Users with the Manage Cards user permission can raise a dispute against a cardholder's transaction via the web portal.
To raise a dispute against a cardholder's transaction, follow the steps below:
1. Go to the Cards module and click Manage.
2. In the Transactions section, click the Transactions subheading.
3. A list will display all transactions incurred by your cardholders.
Note: You can use the Filter options available to help filter your cardholders' transactions.
4. Once you've found the transaction that you'd like to dispute, click the three dots icon against the transaction and select Raise Dispute from the drop-down.
5. On the pop-up window, select the Reason for the dispute and review the transaction Amount.
Note:
You're unable to increase the amount value beyond the original transaction value.
For more information on each dispute reason and the additional fields you're required to complete, see the Related Articles section at the end of this Help Article.
6. Click Save Draft if you're not ready to submit the dispute, or click Save & Submit to submit the dispute.
Note: You can view all draft and submitted disputes from the Disputes section (in the Manage area, under the Transactions heading).
Additional Information
Once a dispute has been raised, the process can typically take between 30 and 90 days for you to hear feedback on whether your dispute was successful or rejected by the Merchant and Issuer (Visa).
Once there's an update to your dispute case, you'll receive an email notification confirming the outcome of the dispute. This email will detail why the case was successful or rejected.
Note: At the point of a successful dispute resolution, you'll receive the amount raised in the dispute back in your issuing balance.