Users with the Manage Cards user permission can view and manage disputes against cardholder transactions via the web portal.
To view and manage 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 Disputes subheading.
3. A list will display all disputes that have been raised against a transaction, including unsubmitted, submitted, won, or lost disputes.
Note: You can use the Filter options available to help filter your disputes.
4. Click the Edit icon next to the dispute you'd like to review, or click the three dots icon and select View from the drop-down.
5. On the pop-up window, you can review the dispute details.
Note:
Details on disputes cannot be edited once submitted. If you need to edit a submitted Dispute, please contact the Support team.
If the dispute was started, but is yet to be submitted, you can complete the remaining fields on the dispute before clicking Save & Submit to submit the dispute. See our Raise a dispute Help Article for more information on raising disputes.
6. Once you've finished reviewing the dispute, click Close.
If you'd also like to view the history of a dispute, click the three dots icon and select View History from the drop-down. A pop-up window will display listing the dispute's full history.
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.