The following link will be to the Business Track website that you can use to dispute charge-backschargebacks.
https://www.businesstrack.com/manage/landing
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Next, you will be prompted to enter a security code for added security. You will receive the security code by email that is registered with your User ID.
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For security purposes you will receive a security code every time you login to Business Track. |
From the dashboard page locate the “Disputes” column on the right side. Select the “Small Business Dispute Management” tab. This will allow you to respond to chargebacks and retrievals with workflow management tools.
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After selecting the “Small Business Dispute Management” tab you will see Actions Required, In progressProgress, and closed disputesClosed Disputes. You will have the option to search for a dispute using a case number and be able to filter your disputes.
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For Larger clients you can use the “Advanced Dispute Management” to access the queue-based management dispute tool. |
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Once on the welcome page for the “Dispute Manager tool”, you will be able to download
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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.
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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. |
Next, look at the Queues Tab. The Queue selector allows you to select and expand specific queues to view cases and messages within that queue.
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The work tracker section will display all of the cases that have been worked on prior to the cut-off time for the process date. You are able to hover over the Process Date to view that cut-off time.
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Icons can vary based on the dispute status of each case. A green arrow with black lettering indicates that the case has been selected and acknowledged. A red star with red lettering indicates an expired case. A red star with black lettering indicates that the chargeback has not been worked on.
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The Request Date- This shows the date that merchant services notified of the dispute.
The Due Date- This shows the deadline to challenge the case if a response is provided.
The Case Number- This is the unique number assigned to the case.
The Card Number- This is the number of the card used in the disputed transaction.
The MCC or Merchant Category Code- Shows the category of your business such as a restaurant or retail.
The Work Type- This indicates what stage the chargeback is in, whether it’s the first chargeback, second chargeback, or pre-arbitration.
The Dispute Amount- This is the amount of the dispute.
The RC or Reason Code- This will indicate the reason code associated with the dispute.
The Status Code- This will show whether the dispute is open, outstanding or expired.
Document- Lastly, the Document column will tell you if there is any documentation for the dispute.
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Case View- This shows you all the cases for the merchant.
Merchant View- This shows you all the cases sorted by each location.
Transaction View- This sorts the chargebacks by each transaction.
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If searching for a specific case using the case number please note that you must select Work This Case in order to change the status of the case. You will not have to select Work This Case if selected from the Que as it will automatically open for you. Anytime you are finished looking at a particular case select the Release tab.
It’s very important to release the case and do not click the X button or close out of the window without clicking the Release tab as this will lock you and others out of the case for 4-6 hours. This means that no one will be able to work the case which can
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affect meeting timeframes.
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Next, we have the Case Files window showing the Output Package and the Merchant Supplied folders.
The Output Package folder contains an electronic copy of any documentation related to this case. This will give you information about the case that you can use when researching or challenging the dispute. This folder can also contain written notice from the cardholder describing why they disputed the transaction as well as bank documentation supporting the dispute.
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*Refer to the Dispute Best Practices Guide for tips on challenging disputes.
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The Four sections of the Chargeback Information window are indicated by the gold number icons 1-4 or by using the scroll bar on the right side.
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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;
The Chargeback Cycle to see if it is a First Chargeback or Pre Arbitration.
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There will also be a Customer Service Contact which can be used to call if any questions arise.
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Section 3 will show the incoming chargeback reason code, a message from the issuing bank, and two dates, the Merchant Due Date and the Financial Disposition Date.
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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Section 4 gives the same information as viewed in Section 3 but for EXCEPTION CASES such as pre-arbitration and arbitration.
Taking a look at the blue tabs below you will see the User Notes tab where the merchant can input documentation to rebuttal a dispute. *By clicking the green arrow to the left of the date column you can open the note to read all of the notes available.
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