Managing Disputes

This article explains how merchants can manage disputes for transactions processed through the POS MID, including those from online ordering, catering, and other non-POS channels.

You can view and manage disputes from two areas in the Dashboard:

• Go to Payments → Disputes

• Displays disputes across all products (POS + eCommerce) and all locations.

• Recommended for merchants with multiple locations or product types.

• Click Switch Locations in the upper left corner and select your location.

• Go to Payments → Disputes

• Displays only POS disputes for the selected location.

• Displays both active and historical disputes.

• Sorted by urgency—disputes requiring immediate action appear at the top.

• Due Date: The deadline to respond. If missed, the dispute is automatically accepted and funds are forfeited.

• Needs Response: Action required

• In Review: Submitted and under review

• Won: Merchant won the dispute

• Lost: Merchant lost the dispute

• Accepted: Merchant accepted the dispute

Click Get Started to open the dispute detail page. You can choose one of the following actions:

• Indicates a refund has already been issued.

• Upload refund details and supporting documents.

• Optional: Add a rebuttal statement.

• Indicates agreement with the dispute.

• Funds remain with the diner.

• A confirmation pop-up will appear before submission.

• Used when you believe the dispute is invalid.

• Upload supporting evidence (e.g., receipt, return policy).

• Add a rebuttal statement.

• Submit for review.

You’ll receive email notifications at key stages:

1. New Dispute Notification
   Includes dispute details and due date. (Example)

2. Reminder Notification
   Sent if no action is taken and the due date is within 7 days. (Example)

3. Action Confirmation
   Sent after you submit a response. 

4. Final Outcome Notification
   Indicates whether the dispute was won or lost, and any recovered amount. (Example)

• Dispute Won Example

• Dispute Lost Example

Q: What types of transactions are included in disputes?
A: All transactions processed via the shared POS MID, including POS, online ordering, catering, merchandise, gift cards, and events.

Q: Are disputes available for non-POS customers?
A: No. Dispute management is currently limited to POS customers.

Q: Can merchants receive help writing rebuttals?
A: Yes. A sample rebuttal template is in development to help merchants craft effective responses.

Q: How long does it take to receive a decision from the issuing bank?
A: Typically within 75 days, though it may be sooner.

Q: What happens if the merchant misses the dispute response deadline?
A: The dispute is automatically accepted, and the diner retains the funds.

Q: Can merchants upload evidence directly in the Dashboard?
A: Yes, but all supporting documents must be uploaded manually.