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Merchant Home

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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.

63%

fewer non-fraud disputes were sent to merchants in 2019 than in 2016 following our multi-year journey to improve disputes policies and processes. *

What have we done to improve the disputes experience?

TimeFrame Reduction

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

Redispute Limitation

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

Substitute Receipt

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

Compelling Evidence

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

Learn More >

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.

Learn More

Disputes Education Center

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

______________________________

Get answers and advice from our Disputes Webinar Series.

Understanding the Disputes Process

Watch Now

Managing Card Not Present Disputes and Fraud

Watch Now

Managing Hospitality Industry Disputes

Watch Now

______________________________

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

Understanding the Disputes Process

Tips to Avoid Disputes

Preventing Fraud

______________________________

Download these one-pager guides for easy reference.

Understanding the Disputes Process

Download Now

Preventing Card Not Present Disputes

Download Now

Card Not Present Scenarios Tips

Download Now

Preventing Retail Disputes

Download Now

Preventing Restaurant Disputes

Download Now

Preventing Hotel Disputes

Download Now

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.

Download Now

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

Get Started

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*Based on a comparison of the ratios of non-fraud disputes that require merchant involvement to total transactions, in 2016 and 2019.

**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.