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What is the dispute process?

A Cardholder can initiate a dispute by calling their Bank. The Issuing bank will forward the dispute to the Card Brand(MasterCard, Visa, Discover or Amex) who in turn will send it to the Acquirer that processed the transaction. The Acquirer will check the validity of this dispute and forward it to the merchant that processed the transaction. If the merchant challenges the dispute by submitting supporting documents, the Acquirer will then send it back to the Card Brands who will pass it on to the Issuing bank. If the Issuing bank accepts the documents, the merchant is credited (if previously debited) and the dispute process is closed. However the Issuing bank can continue the process  using other dispute stages like Arbitrations. If the merchant does not respond to the initial chargeback or decides to Accept Liability, the merchant is debited and the dispute process is completed. There is no financial impact for Retrieval Requests, but it follows the same process as a Chargeback.

A Dispute Case can be created when there is a question or disagreement about one of your payment card transactions - for example, if a cardholder does not recognize an item listed on their credit card bill, or if a cardholder does not agree with an amount that was charged to their card.

A Dispute Case will involve some or all of the following parties:

Cardholder A customer using a payment card to purchase goods or services.
Issuing Bank The bank that issued the card to the cardholder. Also known as "Card Scheme" or "Scheme"
Card Association Visa, MasterCard, AMEX, Discover, and so on. Also known as "Issuer" or "Bank".
Acquirer The institution that processes card payments on behalf of the merchant. For example, Global Payments. Also known as "Acquiring Bank."
Merchant The organization accepting payments by payment card, in exchange for goods or services.

Dispute Cases contain information such as transaction data; supporting documents from the various parties; correspondence sent to the merchant or issuing bank; and case data, such as records of the decisions that were taken to resolve the disputes.

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