Disputes in the Marqeta Dashboard

Note
This feature is currently in beta and subject to change. It also requires additional activation steps. To learn more about the Beta program for this feature and about activating it for your program, contact your Marqeta representative.

Use Disputes in the Marqeta Dashboard to:

Create a dispute.
Manage dispute progress.
Transition a dispute.
Create disputes in bulk (Visa only).

For general information on disputes, the dispute lifecycle, chargebacks, and best practices, see About Disputes.

The basics

To manage disputes, log into the Marqeta Dashboard, select Dashboard in the upper-left corner, and then select RiskControl > Disputes from the sidebar. For more on accessing the Marqeta Dashboard, see Accessing the Marqeta Dashboard.

Viewing current disputes

To view the current disputes, select Dashboard in the upper-left corner, and then select RiskControl > Disputes from the sidebar. The current disputes are displayed in the Dispute queue tab.

Default columns are displayed. To modify the displayed columns, see Setting the columns to display and column order.

Column Name	Description
Last modified	Date and time when the dispute case was most recently modified.
Next steps	Action required to move the dispute to the next state.
Case state	Current state of the dispute case: Open, Open action required, Ready, Initiated, or Closed.
Integrated	Indicates whether the dispute is integrated or non-integrated with the card network. - An integrated dispute is directly connected with the card network and is automatically refreshed as the card network makes updates. - A non-integrated dispute is not directly connected with the card network and requires manual handling, such as checking the card network portal and adding manual entries.
Case token	Unique identifier of the dispute case.
Cardholder name	Name of the cardholder who is disputing the transaction.
Business token	Unique identifier of the business.
Transaction token	Original transaction token. This must be the token from a cleared (settled) transaction, not an authorization token.
Dispute reason	Reason for the current dispute state.
Dispute amount	Amount disputed. If the cardholder has disputed only a portion of the original transaction amount, this will be a partial amount.
Next actor	Next actor whose action is required to move the dispute to the next state.
Days to act	Remaining days for a customer to act before losing the capability to act or certain rights related to the transaction.
Network case status	Dispute status of the current network.
Network case number	Reference number provided by the card network (the card network dispute ID).
Case assignee	User assigned to the case.
Currency	Currency of the disputed amount.
Time created	Timestamp of the original transaction. This value is not required to process a dispute, but could prove vital for file grooming and manual dispute review.

Searching for users, businesses, cards, or disputes

Use the Search bar at the top of the view area to search for users, businesses, cards, or dispute cases. You can search for users by account number or user token. For businesses, cards, and dispute cases, search by token. To use the Search bar:

Enter the token in the search box and select Search.

Select the item in the search result below the search box. The requested entity opens in the appropriate area of the Dashboard.

Filtering disputes

You can filter disputes by case state, transaction or cardholder token, dispute amount, case assignee, dispute reason, reason code, actor, or whether a dispute is integrated. You can sort by created time or time modified. To filter disputes:

In RiskControl > Disputes, select Filter table.

Enter the values you want to use for the filter.

Select Filter.

You can also filter disputes by where they are in the dispute lifecycle by selecting which disputes to view from the dropdown box to the right of Filter table box:

All disputes – All current disputes.

Frontend intake – Disputes in the Ready, Open, or Open action required state.

Backend resolution – Disputes that have been sent to the card network.

Closed – Disputes that are resolved and closed.

Setting the columns to display and column order

To customize the column display:

In Dashboard > RiskControl > Disputes, select the gear icon in the upper-right corner of the list, and choose Modify columns.

In Customize Columns, select the columns you want to display.

To change the display order, select and hold the row and move it to the new position.

Choose Save.

To reset the column display, select the Reset table to default option from the gear icon.

Viewing dispute details

In Dispute details, you can update the dispute details, view cardholder information, view a transition history, or mark the dispute case as ready. For details on how to do this, see Managing Dispute Cases.

Note
The specific details displayed vary depending on the current state of the dispute case.

To view dispute details:

Go to Dashboard > RiskControl > Disputes and select the dispute, or select See details from the vertical ellipsis icon at the right of the row. Details are displayed in the Submission details tab.

