This section contains information on what to do if something goes wrong with the system.
It can be easy to open a dispute and accidentally put it in the wrong queue when you close it. Here's how to avoid that:
From the Live Queue tab:
Select the dispute from table, for example the Live Queue. The dispute appears in detail.
Click the Resolve button. The Resolve screen appears.
Select the Followup tab.
Select Return to Queue from the drop down list.
If your company or organisation sells products or services in the US, you may see disputed transactions in the Live Queue with Worldpay VAP in the Processor column. Because the Worldpay VAP disputed transactions are acquired in US, they have different chargeback statuses and different expiry dates.
See the Worldpay VAP Disputes topic for more information.
This is a common problem with several possible causes. For example:
The dispute has passed its reply by date and so is no longer in the live queue. You can still find it by searching for the chargeback reference number, or the amount or some other value. Use the Find Transaction screen to look for it.
Another user could have claimed the transaction, so the transaction is in their My Claimed transactions queue. Again you can use the Find Transaction screen to look for it
The dispute has been archived or time limit expired.
The dispute has been placed in the wrong queue due to error.
Warning: If you enter the wrong password three times you are locked out of the system. You must contact your system administrator, within your organisation or your Corporate Support manager at Worldpay.
If you forget your password, do the following:
From the logon screen, click forgot your password above the Submit button on the login screen. The forgot your password screen appears.
Enter your username in the Username field.
Click Submit. The message Your new password has been sent appears on the screen.
Check your email inbox and if the message isn't there, check your Junk folder and any other folders where email filters may have put the message. When you have the message, follow the instructions and use the temporary password to access the system.
Here are the rules on passwords. The password must:
Begin with an alpha-numeric character
Contain a minimum of 8 characters
Contain at least 1 number
Contain 1 of the following special characters: @, #, or $
You cannot:
Change a password more than 8 times in 24 hours
Enter a password that contains spaces
Use the same password more than once
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