Dispute Manager Overview
Description: Learn general information about the Dispute Manager feature in the Shift4 Customer Hub.
Availability: United States, Canada, Europe
To watch more how-to videos, visit our video section.
Dispute Manager allows merchants to view and respond to disputes with the needed evidence.
The dispute manager also provides information on the dispute resolution process, including dates and dispute status throughout.
All actions in Dispute Manager must be completed by the merchant. Shift4 resources are not allowed to complete these actions.
Working on a Case in the Dispute Manager
- In the Customer Hub, under Transactions on the left navigation menu, go to the Disputes sub-item.
- You can adjust the viewable time period; it defaults to the last 90 days.
- Users can view all the chargebacks received under the "Need response" section. They need the merchant's attention and review, as well as the number of days left to act on the dispute.
Users can choose a dispute, select it, and they will see the following page.
Together with all the dispute information and the original transaction information, the user can either accept the dispute or respond to it.
If the user decides to respond to a chargeback, they enter this screen, where they can add additional evidence and upload any required documentation, including receipts, signatures, and other documents.
In the "In Review" queue, responded-to chargebacks will appear. The status indicates that the chargeback is reviewed by the issuing bank.
Users can review the submitted evidence at any time.
Note: If you have a question regarding an ongoing Dispute, please contact chargeback@shift4.com.