Dispute details include:

Field	Description
Network case ID	Reference number provided by the card network.
Next actor	The next actor whose action is required to move the dispute to the next state.
Days to act	The remaining days for a customer to act before losing the capability to act or certain rights related to the transaction.
Network case status	For submitted cases, the current state of the dispute on the card network.
Case assignee	The user assigned to the case.
Dispute amount	Amount disputed. If the cardholder has disputed only a portion of the original transaction amount, this will be a partial amount.
Dispute reason	The reason for the dispute.
Purchase description and dispute explanation	Detailed description of the purchase and explanation for the dispute.
Expected receipt date	The expected receipt date.
Expected receipt time	The expected receipt time.
Cardholder canceled prior to the expected date	Indicates whether the cardholder canceled before the expected date.
Cancellation Date	The cancellation date.
Acquirer reference number (ARN)	The acquirer reference number.
Label	Additional information related to resolving the dispute.
Notes	Any useful notes about the transaction.
Transaction details	Any clarifying details about the transaction.
Merchant details	Details of the merchant involved in the transaction.

To see detailed information about the transaction including cardholder information, select the arrow in front of Transaction details to the right of the view area.

To view point-of-sale details, select the arrow in front of Point of Sale details in the lower right.

Viewing related transactions

To view related transactions:

Go to Dashboard > RiskControl > Disputes.

Select the dispute or select See details from the vertical ellipsis icon at the right of the row.

Select the Related transactions tab.

Viewing dispute case transition history

To view a transition history:

In the sidebar, select RiskControl > Disputes.

Select the dispute or select See details from the vertical ellipsis icon at the right of the row.

Select the Transition history tab.

Creating a dispute case

Transactions can be disputed if they are in either a cleared or completion state. When you create a dispute case, you will need to provide dispute details and upload required documents. You can create a dispute case from the Users list or from the Disputes queue. To create a dispute from the Users list:

From the sidebar, select Customers > Users, then select the user. To search for a user, select Filter.

Do either of the following:

Select the Transactions tab. To search for the transaction, select Filter.
Select the Cards tab, select the card from the list of cards, and then select the Card transactions tab. To search for the transaction, select Filter.

Select the vertical ellipsis at the far right of the row and select Dispute.

In the Create dispute work area, select either Full transaction amount if the entire amount is being disputed, or select Other amount and enter the amount being disputed.

For Cardholder contact date, enter the date and time when the cardholder made first contact disputing this transaction.

Note
This datetime is used to determine when provisional credit must be granted. For details on granting provisional credit, see Granting provisional credit. For information on the provisional credit process, see Managing provisional credits.

For Dispute reason, select a dispute reason or enter a reason code. For a list, see Dispute reasons and codes.

Depending on the dispute reason, specify the details of the dispute. Specify the means of payment with sufficient transaction details to allow the merchant to locate the transaction.

In the Notes text box, enter any additional details.

Select Create dispute.

To continue with the case, select Continue. To return to Transactions or Card Transactions, select Return to transactions.

To create a new dispute from the Disputes queue:

From the sidebar, select RiskControl > Disputes.

Select Create manual case in the upper right corner, enter the token for the transaction you would like to dispute, and select Continue.

In the Create dispute work area, select either Full transaction amount if the entire amount is being disputed, or select Other amount and enter the amount being disputed.

For Cardholder contact date, enter the date and time when the cardholder made first contact disputing this transaction.

For Dispute reason, select a dispute reason or enter a reason code. For a list, see Dispute reasons and codes.

Depending on the dispute reason, specify the details of the dispute. Specify the means of payment with sufficient transaction details to allow the merchant to locate the transaction.

In the Notes text box, enter any additional details.

Select Create dispute.

Creating dispute cases in bulk

With bulk uploads you can upload multiple cases using a bulk file in .xlxs format that contains the information for each case. Bulk uploads bypass the typical dispute creation process, moving the case state directly to the initiated state. Because records in a bulk file must conform to exact file formatting, using bulk uploads may require additional maintenance. After dispute cases are successfully uploaded in a bulk file, each case can be managed using the procedures described in Managing dispute cases.

Note
Only Visa fraud and authentication disputes can be submitted in bulk. All other disputes must be individually created and submitted, as described in Creating a dispute case.

