Date - The date that the disputed transaction occurred
Transaction Reference - This is the reference code that Worldpay assign to the transaction. But for airline customers it is the passenger's ticket number.
Network - Visa, Mastercard, American Express (AMEX)

Some of the values in the table have a magnifying glass button next to them. Click on the magnifying glass button to display transactions with the same value. In the example screen below, the user clicked the magnifying glass button next to the Reason Code 4855. The system displayed all the disputed transactions with the reason code 4855:

Note: There is a queue for transactions that have a Worldpay Vantiv upload error. See the Live Queue tab for more information.

Resolve the disputed transactions

The screen gives you several ways to resolve the disputed transactions.

To resolve all the transactions:

Click the Resolve All field in the bottom left corner of the screen.

To resolve one or more transactions:

Click the checkbox in the first column on the left, next to the transaction you want to resolve.
Click the Resolve button.

Move a disputed transaction into your personal queue

Your personal queue is where the transactions you will work on are stored. To move a transaction from the live queue to your personal queue:

Make sure the Actions Claim - Yes field is switched on (it is blue with a tick next to it).
Click the ID number of the transaction in the ID column to display the Dispute Details screen.
Click the Return to Queue button. The transaction will now appear in the My Claimed Transactions Queue.

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