Disputes Application Overview

• How do I access Dispute Management?

  You can access the Disputes Management Application at https://disputes.globalpay.com/

  • If you have an existing Merchant Portal account, log in with your current credentials.

  • If you do not have a Merchant Portal account, click “Sign Up Now” and follow the prompts. For detailed instructions, visit our Merchant Portal Getting Started Guide.

• I have just received a notification with a case number. Where do I search for this case?

  1. Type the case number into the search box in the white bar at the top of the screen.
     
     
     
     

  2. Click the “in case number” row in the drop down panel.
     
     
     
     

  3. You can also click the “Case Search” link in the navigation bar on the left side of the screen.
     
     
     
     

  4. Type the case number into the “Case Number” field in the search form.
     
     
     
     

  5. Click the blue “Apply” button at the bottom right corner of the form.
     
     
     
     

• What are the different statuses of a case?

  • Merchant Response Needed - Open cases that need your attention in order to be resolved.

  • Pending Internal Review - Open cases that are under review by Global Payments. You can view them but they do not need any action from you.

  • Request For More Information - Open cases that have been received by Global Payments, and require you provide more information.

  • Closed - Cases that have been resolved and can no longer be actioned in any way.

• How do I know I have received a new dispute?

  You will receive a notification when there is a new dispute case that needs addressing. The documentation you receive will have information about the dispute as well a unique barcode identifier that will help identify your case when you submit it for processing. For more information, see Why does my notification letter have a barcode?

  There are also a few ways to check for new cases using the Merchant Portal.

  1. Within the Disputes Application, all new cases will automatically appear at the top of My Work Queue. 

  2. Within the Reporting Application, you can run a Chargeback or Retrievals Received Report.

• Where do I find my latest Disputes cases?

  1. Login to the Global Payments Disputes application at https://disputes.globalpay.com.
     

  2. Click the ‘Queues’ link in the navigation bar on the left side of the screen.
     
     
     
     

  3. You should see “My Work Queue” displayed on the queues page. If you do not, use the dropdown next to the “Queues” title at the top of the page to navigate there. By default, your latest Disputes will appear at the top of the “My Work Queue” table. You can also use the “Received Date” column sorter to assure they are displaying in order.