To submit dispute cases in bulk:

Download the template.
Create the bulk upload file.
Create the object rows.
Upload the file.
View the failure report.

Each of these steps is described in detail in the following sections.

Download the template

To download the template:

In Dashboard > RiskControl > Disputes, select Bulk upload.

Under .xlsx templates, select Chargeback.

Create the bulk upload file

Using the template, create and populate your upload file. When naming your upload files, avoid special characters and spaces in the filename. Use unique filenames. You cannot upload the same file with the same name multiple times. Include only Fraud and Authorization disputes in the file. For each dispute, include the clearing transaction token in the TRANSACTION_TOKEN field. All fields are required. Smaller files result in faster upload times. The file must include the following fields:

Field	Description
TRANSACTION_TOKEN	Original transaction token. This must be the token from a cleared (settled) transaction, not an authorization token.
CREATED_AT	Timestamp of the original transaction. This is not required to process a dispute, but could prove vital for file grooming and manual dispute review.
DISPUTE_AMOUNT	Amount disputed. If the cardholder wants to dispute only a portion of the original transaction amount, include the partial amount here along with a reason in the `DISPUTE_AMOUNT_CHANGE_REASON` column. Note: Do not include any special characters such as a currency symbol. Format: 00.00
REASON_CODE	Reason code, which can be one of the following, regardless of the card network: `NOT_AUTHORIZED_CARD_PRESENT`, `NOT_AUTHORIZED_CARD_ABSENT`, `NO_AUTHORIZATION`
MERCHANT_NAME	Name of the merchant. This may be useful for researching dispute details, and can be obtained from the authorization event type in the `card_acceptor` object of the Webhooks endpoint.
DISPUTE_ACTION	The required action — either `CHARGEBACK_CREDIT` or `CHARGEBACK_NO_CREDIT`.
DISPUTE_AMOUNT_CHANGE_REASON	Note explaining the reason for disputing an amount less than the original transaction amount. If the disputed amount is less than the original transaction amount, this reason is required by the card network.
CHIP_ON_CARD	Indicate if a chip was present on the card.
PROGRAM_SHORT_CODE	The program short code.

Upload the file

To upload the bulk file:

In Dashboard > RiskControl > Disputes > Bulk upload, select Browse and choose a bulk upload file that conforms to the .xlxs template.

Select Upload. The upload process may take several minutes.

If an Unable to upload file error message appears during the upload process, wait a few minutes and try again.

View the failure report

After the Marqeta platform processes your bulk upload file, it generates a failure report containing your complete request along with relevant data for each record in the file. Depending on the size of the upload file, the report may take several minutes to generate. Completed files appear under Bulk upload history. After uploading a file, select Refresh periodically to see if your uploads have completed. Download the failure report to view any disputes that failed to upload. If the report file is empty, no failures have occurred for that upload. To view a report:

In Dashboard > RiskControl > Disputes, select the Bulk upload tab.

Select the Download report link in the Failure Report column. If you do not see the link for the uploaded file, select Refresh and check back after 20 to 30 minutes.

Open the downloaded file. The filename is prefixed with REJECTED-, followed by the datetime of the upload, and concatenated to the upload filename, for example, REJECTED-2021-01-19-192915_myuploadfilename. The following information is returned in the .xlxs file for each transaction that failed from the uploaded bulk file:

Field	Description
TRANSACTION_TOKEN	Original transaction token from a cleared (settled) transaction.
TRANSACTION_ID	Transaction ID of the transaction being disputed.
CREATED_AT	Timestamp of the original transaction.
REASON_CODE	Reason code, which can be one of the following, regardless of the card network: `NOT_AUTHORIZED_CARD_PRESENT`, `NOT_AUTHORIZED_CARD_ABSENT`, `NO_AUTHORIZATION`
DISPUTE_AMOUNT	Amount disputed, which may be a portion of the original transaction amount.
DISPUTE_AMOUNT_CHANGE_REASON	Note explaining the reason for disputing an amount less than the original transaction amount. If the disputed amount is less than the original transaction amount, this reason is required by the card network.
MEMO	Additional information that was provided in the upload file.
FAILURE_REASON	The reason that this transaction failed to successfully load.

