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The following link will be to the Business Track website that you can use to dispute charge-backs.

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  1. Once on the welcome page for the “Dispute Manager tool”, you will be able to download

  • The Dispute Manager-User Guide

  • The Merchant Dispute Guide

  • The Retrieval/Inquiry (RT) and Chargebacks (CB) Reason Code Listing

*You will also be able to view scheduled maintenance outages, system requirements, get online help, and view a demo.

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If you have pop up blockers enabled you will need to go into your browser to adjust your settings.

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Under the Welcome Tab-Quick Links there are guides and requirements such as:

  • The Dispute Manager User Guide-This is a complete guide of using this system which includes definitions and screenshots.

  • The Merchant Dispute Guide-This guide provides a walkthrough of the dispute guide and provides examples for each chargeback retrieval listing code, documents to upload, how it happens, and tips to avoid future chargebacks.

  • The RT and CB Reason Code Listing-This is a quick reference guide to obtain the exact reason for the chargeback based on the reason code number associated with it.

  • Scheduled Maintenance Outages-Here you can view the dates/times of scheduled maintenance outages.

  • System Requirements-This will list off each of the browsers required to operate the tool.

  • Online Help-This is an index of the Dispute Manager to help with navigation.

  • Demo-This is a demo video to follow along with or refresh memory on how to operate the tool.

Info

You will also notice the Bulletins tab which will provide updates from the card networks and Fiserv, system updates, and production issues. This will also house any important reminders related to inquires and disputes. It is important to review the bulletins tab regularly to stay up to date on dispute related changes in the fast paced payments industry.

  1. Next look at the Ques Tab. The Que selector allows you to select and expand specific queues to view cases and messages within that queue.

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  • Section 1 This is where most of the information you need to know will be. You can view the status code and the status of the case you are reviewing. Status codes include OUTSTANDING, ACCEPTED, EXPIRED, CLOSED , CREDIT ISSUED OR CHALLENGED. The Case Number is the number assigned to the dispute. If faxing or mailing any documentation it is important that this case number is on every single page. You will also see the Cardholder Member, the Chargeback Reason Code, Merchant Name, Merchant Number, MCC or Merchant Category Code, and Dispute Jurisdiction (association rules being used). You can view the Due Date which is important because all documentation must be submitted by this date. The Transaction Date indicates when the transaction was settled. The Card Product Type(Visa, Mastercard, Discover, or American Express) information is also available under Section 1. This section also shows the Chargeback amount, Transaction amount, Foreign account, and Pre Dispute information.

*The Chargeback amount and the Transaction amount can differ if only part of the amount is being disputed or if it is a foreign card that has an exchange rate.

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  • Section 2 provides more details about the case such as;

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The Merchant Due Date is when all documentation must be returned to merchant services to satisfy network timeframes.

*Anything received after this date may not be accepted by the issuing bank. Merchant services will send the information but the bank is not obligated to accept it past the due date listed.

The Financial Disposition Date is the date the transaction amount was requested to be pulled from your account as a result of the dispute.

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