Overview
A credit card dispute, also known as a credit card chargeback, is a process in which a cardholder disputes a transaction on their credit card statement with the card issuer. This could be due to various reasons including:
Unauthorized transactions.
Failure to receive the item.
Defective or broken items were received.
Once a guest submits an eGift dispute, you can manage these disputes from within the PXS Merchant as follows:
1. Accessing current disputes is found under Program Administration > Payments Processing > Disputes.
2. Once on the Disputes page, you will have the ability to see the status of each dispute and VIEW/MANAGE each dispute.
The status definitions are as follows:
Needs Response - This shows for new disputes that a merchant hasn’t interacted with. The merchant can click the “View/Manage” action to interact with this dispute
Submitted - This shows for a dispute that the merchant has submitted evidence against. The bank is still reviewing this and will eventually transition this to either “won” or “lost”
Refunded - This shows for a dispute that the merchant has “accepted” and thus agreed to give the money back to the customer.
Won - This shows for a dispute that the bank has sided in favor of the merchant.
Lost - This shows for a dispute that the bank has sided in favor of the guest.
3. Click on VIEW/MANAGE on the dispute you need to manage. The Dispute Details page will populate and will provide a summary of the transaction and is where you will choose whether to ACCEPT or CHALLENGE the dispute. If you choose to CHALLENGE the dispute, you will be guided to the page to submit evidence.