Why manage disputes?
A dispute (or chargeback) occurs when a customer questions a transaction with their bank. It is critical to monitor this page regularly. If a dispute is "Defendable," you have a limited window of time to provide evidence and recover your funds. Missing a deadline usually means losing the revenue.
Access Disputes
Click on your Avatar in the top right corner of the dashboard.
Select Settings from the dropdown menu.
Scroll down to the Accounting section.
Click on Disputes.
1. Navigating the Disputes List
When you access the Disputes page, you will see a table of all contested payments.
Filtering by Date
To find specific transactions or monitor recent activity, you can filter the list using the Date column.
Locate the Date column header.
Click the Filter Icon (funnel shape) next to the text "Date".
A dropdown menu will appear with quick preset options:
Today / This Week / Last Week
Last 7 Days
This Month / Last Month
Custom Range: Select Custom to define a specific start and end date to search for older disputes.
Understanding the Statuses
Chargeback - Undefended: A new dispute that requires your attention.
Dispute Defense Period Ended: The time to respond has passed.
Lost: The bank decided in favor of the customer.
Won: The bank decided in your favor.
2. Viewing Dispute Details
Click on any row in the list to open the Dispute Details Sidebar on the right. This panel contains critical information:
Reason Message: Why the customer is disputing the charge (e.g., "Merchandise/Services Not Received").
Defense Deadline: The exact date and time by which you must submit your evidence. If you miss this, you lose the dispute automatically.
Defendable: Marks whether the bank allows you to contest this charge (Yes/No).
History: A timeline at the bottom showing every update to the dispute status.
3. Taking Action: Accept or Defend
If a dispute is marked as Defendable, you will see action buttons at the top of the details panel.
Option A: Accept Dispute
Choose this if the customer is correct (e.g., you agreed to a refund but it hasn't processed yet).
Click Accept Dispute.
Warning: By accepting, you acknowledge responsibility. The payment amount is returned to the client, and this action cannot be undone.
Option B: Defend Dispute
Choose this if you believe the charge was valid and you have proof.
Click the yellow Defend Dispute button.
Upload Evidence: You will be prompted to upload documents supporting your case (e.g., signed contracts, photos of completed work, delivery confirmation).
Supported Formats: JPG, TIFF, PDF.
Size Limits: Up to 10 MB for images, up to 2 MB for PDFs.
Click Submit Defense to send the evidence to the bank for review.
Need more help?
We are here to assist you! Reach out to us at [email protected] or click the Blue WIZchat Messenger icon in the bottom corner of your screen to chat with our team live.