How can a franchisee view disputes and manage chargebacks in Essentials?

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Do you have the right user role?

Please check whether you have the following user role:

  • Merchant Dispute Management

If you don't have the required user role, please reach out to your admin.

View disputes

To view disputes you need to have the Merchant dispute management role.

  1. Log in to Essentials.
  2. Go to Disputes.
    The Disputes section shows a list of disputed transactions, as well as their:
    • Status: Whether you have Won or Lost the dispute.
    • Reason code: Why the transaction is disputed. For more information, refer to Dispute reason codes.
    • Expiration: You have until this date to defend the dispute.
    • Disputed amount: The value of the transaction being disputed.

Manage disputes

Opening a dispute provides more information, such as: card details, payment details, and the number of days left to act. We recommend filtering by disputes that require action to either upload defense material or accept the dispute.

Defend disputes

  1. Log in to Essentials.
  2. Go to Disputes > Needs action and select the dispute you want to defend.
    To successfully defend a dispute, have a look at the article on how to defend a dispute.

Get notified

To get notified about a chargeback, please turn on your system messages. This can be done in Essentials > System Messages > Subscribe.

Let's practice

Learn more on this topic and practice what you’ve learned.

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