Accept paymentsDisputes (Chargebacks & Returns)

Find and review card disputes (Portal)

Use the Card Disputes report to find, filter, and review disputes before you respond
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Applies to:PartnersPaypoints

Card disputes carry strict response deadlines — an unanswered chargeback is an automatic loss. Use the Card Disputes report to monitor open disputes and review individual records to determine how to act on each. For background on how the process works, see Payment disputes.

If you received a card dispute notification, it contains information you can use to filter the report and navigate to the record.

All roles can view dispute records and import disputes. Responding to disputes, changing status, and accepting liability require an Admin or Manager role. Adding notes to a dispute requires an Admin role.

Find card disputes

To search for individual card disputes, use filters on the report page.

  1. Navigate to Pay In > Reports > Card Disputes.
  2. Use Filters to narrow the list. Useful filters for prioritizing disputes include:
    • Reply By — surface disputes approaching their response deadline
    • Status — filter to Open to show disputes that still need action
    • Dispute Type — separate retrieval requests from active chargebacks
    • Reason Name & Code — useful when investigating a pattern across many disputes
  3. Click a dispute row to open the detail view.

The notification email labels the dispute identifier as the Confirmation Number. In the Card Disputes report, paste that value into the Reference Number filter to locate the unique dispute record.

Monitor card disputes with saved reports and notifications

Saved reports let you return to a filtered view without reconfiguring filters each time. Use them for recurring monitoring tasks like checking open disputes each morning or reviewing what’s approaching its reply deadline.

To save a report, apply the filters you want to reuse, then click Save Report, enter a name and optional description, and Save. To load a saved report, click the dropdown beside Card Disputes and select it from the list.

Some useful starting points:

GoalFilters to set
Open disputes that still need actionStatus = Open
All disputes in the last monthDispute Date = last 30 days
Investigate a recurring reason codeReason Name & Code = [specific code] + Dispute Date = last 90 days

You can also set up report notifications to alert team members when disputes are resolved.

Read a dispute record

To see more information about a card dispute, click a dispute row, or click the three-dot icon and select View Details.

The detail view for individual disputes lets you compare the dispute details with the transaction details. Use the Responses tab to view any official responses to the dispute created with Payabli. The Notes tab shows the history of the dispute and any notes from admins involved with this dispute’s lifecycle.

Focus on these fields when reviewing a dispute:

FieldWhat it tells you
Dispute TypeWhether this is a chargeback or a retrieval request
Reason Name & CodeWhy the dispute was filed. See Card brand reason codes for descriptions
Reply ByRespond before this date or the dispute is automatically lost
Net AmountThe disputed amount
StatusWhether the dispute still needs action. Open means a response is required, and closed statuses reflect the outcome
Payment Method & Last 4Identifies the card involved

Once a chargeback is initiated, you can’t refund the associated transaction. You can still refund during a retrieval request. See Payment disputes for background on how the process works.

See these related resources to help you get the most out of Payabli.

  • Payment disputes - Understand how chargebacks and retrieval requests work before monitoring disputes