This section shows you how to use the system to do some common tasks.
The steps below are logical, but are just a suggested way to work. Your company or organisation may have its own processes and way to work with disputed transactions. If you're in doubt, ask your supervisor or manager for advice.
See the Worldpay Dispute Resolution Centre guide (home screen) for instructions on how to change your password.
For the purposes of the Dispute Resolution Centre (DRC), a dispute is a transaction that has been challenged for some reason. In the DRC there are two types of dispute; a Request For Information (RFI) and a chargeback.
A request for information is a transaction that is in dispute. Worldpay need evidence from you to respond to the financial institution that raised the dispute. For example, if the shopper says that the goods they ordered from you never arrived, then a signed delivery note is evidence that the goods were in fact delivered.
RFI disputes can change status to chargebacks in some circumstances. For example if you don't provide any information after you get an RFI, or if the evidence you provide isn't good enough.
A chargeback is basically money returned to the card holder from a transaction made with a credit card. The DRC gives you the opportunity to defend a chargeback by submitting evidence.
Here's a suggested work flow to defend a dispute:
Find the correct dispute or queue of disputes to work on. To do this, use the Queue menu of the DRC. If you're looking for a specific transaction, or transactions, use the Find Transaction feature.
Decide what queue to search in. You can look in your personal queue, or look for disputes that have a high value, or disputes that you don't much time left to respond to.
Open the dispute, and work on the dispute (see the Dispute details screen):
Find the defence material (files, scanned images and/or screenshots - see the Documents screen).
Attach the files to the dispute.
Resolve the dispute (see the Resolve the dispute screen)
Once you've resolved a dispute you can go back to the queue (step 2) and find the next one.
To change your personal information and password, see the User menu. This is the person icon on the top right of most screens. Click the Settings option to display the My Information (Update) screen. See the User Menu topic for more details.
See the Reports screen.
Go to the Troubleshooting topic or contact us.
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