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On your side for disputes, every step of the way.

We’ve made changes to our disputes processes and created some helpful education materials – all to make disputes easier to manage every step of the way.

 

54%

 

fewer non-fraud disputes were sent to merchants in 2018 than in 2016 following enhancements we made to our disputes policies and processes. *

 

 

 

What have we done to improve the disputes experience?

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TimeFrame Reduction

The window to receive a dispute has been limited to 120 days from the transaction date. **

 

 

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Redispute Limitation

Now, disputes on the same transaction can only be raised twice, in most cases

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Substitute Receipt

We try to resolve No Knowledge disputes before reaching out to you by sending the Card Member more information

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Compelling Evidence

You can provide additional types of documentation for Card Not Present transactions.

 

Learn More >

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Damages/Smoking Policy

You can bill the Card Member for damages to property or equipment, including smoking fees. 

 

Learn More >

 

 

These are just a few of the changes we’ve made. To find out more, download our guide on the latest disputes updates.

 

Disputes Education Center

 

We’ve put together the following resources to help you understand how to reduce and prevent disputes.

 

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Get answers and advice from our Disputes Webinar Series.

 

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Understanding the Disputes Process

 

Watch Now

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Managing Card Not Present Disputes and Fraud

 

Watch Now

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Managing Hospitality Industry Disputes

 

Watch Now

 

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For tips in two minutes or less, watch these videos.

 

 

Understanding the Disputes Process

 

 

Tips to Avoid Disputes

 

 

Preventing Fraud

 

 

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Download these one-pager guides for easy reference.

 

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Understanding the Disputes Process

 

Download Now 

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Preventing Card Not Present Disputes

 

Download Now 

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Preventing Retail Disputes

 

Download Now 

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Preventing Restaurant Disputes

 

Download Now 

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Preventing Hotel Disputes

 

Download Now 

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Preventing Recurring Transaction Disputes

 

Download Now 

 

 

Disputes Reference Guide 

 

To help make responding to Inquiries and Chargebacks as simple as possible, we’ve put all the tools and info you need into one resource.

 

The best way to respond to a dispute is online with your Merchant Account.

 

 

*Based on a comparison of the ratios of non-fraud disputes that require merchant involvement to total transactions, in 2016 and 2018.  

 

**Except for these dispute categories: 1. Goods/services not received. 2. Goods/services returned/canceled. 3. Redisputes. In these instances, the timeframe can extend slightly.