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What is a dispute?
A dispute occurs when a cardholder or card issuer challenges a payment transaction. There are four different types of disputes: Chargebacks, Retrieval Request, Compliance and Good Faith Collections.
Chargebacks are the most common type of disputes. With a chargeback, the issuing bank charges all or part of the transaction amount back to the acquirer/processor because the issuer believes the transaction has violated a Payment Card Networks rule or regulation. The acquirer/processor, in turn, charges this amount back to the merchant's business account.
Common reasons for disputes
- Fraud: The transaction was deemed to be fraudulent.
- Cardholder: The product was defective, the service was "not as described" or the cardholder didn't receive the product or service.
- Processing: Errors were made in processing, like duplicate or incorrect charges.
- Authorization: No proper authorization was received from the card network before processing a payment.
Existing merchant customers:
Call 1-800-451-5817 for live, U.S.-based service, 24/7. Or contact your account manager.
