How to respond to disputes and handle chargebacks in Essentials?
Firstly, what exactly is a dispute?
A dispute occurs when the shopper questions the validity of a payment. They will contact their bank to have their money returned.
For example, the shopper may claim that they didn't receive the goods, or that their card information was used fraudulently.
In Essentials there is a specific dispute section, this tab shows a list of transactions that have been disputed by your shoppers.
So, we start by logging in to Essential. Under the dispute tab, the status of the dispute will show whether you have won or lost the dispute.
The reason code explains why the transaction has been disputed.
The payment date is the date the shopper completed the transaction.
The expiration date is the date until which you are able to defend the dispute.
And the value is the amount of the disputed transaction.
If you want to defend a dispute, click on the payment. You need to provide documents to show that the payment was valid, for example, proof that you have sent the goods.
The required documents depend on the reason for the dispute.
Please bear in mind that the timeframe to defend a dispute depends on the payment method used by your shopper.
If you don't provide the defense documents within the required timeframe, you will automatically lose the dispute.
You may decide to accept a dispute to avoid a lengthy (and possibly costly) dispute process.
We recommend you do this if you agree with the dispute.