Recovering from unsuccessful uploads

If any disputes have not successfully uploaded from the bulk file, either include these in a new upload file, ensuring that all required information is included and correctly formatted, or manually create the case as described in Creating a dispute case.

Managing dispute cases

After you have created a case, you need to provide any additional information required and move the case along the case timeline to the next case state until the case is resolved. The following are the case states from when the case is opened until it is closed:

Open	The case has been created.
Open action required	The case has been created and requires action before it is ready to be submitted to the card network.
Ready	The case is ready to be submitted to the card network.
Initiated	The case has been submitted to the card network for a decision.
Closed	The case has been resolved and closed.

The current state appears in the State column in the Disputes Queue.

Transitioning a dispute case

The following general steps allow you to enter all the required information, gather the required documents, and submit the case to the card network:

Review for associated transactions (Visa only).
Upload required documentation.
Confirm case details and set the case to Ready.
Submit the case to the card network.
Close the case.

The following sections provide details for each step.

Review for associated transactions (Visa only)

The associated transaction table displays any transactions that the card network has listed as possibly associated with the current dispute. Up to 500 transactions are displayed from the card network. To review associated transactions that may be duplicates and withdraw them:

In the Disputes tab of Dispute details, select Review associated transactions. Transactions that appear to be similar to the dispute information are displayed under Review associated transactions. These are transactions that have a transaction type that are the same as the original transaction.

Select any associated transactions. Scroll down to view additional transactions, if necessary.

If any transactions in the list represent a refund associated with this dispute, select those transactions and select Withdraw and close to withdraw those disputes.

If there are no associated transactions, select These transactions are not associated.

If the transaction type is credit, provide any useful information in Explanation of credit.

Upload required documentation

Upload any documents related to the case. If a case is submitted without the required documentation, the case could be lost. If a non-Visa method of payment was used, upload documents detailing payment by other means such as a bank statement, canceled check, or receipt. To upload documents:

In Dispute details, select Upload related documents.

For each document, select Upload and locate the document. An image of each uploaded document is displayed.

Confirm case details

In this step, confirm case details and get the case ready to submit to the card network. Specify any details that were not specified, incomplete, or incorrect, including the means of payment with sufficient transaction details to allow the merchant to locate the transaction. To confirm the case details:

In Dispute Details, select Confirm dispute details, and enter or edit the details as appropriate.

For any duplicate transactions, choose the reason for the duplication:

Same merchant on the same card
Same merchant on a different Visa card owned by the same issuer/cardholder
Same merchant, but paid by other means

For partial disputes—that is, if the disputed amount less than the transaction amount—ensure that relevant documents are loaded and enter the disputed amount.

Select Mark as ready.

Respond to a prearbitration request

Prearbitration allows the cardholder and the merchant to provide further information about the dispute. It also allows the cardholder to submit a second dispute if the initial dispute was rejected. You can accept liability or submit a response. For additional details, see Prearbitration. To accept liability:

In Dashboard > Disputes, select the dispute.

In the Backend resolution tab, select Accept liability to accept the liability and submit your response.

To submit a response:

In Dashboard > Disputes, select the dispute.

In the Backend resolution tab, select Respond to prearbitration.

In the Prearbitration response dropdown pane, enter the details of your response.

Select Attach files and upload any related files pertinent to the prearbitration.

Select Submit prearbitration response.

Submit the case to the card network

For a case that is in a Ready state, you can send it to the card network by choosing Submit to network in the upper-right corner. You can also submit a case from the Dispute Queue:

Select Dashboard in the upper-left corner, then select RiskControl > Disputes from the sidebar.

Select the vertical ellipsis icon at the right of the row, and choose Submit to network.

If updates are not syncing correctly with the card network, then this dispute can be converted to a non-integrated case.

Close the case

Once you have received a decision from the card network and the case is resolved, you can close the case. To close the case, select Close case.

Reopening a case

If a case has been closed but needs to be reopened. To reopen a case:

Select Dashboard in the upper-left corner, then select RiskControl > Disputes from the sidebar.

From the vertical ellipsis at the right the dispute row, select Reopen case.

