Disputes occur when a bank reports a transaction. This can be caused by fraud detection, duplicate transactions, cancelled subscriptions, etc. This is often triggered by automated processes, so contesting these disputes is often important to secure your payments. If you use OrderPort Payments, you can view the status of your disputes directly from OrderPort Admin.
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Viewing your disputes
In the OrderPort Admin Dashboard Alerts section, you will see an indication if you have any ongoing disputes. If you see this indicator, you can view your disputes by clicking on the alert.
You can also navigate there manually in OrderPort Admin -> Settings -> Payment Processing.
From here, click the dropdown to the right of your OrderPort Payments account and select Dashboard.
From here, go to the Disputes tab.
Dispute Statuses
There are a few statuses a dispute may have.
X Days to Respond: New disputes will have a status which tell you how much time left you have to submit a response. If you fail to respond in the allotted timeframe, you will automatically lose the dispute.
Under Review: Once a response has been received, payments will be marked as Under Review, until either judged as won or lost.
Lost: You lost the dispute and the transaction was ultimately declined. Each lost dispute incurs a payment processing fee. If a customer has a complaint with a transaction, it is preferrable to conduct a refund than to receive a payment dispute.
Won: You won the dispute after submitting satisfactory evidence and the transaction was completed.
Responding to Disputes
Responses can only be made when the status displays "X Days to Respond". When a dispute arises, you have two responses available. You can either accept or challenge it.
If you accept a dispute, you automatically lose the dispute. You may choose to do this when the dispute has legitimate grounds.
If you challenge a dispute, there is no guarantee of a win or lose outcome. To challenge a dispute, first compile evidence against the dispute. Next, send it all in a single ticket to helpdesk@orderport.net.
Acceptable evidence may include, but is not limited to, your refund policy, proof of customer receipts, order confirmations, signed delivery forms, and proof of purchase.