What is the Dispute Manager?
The Dispute Manager is a tool shared by merchants and Payplug to simplify the management of payment disputes. It allows you to manage cases, ensure clear communication between both parties, and accurately track the status of each dispute.
How do I access it?
You can access it directly from your Dashboard in the "Dispute" tab.
What sections are in the Dispute Manager?
The tool has two main tabs:
- Chargebacks: This tab contains all dispute cases, regardless of their status.
- Retrieval Requests: This tab serves as a history for old document requests. Since Payplug no longer receives these requests, it's primarily used for consultation.
What features are available for tracking?
The Dispute Manager offers several filters and options to customize your tracking:
- Search by event type: Filter cases by a specific event (e.g., chargeback or pre-arbitration).
- Search by status: Find cases based on their status ("awaiting your decision," "documents required," etc.).
- Search by outcome: Track the final outcome of a case ("won," "lost," "pending").
- Filter by date: Display cases for a specific period.
- Search by transaction ID: Find a specific file using the transaction ID.
- Export files: Export cases for your records.
How do I challenge a chargeback or pre-arbitration?
To challenge a dispute, you must first open the corresponding file. To do this, click on the transaction ID or the small edition icon to the right of the screen.
Once the file is open, a "Challenge" button allows you to add the necessary documents and a comment to accompany your challenge request. If you click "Accept," you are agreeing to the dispute, and the refund to the customer will be processed. Associated fees from your Payplug contract will be charged in addition to the total amount.
What document format is accepted for a challenge?
You must provide all challenge documents in a single PDF file. Although the system may ask you to select a "document type," the most important thing is to ensure the file format is a PDF, as it's the only one accepted.
What do the case statuses mean?
- Awaiting your decision: A chargeback or pre-arbitration has been received, and you have the option to challenge it.
- Awaiting Payplug processing: The case is being processed by Payplug.
- Documents required: Documents are missing or incorrect. An email notification has been sent to inform you.
- Awaiting issuer's decision: The request is awaiting the decision of the issuing bank.
- Awaiting arbitration decision: The case is awaiting the decision of the arbitration committee (CB, MasterCard, or Visa).
- Awaiting compliance decision: The case is awaiting the decision of the compliance committee.
- Closed: The case is closed, and no further action is possible.
The final outcomes of a case can be either "Lost" or "Won."
If you have any questions, don't hesitate to contact the dedicated service : chargebacks@payplug.com.