Granting provisional credit

When you create a dispute, if provisional credit is applicable, the provisional credit status is displayed at the top of the work area. In addition to the status, the dashboard provides a message describing the action required and a link to perform the action. Provisional status can be:

Status	Description
Not granted	The provisional credit has not been granted.
Granted	The provisional credit was granted.
Permanent	The provisional credit has been made permanent. If the 45-day time limit to resolve a case expires, the provisional credit is made permanent, with funds transferred from the program funding source, and the case is written off.

If provisional credit is required but has not been granted, Provisional credit status with the number of days remaining to issue the credit and a link to issue the credit are displayed at the top of the work area: You have 10 days left to grant a provisional credit for this case. Click here to issue To issue the provisional credit:

Select Click here to issue. A message similar to the following is displayed:
You are about to issue a \$300 USD provisional credit for this case. Ensure that the credit amount is correct.

Select Confirm.
The following message is displayed:

You are about to submit the case to the card network. Ensure that all information provided is correct before submitting. Transition note (optional)

Select Submit. The status is changed to Granted.

The 45-day time limit to resolve this case has expired. The provisional credit will be made permanent, with funds transferred from the program funding source.

Viewing the chargeback report

You can view a chargeback report in the Marqeta Dashboard Reports area. To access the report:

Select Dashboard in the upper-left corner, then select Reports from the sidebar.

Select the Risk Monitoring — Chargebacks report.

The dashboard allows you to customize your report to include multiple data fields related to the status of your disputes. For more about viewing reports, see Reports.

Dispute reasons and codes

The available dispute reasons and reason codes are given below per card network:

Dispute Reason	Reason Codes
EMV liability shift counterfeit fraud	Visa 10.1
EMV liability shift non counterfeit fraud	Visa 10.2
Not authorized card present	Visa 10.3, Mast 4837, Disc 4537
Not authorized card absent	Visa 10.4, Mast 4837, Disc 4868
No authorization	Visa 11.3, Mast 4808
Late presentment	Visa 12.1, Disc 4542
Incorrect transaction code	Visa 12.2, Mast 4846
Incorrect currency	Visa 12.3
Incorrect account number	Visa 12.4
Incorrect transaction amount	Visa 12.5
Duplicate Processing/Paid by Other Means	Visa 12.6
Service not provided merchandise not received	Visa 13.1, Disc 4555
Cancelled recurring transaction	Visa 13.2, Disc 4541
Credit not processed	Visa 13.6, Disc 4560
Cancelled services	Visa 13.7
Non receipt of cash	Visa 13.9, Mast 4859, Disc 4590
Other disputes	N/A

Reporting fraud

The Visa network requires issuers and programs to report fraud to the card network regardless of the amount. Whenever a cardholder reports fraud, a subsequent fraud report must be created with the card network. Noncompliance with network rules results in fines and suspension of the ability to process chargebacks.

Ways to report fraud

The following are ways you can report fraud:

Create a fraud report for one specific instance using the Marqeta Dashboard as described below in Reporting fraud individually.
Create fraud reports for a set of transactions within a network using bulk upload as described below in Reporting fraud in bulk.
For the Visa network, initiate a chargeback.

For all chargebacks initiated with a fraud reason code, the Cases system automatically files a fraud report with Visa.

Fraud types

Here are Visa guidelines for selecting the correct fraud type for reporting:

