This guide explains the steps you need to take to view, manage, and respond to chargebacks directly in your merchant portal.
Accessing Chargeback Disputes
Log in to your merchant portal.
Hover your cursor over the left-hand side menu and select the Disputes tab.
A list of all chargebacks will appear. Locate the chargeback you wish to view and click Details.
You will be taken to the Details page for that chargeback, where you can review all related information.
Submitting Your Dispute Response
On the top-right corner of the chargeback details page, you will see a section titled Documents and Notes.
Upload any supporting documentation or notes relevant to your case here. This information will be submitted to the processor to support your dispute.
Make sure to submit all required information before the “Reply By” date listed on the chargeback record. If no response is submitted by that date, the case will automatically be lost.
Chargeback Notifications
As soon as a chargeback is initiated, an email notification will be sent to the chargeback contact email we have on file.
If your business needs to update or change that email address, please submit a support ticket.
Additional Support Contact
If you need assistance or have questions related to a specific chargeback, you may contact our dedicated chargeback specialist:
Tracy Springman
📧 [email protected]