Click the ‘Queues’ link in the navigation bar on the left side of the screen.
From the queues page, confirm that you are viewing “My Work Queue.” By default, this table will display the cases in order of date received and highest dollar amount.
Your latest Disputes will appear at the top of the table on the Queues Landing page.
You may also sort this by Case Type to respond to Chargeback cases first.
You may also sort this list by due date to respond to expiring cases.
On opening a case using the Actions button, you will see a Win Probability percentage near the top right corner. This indicator is only an estimation of the potential outcome of a chargeback dispute based on your historical chargeback results and does not guarantee any outcome or result. Higher the number, the more likely you may win the case, if you challenge the dispute case.
You can respond to a chargeback from two places inside of Disputes: My Work Queue or the Case Details Page.
From My Work Queue:
Find the table row that contains the case you want to respond to.
On the far right side of the row, click the “Actions” dropdown.
From the dropdown options, choose “Accept” or “Challenge”.
You will be taken to the first step of responding to the chargeback. Follow the prompts until you reach the final submission step.
From the Case Details Page:
Click the “Take Action” button in the top right of the screen.
Choose either “Accept” or “Challenge”
A panel will open at the top of the page with your next steps.
From My Work Queue, you can locate the case within the table and click the “Actions” button located on the far right side of the row. Click “Accept” from the dropdown menu.
Alternatively, you can open the Case Details page for the dispute in question and click the “Take Action” button located in the top right corner. Click “Accept” from the dropdown menu.
In both cases, an Accept Liability panel will open with important information for you to review. If you agree, click the blue “Accept” button in the bottom right of the panel.
Add notes, if desired.
Click the blue “Submit” button in the bottom right corner of the panel.
All documents are visible in the Case Timeline located below the transaction details on the Case Details page. To quickly access the files:
Open the Case Details page for the dispute in question.
Locate the “Show in Timeline” filter to the left of the case timeline.
Select the “Documents” filter.
In the timeline, locate and click the filename of the document you wish to view.
The document will open in an overlay where you can view it in the browser. You can also open the document in a new window or download it to your personal hard drive.
The Probability Score is a number displayed as a percentage near the top right corner of your Case Details page. This indicator is a computer generated projection of the potential outcome of a chargeback dispute based on your historical chargeback results.
A green number with a smiling face icon indicates a high probability of winning.
An orange number with a neutral face icon indicates a moderate probability of winning.
A red number with a frowning face icon indicates a poor probability of winning.
Please note that the Win Probability score is only an estimate and does not guarantee any outcome or result.
A summary of the case details is displayed on the Case Details Page. To view more details, click the “View More Details” button located below the “Transaction Overview” panel.
The barcode on your notification letter serves as a unique identifier for your individual case. When you submit faxes that contain the barcode, the system will automatically route your response to the appropriate workspace within Disputes Management.
We highly recommend that when faxing documentation back to Global Payments, you place the notification with the barcode first and any subsequent documents next. This will allow our systems to quickly and efficiently match your documents to the open case.
If you are responding to multiple cases in one fax, make sure the pages of the fax are in the proper order. Start with one single case barcode followed immediately by that case’s related documents, then the next case barcode and those case’s related documents. This will ensure that the documents are submitted in association with the correct case.
The fastest option is to submit your receipt(s) through the Disputes Portal. For detailed instructions, please see How do I upload documents to reply to a chargeback case?
You can fax your receipt(s) to Global Payments using the following numbers:
AP - 6622 1334
UK - 0345 641 5807
US and CAN - 443-394-1915
Every case inside Disputes Management has an indicator on the top left corner of the Case Details page that lets you know how many days you have left to respond. The date is also displayed in My Work Queue under the “Due Date” column.
For most cases the deadline usually falls within 25 days, however this number can vary based on the card brand. For best results, you are encouraged to respond to each dispute case as soon as you can collect all the supporting information to do so. An earlier response increases the time available to complete any follow-up tasks that may be required to resolve your case before the final deadline is reached.
If you do not respond to a case, it will eventually move to the ‘Closed’ work queue. In this situation the following consequences apply:
If a Retrieval Request, PreArbitration, PreCompliance, or Good Faith Collection case moves to a Closed status in the Cases tab, you can no longer respond to it.
If a Chargeback case moves to a ‘Closed’ status in the Cases tab, you can respond to it, but since the timeframe has passed, Global Payments will be pursuing the case on your behalf on a “best effort” basis.
Please Note that the Due Dates on the Portal may differ from the Due Dates on the letters sent to you by Global Payments, as the dates take into consideration the time required for mailing versus responding online. If you are responding to a case through the Portal, use the Due Date date that is provided by the Portal.
Documents can be uploaded when you challenge a case.
In the top right corner of the Case Details page, click the “Take Action” button.
From the dropdown, select “Challenge”
Drag and drop your files into the upload box, or use the “Browse Computer” link to select them from your hard drive.
After the file has uploaded, click the “Next” button on the bottom right of the panel.
Add comments if desired.
Submit your challenge for review.
You can add comments to a chargeback when you respond to a case.
Open the Case Details Page of the case in question.
Click the “Take Action” button in the top right corner.
Click “Accept” or “Challenge”
After completing the first step of accepting liability or challenging by submitting documentation, you will be presented with a text area in which you can leave a comment for Global Payments to review.
If you are unsure on what types of documents to submit, you can check the Reason Code Advisor inside Disputes.
Open the Case Details page of the dispute in question.
In the top bar, locate the Reason Code and click on the (?) icon next to the alphanumeric number.
In the panel that opens, locate the “How should I respond?” section for more details on what types of documents to submit in your challenge.