Fraud Type	Description
Lost	The cardholder is not in possession of the card and does not know what happened to it.
Stolen	The cardholder is not in possession of the card and does not know what happened to it.
Card not received as issued	The card was mailed but not received by the cardholder.
Fraud application	The account was opened based on the true name or synthetic cardholder information.
Issuer report counterfeit	The cardholder is in possession of the card. Card present transactions have occurred that were not made by the cardholder.
Miscellaneous	Cannot be categorized under another Fraud type, such as but not limited to: - Multiple draft imprints obtained unlawfully from a legitimate card. - Unauthorized alterations to a sales draft.
Fraudulent use of account number	The account number was used in the non-face-to-face environment (Card Not Present) including mail order, telephone order, recurring payments, installments, and eCommerce (internet) transactions.
Incorrect processing	Fraudulent transaction was made possible due to incorrect processing. This type identifies situations in which inadequate validation of a security element was the factor that enabled fraud to occur. For example: - Fraudulent EMV transaction resulting from a lack of cryptogram validation. - Vulnerabilities in the implementation of EMV may allow a perpetrator to use a chip card with fake cryptograms. - Fraudulent transaction on a magnetic stripe transaction resulting from lack of Card Verification Value (CVV) validation.
Account or credential takeover	Fraud resulted from the perpetrator taking over an account or credentials from a legitimate client. For example: - Use of personally identifiable information (PII) to circumvent the issuer’s authentication process or cardholder’s stolen credentials for requesting a new bank-issued card for fraudulent use. - Fraudulent use of card data and PII to circumvent the issuer’s authentication process and enable provisioning of the payment card onto a mobile device or digital wallet, which is subsequently used for fraudulent purchases. - Fraudulent use of the cardholder’s digital wallet via stolen user credentials (for example, mobile passcode or wallet login information).
Merchant misrepresentation	Fraud resulting from a merchant deliberately misleading the account holder. For example: - A merchant fraudulently selling items that are not as they seem or substandard, charging more than anticipated or for a longer term. - A merchant charging for a service that the consumer can get for free through another channel for the purpose of conducting fraudulent activity.
Manipulation of account holder	Fraud resulting from a merchant manipulating an account holder into completing what they believe to be a legitimate transaction. This fraud type has been added to support Visa Direct and European PSD2 regulations. For example: - The account holder was manipulated into sending funds to a fraudulent beneficiary when the sender believed they would gain fictitious riches or help an individual in distress, a struggling business, or to pay medical fees. - A perpetrator contacted the sender to impersonate a known supplier, trusted organization, or business in order to request a change of payment details for a transaction or to request a payment to a fraudulent account.

Reporting fraud individually

To report fraud in bulk from the Marqeta Dashboard:

Select Dashboard in the upper-left corner, then select RiskControl > Disputes from the sidebar.

Select Create manual case, enter the token for the transaction you would like to dispute, and select Continue.

Select Fraud Report if you are only reporting fraud and not creating chargeback.

From the Fraud type dropdown, select the type of fraud you are reporting. See Fraud types.

In the Notes text box, enter any freeform text as needed.

Select Create to submit the report to Visa. Once the fraud report is submitted to Visa, Marqeta automatically closes the case.

Reporting fraud in bulk

With bulk uploads you can upload multiple fraud cases using a bulk file in .xlxs format that contains the information for each fraud case. Because records in a bulk file must conform to exact file formatting, using bulk uploads may require additional maintenance.

Note
Only Visa fraud disputes can be submitted in bulk.

To submit dispute cases in bulk:

Download the template.
Create the bulk upload file.
Create the object rows.
Upload the file.
View the failure report.

Each of these steps is described in detail in the following sections.

Download the template

To download the template:

In Dashboard > RiskControl > Disputes, select Bulk upload.

Under .xlsx templates, select Fraud report.

Create the bulk upload file

Using the template, create and populate your upload file. When naming your upload files, avoid special characters and spaces in the filename. Use unique filenames. You cannot upload the same file with the same name multiple times. Include only Fraud disputes in the file. For each dispute, include the clearing transaction token in the TRANSACTION_TOKEN field. All fields are required. Smaller files result in faster upload times. The file must include the following fields:

Field	Description
TRANSACTION_TOKEN	Original transaction token. This must be the token from a cleared (settled) transaction, not an authorization token.
DISPUTE_AMOUNT	Amount disputed. Note: Do not include any special characters such as a currency symbol. Format: 00.00
REASON_CODE	Use `FRAUD_REPORT`.
FRAUD_TYPE	The type of fraud detected. See Fraud types.
PROGRAM_SHORT_CODE	Your program short code.

Upload the file

To upload the bulk file:

In Dashboard > RiskControl > Disputes > Bulk upload, select Browse and choose a bulk upload file that conforms to the .xlxs template.

Select Upload. The upload process may take several minutes.

If an Unable to upload file error message appears during the upload process, wait a few minutes then try again.

