Responding to Disputes

When a cardholder has filed a dispute against a payment, Jupico then receives an alert of this dispute, which we in turn notify you directly via email. You can also see your latest disputes in the Jupico Backoffice portal by going to the "Disputes" tab.

When you receive a dispute notification, you will need to decide if you want to proceed with challenging or accepting the dispute. If you would like to challenge the dispute, you will need to take action to resolve it before the deadline (usually 7 to 21 days depending on the card network). If you choose not to respond, you will automatically lose the dispute and can’t retrieve the disputed funds.

What should you do when you receive a dispute notification from Jupico?

1. Review the dispute reason code

When you get a dispute, you can see the corresponding reason code within the notification. Each dispute reason code specifies different response requirements and recommendations to effectively address the cardholder’s claim.

1. Understand the complaint

Within the dispute notification, there will be transaction details for the disputed transaction. You should then reference those details in your online system to locate the transaction.

From here, you should be able to review all the documentation you have on the disputed transaction and determine if the transaction is valid or not.

Additionally, if you have a way to contact the customer, we recommend contacting them. This might give you insight to better understand the complaint and help you decide how to proceed. You should always keep a record of all communication with your customers during this process, as it provides evidence to submit with their response.

1. Challenge or accept the dispute

Once you have reviewed all the details and have a better understanding of the complaint, you will need to decide whether to challenge or accept the dispute. You should consider the following in your determination:

• Examine all available evidence, including order details, payment receipts, and any communication records with the customer. By analyzing this documentation, you can decide whether there is sufficient proof to challenge the validity of the chargeback.

  • In cases where there is clear and compelling evidence of fraudulent activity, accepting the chargeback is the best course of action. These chargebacks are legitimate, and attempting to reverse them through representment could be a waste of time and resources.

• See if you can convince the customer to withdraw their dispute if you can resolve their complaint amicably.

  • For example, you could offer credit for a future purchase for your business/services.

• Accessing the financial impact of challenging or accepting the dispute, considering factors such as the transaction amount and the likelihood of successfully overturning the chargeback.

• Consider the long-term implications of these decisions for your business.

  • If you accept all or most chargebacks, bad actors committing intentional chargeback fraud are more likely to victimize you again. You could even gain a reputation among fraudsters as an easy target for this type of fraud.

To challenge: Reply to the dispute email with all required documentation. To accept: No action is needed; funds will not be recovered.

Questions or need more explanation please email our Support Team at [email protected].