Dispute Details
- Betsy Harbison
PLEASE NOTE THAT SOFTRIP PAYMENTS IS A ONE-WAY INTEGRATION. ANY TRANSACTIONS INITIATED IN THE SOFTRIP PLATFORM WILL BE AUTOMATICALLY REFLECTED IN THE BACK-END SOFTRIP PAYMENTS PORTAL. ANY TRANSACTIONS INITIATED IN THE BACK-END PAYMENTS PORTAL WILL NEED TO BE MANUALLY ADJUSTED WITHIN THE SOFTRIP PLATFORM.
The Dispute Details page contains information about an individual dispute initiated by a customer, including transaction details and customer details, as well as links to actions that allow you to respond to the dispute.
Navigate to the Dispute Details page by following the steps below:
Step 1: Click Disputes in the Payments category of the left hand navigation panel.
Step 2: Locate the specific Dispute in the Disputes page table, and click any information in the table row to open the Dispute Details page.
Partial view of the Dispute Details page, showing the Dispute Information Panel, Dispute Action Items, and the Dispute Details Box.
Dispute Details Features
Dispute Information Panel
The Dispute Information Panel is located at the top of the Dispute Details page, and displays the following information:
The type of sale.
The transaction amount (in dollars).
The name of the merchant.
The last four digits of the credit card are associated with the transaction.
The date and time of the transaction.
The status of the dispute.
Dispute Panel Actions
The Dispute Panel allows you to perform the following actions related to a specific disputed transaction:
Dispute Panel Action Button Name | Description |
|---|---|
Transaction Details | Access the transaction associated with the dispute by clicking the DOOR icon for the transaction ID, located at the top of the information panel, to open the Transasction Details page. |
Copy Transaction | Copy the transaction information by clicking COPY TRANSACTION to open a lightbox that allows you to save a copy of the disputed transaction. |
Receipt | Generate a receipt for the transaction by clicking RECEIPT to open the Transaction Receipt page. |
Respond | Initiate a response to the dispute by clicking RESPOND to open a lightbox in the page. |
Accept Liability | Close the dispute in favor of the cardholder by following the steps below:
|
Mark as Unread | Leave the dispute as unread in your notifications by clicking MARK AS UNREAD. |
Dispute Details Box
The Dispute Details Box contains information about the specific transaction and the dispute and is located at the bottom of the Dispute Details page. Click on the tabs on the left-hand side of the Dispute Details Box to view information about a specific topic. The following sections of this page cover descriptions of the contents of each of the tabs:
Dispute Details Tab
The Dispute Details tab includes the following information related to the dispute:
Dispute Details Item Name | Description |
|---|---|
Case ID | The ID number assigned to the dispute case. |
Reason For Dispute | The reason for the dispute. |
Dispute Date | The date that the dispute was created. |
Response Due Date | The date by which the referrer or merchant is required to respond. |
Last Response | The most recent response by the referrer or merchant. |
Cycle | The potential outcome of the dispute. |
Status | The status of the dispute: Open, Closed, or Settled. |
Last Response Date | The date of the most recent response by the referrer or merchant. |
Dispute Details Tab Action
Copy and paste information from select fields by clicking the COPY/PASTE icon.