Rejection from the Visa network for Compelling Evidence 3.0-enabled merchants

If the merchant is enabled for compelling evidence 3.0, and there are at least two historic transactions that meet the Remedy Prior Undisputed transaction criteria, rejection from the card network can happen at two points in the dispute workflow:

Pre-dispute
Post-dispute

For additional details, see Rejection from the Visa network in Managing Visa Disputes.

Pre-dispute rejects

If a rejection happens in this case, you will see one of the following errors when you attempt to initiate the dispute with the card network. These disputes move to Open Action Required.

Error Code	Message	Meaning and Expected User Action
E-900003544	Dispute is invalid as prior transactions were detected for this merchant with the same data elements (IP Address, Device ID, etc.). Neither of these transactions were reported as fraud activity to Visa. This transaction will not be counted as a fraud activity.	Remedy Prior Undisputed Transactions conditions have been met—that is, the merchant has signed up for Remedy Prior Undisputed transactions and there are at least two historical transactions (120-365 days old), which establishes the undisputed transaction history between the merchant and the cardholder. There are no dispute rights on this transaction. You can mark these disputes as Program Write-off, or Case Lost. If you have enough evidence that the dispute was rejected incorrectly, you can request an exception review, with an additional fee.
E-900003545	This dispute is still processing and please resubmit.	Indicates that the merchant has signed up for Compelling Evidence 3.0 and Visa is attempting to retrieve the Compelling Evidence 3.0 data from the merchant. You can attempt to resubmit these disputes after a brief waiting period.
E-900003543	Dispute is invalid as it was qualified under the Visa Remedy criteria. This transaction will not be counted as a fraud activity.	Appears if you attempt to raise a 10.4 dispute against a transaction that already had a fraud dispute reject due to Compelling Evidence 3.0 (E-900003544). The chargeback cannot be initiated with the card network.

Post-dispute rejects

Merchants can provide Compelling Evidence 3.0 data during prearbitration of a 10.4 dispute. In this case, the dashboard displays the prearbitration reason as RE (Remedy Prior Undisputed transaction), along with historic data that establishes undisputed transaction history between the merchant and the cardholder. You can either accept liability or respond to the prearbitration after reviewing the Compelling Evidence 3.0 data. If you decline prearbitration, sufficient evidence should be provided to dispute the Compelling Evidence 3.0 data.

Guides

​The basics

​How to…

​Viewing current disputes

​Searching for users, businesses, cards, or disputes

​Filtering disputes

​Setting the columns to display and column order

​Viewing dispute details

​Viewing related transactions

​Viewing dispute case transition history

​Creating a dispute case

​Creating dispute cases in bulk

​Download the template

​Create the bulk upload file

​Upload the file

​View the failure report

​Recovering from unsuccessful uploads

​Managing dispute cases

​Transitioning a dispute case

​Review for associated transactions (Visa only)

​Upload required documentation

​Confirm case details

​Respond to a prearbitration request

​Submit the case to the card network

​Close the case

​Reopening a case

​Granting provisional credit

​Viewing the chargeback report

​Dispute reasons and codes

​Reporting fraud

​Ways to report fraud

​Fraud types

​Reporting fraud individually

​Reporting fraud in bulk

​Download the template

​Create the bulk upload file

​Upload the file

​Rejection from the Visa network for Compelling Evidence 3.0-enabled merchants

​Pre-dispute rejects

​Post-dispute rejects

The basics

How to…

Viewing current disputes

Searching for users, businesses, cards, or disputes

Filtering disputes

Setting the columns to display and column order

Viewing dispute details

Viewing related transactions

Viewing dispute case transition history

Creating a dispute case

Creating dispute cases in bulk

Download the template

Create the bulk upload file

Upload the file

View the failure report

Recovering from unsuccessful uploads

Managing dispute cases

Transitioning a dispute case

Review for associated transactions (Visa only)

Upload required documentation

Confirm case details

Respond to a prearbitration request

Submit the case to the card network

Close the case

Reopening a case

Granting provisional credit

Viewing the chargeback report

Dispute reasons and codes

Reporting fraud

Ways to report fraud

Fraud types

Reporting fraud individually

Reporting fraud in bulk

Download the template

Create the bulk upload file

Upload the file

Rejection from the Visa network for Compelling Evidence 3.0-enabled merchants

Pre-dispute rejects

Post-dispute rejects