---
title: "Listing Disputes"
source_url: https://docs.rapyd.net/en/listing-disputes.html
lang: en
---

# 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

1. Sign in as described in [Accessing the Client Portal](https://docs.rapyd.net/en/accessing-the-client-portal.md "Accessing the Client Portal") and navigate to **Collect** > **Review & Protect** > **Disputes**.

   The **Disputes** page appears.

   ![64808c87b354c.png](image/img-57f202b6a456dee1172e0e92f479457f.png)

**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](https://docs.rapyd.net/en/glossary.md#UUID-945d98cf-adae-e1cf-2606-c7fae8b4a7e1_unix_time "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-challenged-by-client---win.svg](image/img-a26d557c70918f29c465cdbeb3825da6.svg)

Dispute - Challenge Lost

![dispute-challenged-by-client---lose.svg](image/img-df41c04d7a43a04a20972e44e99c57db.svg)

Dispute - Accepted

![dispute-accepted-by-client.svg](image/img-dc5594ef3c7e11a07580040f27cc5194.svg)

### Dispute Statuses

The finite state diagram below summarizes the statuses for disputes.

![dispute.svg](image/img-a751dfae0c6d9ee14893c2d48cea9a7c.svg)

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. |