Dispute Fees Tab
The Dispute Fees tab includes a table with the following information about fees associated with the dispute:
Dispute Fee Table Column Name | Description |
|---|---|
Amount | The dollar amount paid in fees. |
Description | The description of the fee paid. |
Customer
The Customer tab contains the following information about the customer associated with the disputed transaction:
Customer Information Field Name | Description |
|---|---|
First Name | The customer’s first name. |
Last Name | The customer’s last name. |
Phone | The customer’s phone number. |
The customer’s email address. | |
Address | The street address portion of the customer’s billing address. |
Address 2 | The second line of the street address portion of the customer’s billing address, if applicable. |
City | The city portion of the customer’s billing address. |
State | The state portion of the customer’s billing address. |
Zip | The zip code portion of the customer’s billing address. |
Customer Discretionary Field 1 | Information entered by the merchant. |
Customer Discretionary Field 2 | Information entered by the merchant. |
Customer Discretionary Field 3 | Information entered by the merchant. |
Transaction
The Transaction tab contains the following information related to the transaction disputed by the customer:
Transaction Information Field Name | Description |
|---|---|
ID | The transaction ID number. |
Created | The date that the transaction was created. |
Captured | The date that the transaction was captured. |
Type | The type of transaction: sale, or refund. |
Tax | The dollar amount of tax charged on the transaction. |
Surcharge | An additional fee, in dollars. |
Total Requested | The total dollar amount requested in the transaction. |
Batch | The batch ID number. |
MID | The Merchant Identification number associated with the transaction. |
Terminal ID | The Terminal Identification number associated with the terminal through which the transaction occurred. |
Channel | The payment channel associated with the merchant terminal. |
Description | A description entered by the merchant. |
Order Number | The order number associated with the transaction, generated by the merchant. |
Subscription ID | An identification number associated with a recurring transaction. |
Related Transaction | Other transactions that occurred between the merchant and the customer associated with this transaction. |
Authorization Code | The alphanumeric code that indicates whether the transaction was authorized. |
Token | The tokenized identification number associated with the credit card. |
First TXN ID | The transaction ID associated with the first transaction between the merchant and this customer. |
Card On File Type | The type of card stored as a payment method by the merchant. |
Transactions Tab Action
Copy and paste information from select fields by clicking the COPY/PASTE icon.
Payment Details
The Payment Details tab contains the following information about the payment transaction:
Payment Details Field Name | Definition |
|---|---|
Last 4 | The last four digits of the credit card associated with the transaction. |
Card Type | Tye type of credit card associated with the transaction. |
Type | The type of transaction: Swiped or Non-swiped. |
Signature | Indicates whether a signature is required. |
Issuing Bank | Â The name of the bank associated with the credit card. |
BIN | The Bank Identification Number associated with the credit card. |
BIN Type | Indicates the type of card being used. |
BIN Country | The country location of the issuing bank. |
Fees
The Fees tab contains the following information about dispute fees:
Merchant Fees Panel Item Name | Description |
|---|---|
Transaction Amount | The dollar amount of the disputed transaction. |
Transaction Status | The transaction status: open, closed, settled. |
Fees Paid | The dollar amount of fees paid due to the dispute. |
Transaction Net | The dollar amount of net earnings including deductions due to fees associated with the dispute. |
Alerts
The Alerts tab contains a table with the following information about alerts created by the bank associated with the credit card involved in the disputed transaction:
Alerts Table Column Name | Description |
|---|---|
Created | The date and time that the alert was created. |
Type | The acronym for the service alert supplied by the bank that issued the credit card. |
Code | The alert code associated with the type of alert. |
Message | A message from the bank regarding the alert. |
Related Transactions
The Related Transactions tab contains a table with the following information about other transactions from the customer associated with the disputed transaction:
Related Transactions Table Column Name | Description |
|---|---|
ID | The transaction ID number. |
Type | The type of transaction: Sale, Refund, or Reverse Authorization. |
Date | The date and time of the transaction. |
Status | The status of the transaction: Approved, Captured, or Settled. |
Amount | The dollar amount of the transaction. |
Related Transactions Tab Actions
Access the Transaction Details page for a specific transaction by clicking on any information in the table.
Additional Tabs
Click SHOW MORE at the bottom of the list of tabs to reveal the following additional tabs:
Tab Name | Description |
|---|---|
Dispute Responses | A description of any responses to disputes. |
Dispute Documents | A list of any uploaded documents associated with a dispute. |
Platform IDs | The Platform ID for the terminal associated with a disputed transaction. |
Transaction Stream | A record of transactions linked to the customer credit card associated with the disputed transaction. |
Notes | Information entered by the merchant. |
Risk Factors | View a list of any risks associated with the transaction. |
Holds | View any holds placed on funds associated with the transaction. |