Disputes

In your Dashboard, you can view and manage any consumer disputes received by PPRO in order manage chargeback ratios and reduce lost revenue.

If you intend to action disputes, either by accepting or challenging with evidence, you can do that either using our APIs, or manually in your Dashboard.

For a detailed overview of disputes, why they occur and the lifecycle of a dispute, please see the disputes section under risk management.

In this guide, we explain how you can do the following in your Dashboard:

• Look up detailed information about disputes
• Accept or challenge disputes

How to look up a dispute

Through the Dashboard's left sidebar, find the Risk group, and select Disputes.

For each dispute, you can see the following information and more:

• Date: The timestamp of the dispute.
• Status: The current status of the dispute.
• Phase: The current phase of the dispute.
• Due In: The due date for the merchant to respond to the dispute.
• Payment method: The payment method used to process the payment being disputed.
• Amount and currency: The amount and currency of the dispute.
• Merchant ID: PPRO’s ID for the merchant which processed the payment being disputed.
• Merchant reference: Your reference for the payment being disputed.

You can use the filter bar at the top of the page to filter disputes by Date, Merchant, Status, Phase, Payment Method, and Amount. You can also use the search box to look for a specific PPRO dispute ID, your own payment reference, or the PPRO charge ID.

Dispute details

For more information about a dispute, select the dispute ID in the disputes list. This opens the dispute details page, where you can view additional details such as:

• Dispute details: The actual dispute information such as the opening note and reason code.
• Communications: Here you can find and download all the files and messages sent by the consumer, payment provider and by the merchant.
• Dispute lifecycle: The history of different statuses that the dispute has gone through.

How to accept a dispute

Accepting a dispute means that the merchant is accepting the consumer's claim and a chargeback will follow. Accepting a dispute early provides a good user experience for the end consumer as they receive their money back sooner in some cases.

To accept a dispute:

1. Log in to Dashboard.
2. Go to Risk > Disputes, and select the dispute ID of the dispute that you want to accept. This opens the Dispute details page.
3. Select the Accept button.
4. (Optional) Enter a message. In some cases a message is required. The message field will appear if it is available.
5. Select the Submit button in the lower right.

How to challenge a dispute

Challenging a dispute means that the merchant is disputing the consumer's claim and has evidence available to fight it. Challenging a dispute is a way to prevent a chargeback and save lost revenue. The decision on whether you win or lose a challenge sits with the payment provider and not with PPRO.

To challenge a dispute:

1. Log in to Dashboard.
2. Go to Risk > Disputes, and select the dispute ID of the dispute that you want to challenge. This opens the Dispute details page.
3. Select the Challenge button.
4. (Optional) Enter the amount you wish to challenge. In some cases you can challenge only part of the dispute, for example, if one item was received and another was damaged. Enter the amount if the amount field is enabled.
5. (Optional) Enter a message. In some cases a message is required to explain why you are challenging. The message field will appear if it is available.
6. (Optional) Upload a file. In most cases a file containing evidence to support your challenge is required. Select the Browse files button to select a file and begin the upload process. Only proceed once your file has successfully uploaded.
7. Select the Submit button in the lower right