Disputes
Managing disputes are a normal - but hopefully infrequent - part of taking payments via credit card.
This guide will show you how to find and manage your disputes - sometimes called chargebacks - , explain different statuses, and help set up alerts when new ones come in.
How to find disputes
In the Fat Zebra dashboard, navigate to Transactions -> Disputes. From here you can filter by status, date, or order received. You can also search by transaction ID if you have it handy.
What are the different dispute status'?
| Status | Meaning |
|---|---|
| Open | The dispute is open and can be contested |
| Contested | You've submitted your evidence and the relevant scheme is reviewing it |
| Accepted | You're accepting the customer's claim without contest |
| Won | The dispute was successfully contested, and the charge will remain |
| Lost | The dispute was lost - the funds will revert to the customer |
| Expired | You didn't accept or challenge the dispute in the time frame - the funds will revert to the customer |
How do I manage or accept disputes?
After locating a dispute, click on the transaction ID - you'll be able to either Upload Evidence or Accept Dispute.
Contesting
After selecting Upload Evidence you'll be able to upload a .pdf showing that you attempted to resolve the dispute in good faith. Examples include:
- Customer communications about the topic - email chain etc.
- Proof of customer authorisation such as a confirmation page, signed order form, or checkout record
- Proof of service delivery such as shipping tracking confirmation, signature of delivery, or if digital - receipt of activation or log in
- Evidence of your T&Cs, refund, or cancellation policy that your customer has entered into
Note:: Redact any personal identifying information that is not relevant to your contest.
After selecting a Transaction ID - you'll be able to select Upload evidence to contest your dispute
What happens after I contest - how long will it take?
Your information - and the initial dispute claim - will be reviewed by the customers bank. A decision will be made in 1 - 4 weeks. Please note, Fat Zebra does not have a role in the review process.
Dashboard users can also subscribe to Chargeback Notification emails, via the Reports > Subscribers section of the Merchant Dashboard, this will give the user an email notification each time a dispute is raised.
Can I get alerts on disputes?
Yes - please go to Reports > Subscribers where you can subscribe to Dispute/Chargeback Alerts
Updated 7 days ago