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Documentation

Challenging a Dispute

You can challenge a disputed transaction.

  1. Sign in as described in Accessing the Client Portal and navigate to Collect > Review & Protect > Disputes.

    The Disputes page appears.

    challenge-dispute-flow-1.png
  2. Hover over the row that contains the dispute you want to challenge and then click the Challenge dispute icon.

    challenge-dispute-flow-2.png

    Note: You can only challenge a dispute that has a status of Active.

  3. The Challenge dispute page appears.

    challenge-dispute-flow-3.png
  4. In the Dispute details section, fill out the following fields:

    • Challenge - type the reason for the challenge

    • Files - attach any relevant files to support the challenge by clicking the + sign

    • Description of file - type a short description of the attached file

  5. Click the Add a file button in the lower right corner if you wish to attach multiple supporting files.

  6. Click the Submit button in the lower right corner.

    challenge-dispute-flow-4.png
  7. The challenged dispute appears on the Disputes page with a status of Review.

    challenge-dispute-flow-5.png

    Note: See Listing Disputes for more details about what happens when a dispute challenge is won or lost.