Resolve the dispute

When you resolve a dispute, it means you've had a look at the disputed transaction and decided what action to take.

The actions are:

Resolution
Follow up

Resolution

The resolutions that you can use depend on your role. The standard resolutions are:

Accept Chargeback - You accept that the chargeback is justified and your organisation will debited the funds, in favour of the claimant
Manual Review Complete - You have read and understood what this disputed transaction is about and want to submit defence material
Resolved - Accept Dispute - You accept that the dispute is justified. In most cases your organisation will refund the claimant, or issue a credit note or make some other form of recompense

Follow up

These are alternatives to the resolutions above.

Charged Back (Info only) - You set the status of the info only transaction as charged back
Defence Attempted by Worldpay (Info only) - Worldpay has attempted to defend this chargeback. The transaction is info only, and cannot be changed.
Early notification of chargeback (Info only) - A chargeback will be applied to this transaction in the near-future. You can work on gathering information to defend the chargeback, but cannot change any of the transaction details at this stage.
Return to Queue - Return to your personal queue of disputed transactions.
Supervisor Queue - Allocate this transaction to your supervisor's queue.

Note: An info only disputed transaction is a transaction that you can view, but cannot change.

Once you have allocated a resolution type to the disputed transaction do the following:

If you want you can add a note to the transaction in the Notes field. A list of the previous notes, and the names of the people who wrote the notes is in a list below the Notes field.
Click Save to save the transaction with its resolution type and any new notes you have made.

Note: If you clicked the Get Next Transaction button from the Queue Dashboard screen to display the transaction, then you can click the Save & Get Next button to save this transaction and display the next transaction in your personal queue.

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