Listing Disputes

View a list of all disputed card payments.

A card issuer or bank disputes a card payment initiated by the consumer, and funds are automatically deducted from your client account. You can accept the dispute, or challenge the dispute as described in Viewing Dispute Details.

How to View Disputes

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

Customize the Columns

To add or remove columns, click the Customize Columns icon at the top right. The icon has three vertical bars. On the Customize Columns panel, select the columns you want to appear on screen and click Apply.
To change the column order on the panel, grab the left of the column title and drag it to a new position.
To sort the list, hover over a column header. If the cursor turns into a pointing finger, tap the header. An arrow indicates the sort direction. To change the direction, tap the header again.
To view more rows or columns, scroll down or to the right over the disputes table.

Filter the Fields and Export

To filter the list, click the Search field at the top. Suggested filters appear. Select a filter and type a value, or type a free text string. Then click the magnifying glass icon.
To clear a filter, delete the text in the Search field and click the magnifying glass icon.
To apply an advanced filter, click the Filter icon at the top right. In the Filter window, select a field and a condition, and enter a value. To define an additional filter, click + Add Filter and fill in the field, condition, and value. Then click Apply.
To clear an advanced filter, close the filter description.
To clear all advanced filters, click Clear All.
Click the export icon to export the fields into a CSV file.

Description of Fields

The following table describes the fields in the Payments page.

Field	Description
Amount	The total amount (original amount + fee).
Category	The type of dispute. One of the following: Cardholder Dispute Fraud Authorization Processing Errors General
Created At	Date and time the dispute was made.
Reason description	Dispute reason description.
Customer ID	ID of the `customer` object. String starting with cus_.
Customer's name	The name of the customer.
Dispute ID	ID of the dispute starting with dispute_.
Due Date	Due date for dispute to be resolved. In unix time.
eWallet ID	ID of the ewallet tied to the dispute. String starting with ewallet_.
Original Amount	Original amount of the payment.
Original Dispute Amount	Original amount of the dispute.
Payment ID	The payment ID, a string starting with payment_.
Status	Indicates the status of the payment. One of the following: Active - a payment dispute has been sent by the card issuer. Lose - a payment dispute has been accepted, or a challenge has failed. Review - a dispute has been challenged and/or is pending review. Win - a dispute has been successfully challenged.
Updated At	Date and time of the most recent update.
Merchant Reference ID	Identifier for the transaction. Defined by the merchant.
Card's last 4 digits	The last 4 digits of the card number.

Dispute Message Sequences

The message sequence diagrams below describe how information is exchanged between Rapyd, the merchant, the merchant's customers, and the card issuer.

Dispute - Challenge Won

Dispute - Challenge Lost

Dispute - Accepted

Dispute Statuses

The finite state diagram below summarizes the statuses for disputes.

Description of Statuses

Status	Description
ACT	Active - a payment dispute has been sent by the card issuer.
RVW	Review - a dispute has been challenged and/or is pending review.
WIN	Win - a dispute has been successfully challenged.
LOS	Lose - a payment dispute has been accepted, or a challenge has failed.

Categories

Category	Rapyd Dispute Reason	Possible Reason for Dispute
Cardholder Dispute	Cardholder Dispute	Generic cardholder dispute (MC).
Cardholder Dispute	Credit not processed	The customer claims that the purchased product was returned or the transaction was otherwise canceled, but you have not yet provided a refund or credit.
Cardholder Dispute	Goods or Services Not Provided	The customer claims they did not receive the products or services purchased.
Cardholder Dispute	Product unacceptable	The product or service was received but was defective, damaged, or not as described.
Cardholder Dispute	Subscription canceled	The customer claims that you continued to charge them after a subscription was canceled.
Cardholder Dispute	Counterfeit Merchandise	The merchandise was identified as counterfeit by the owner of the intellectual property, a government agency, or a neutral third-party expert.
Fraud	Fraud	The cardholder claims that they didn’t authorize the payment. This can happen if the card was lost or stolen and used to make a fraudulent purchase. It can also happen if the cardholder doesn’t recognize the payment as it appears on the billing statement from their card issuer. Note: This is the most common type of dispute.
Processing Errors	Processing Errors	The cardholder paid twice for the same transaction using two different forms of payment The cardholder’s account has been debited more than once for the same transaction using the same form of payment The cardholder was billed an incorrect amount Cash was not properly dispensed by an ATM The cardholder’s account has been debited more than once for the same ATM transaction The cardholder was billed for loss, theft, or damage in the same transaction as the underlying initial service A dispute regarding POI Currency Conversion (Dynamic Currency Conversion) The cardholder was billed an unreasonable amount (Intra-EEA Transactions, domestic transactions in EEA countries, transactions between an EEA country and Gibraltar or the UK, Gibraltar domestic transactions, and UK domestic transactions). The cardholder paid an improper merchant surcharge (intra-European and inter-European transactions only) The merchant processed a credit (instead of a reversal) to correct an error which resulted in the cardholder experiencing a currency exchange loss.
Authorization	Authorization	Authorization was required but not obtained. The primary account number (PAN) does not exist. The authorization chargeback protection time period had expired for the presentment (meaning seven calendar days for final or undefined authorizations and 30 days for pre-authorizations) and one of the following: For a transaction occurring at a merchant located in the Europe Region, the account was permanently closed before the chargeback was processed For a transaction occurring at a merchant located in any other region, the issuer deemed the account not to be in good standing (a “statused” account) before filing the chargeback A card-not-present authorization was declined by the issuer and subsequently approved through Stand-In processing or X-Code with an approval response as specified in the Authorization Manual with the following exceptions: The issuer generated a decline response that included a value of 02 (Cannot approve at this time, try again later) in DE 48 (Additional Data—Private Use), subelement 84 (Merchant Advice Code). The issuer generated an approval response after previously declining the transaction. The merchant can prove that the cardholder initiated the authorization request.
General	General	This is an uncategorized dispute, so you should contact the customer for additional details to find out why the payment was disputed.

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Documentation