Dispute Management

This page provides an overview of your disputed payments ordered by the most recent status update (in descending order).

The following details are shown for each disputed payment:

Order Code - the payment's order code. Selecting the order code opens order details in a separate window. You can filter disputes by order code with the Order Code filter
Amount - the payment's currency and amount . Clicking the amount opens the payment details in a separate window
Risk - the total score of the Risk Management service checks. This information is only available if you subscribe to the Risk Management service. Selecting the risk score opens the Risk Score Details window, allowing you to see the results per individual check

Payment Status - the current status of the payment. You can filter disputes by payment status with the Payment Status filter. The different payment statuses are:

Payment status	Description
INFORMATION_REQUESTED	Indicates that a request for information from a financial institution (acquirer) has been received. You are notified of this request via a Card Dispute Notification. You can respond to this request by supplying information using the Submit Info link. Some acquirers have a very limited timeframe, typically one week, for responding to request for informations. If no information is supplied, a chargeback usually follows.
INFORMATION_SUPPLIED	Shows that we've received your supplied information. Note: Some acquirers do not notify Worldpay if they drop the chargeback and the payment will remain at INFORMATION_SUPPLIED.
CHARGED_BACK	Indicates a chargeback has been issued. Some acquirers skip the request for information altogether and process a chargeback without notice. In this case, you will not receive a Card Dispute Notification via email. However, you can counter the chargeback by supplying information via the Submit Info link in the Information column.
CHARGEBACK_REVERSED	Indicates that a chargeback has been reversed. This involves a transfer of money that is not initiated by Worldpay.

Acquirer Reference - enables you to filter your disputes list according to acquirer
Status Date - the date and time of the current payment status. You can sort by date with the Status Date filter
Dispute History - select the View link to open the Dispute History window, displaying details about the payment's history
Information - the Submit Info link is displayed in the Information column if a request for information has been issued or a chargeback issued without notice. See Challenging a chargeback for details
Remove - you can remove selected disputes from the list. Click the Remove checkbox for each dispute to be removed, and then click the Remove button

Submitting your response

If a request for information has been issued, or a chargeback made without notice, you can dispute the chargeback by submitting defence information. To do this, see Challenging a chargeback.

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