Disputes in the Dashboard (Beta)
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:
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Create a dispute.
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Manage dispute progress.
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Transition a dispute.
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Create and manage disputes in bulk.
For general information on disputes, the dispute lifecycle, chargebacks, and best practices, see About Disputes.
The basics
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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.
How to…
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Viewing current disputes
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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.
| Field | Description |
|---|---|
Last modified |
The date and time when the dispute case was most recently modified. |
Next steps |
The action required to move the dispute to the next state. |
Case state |
The 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 network. An integrated dispute is directly connected with the network and is be automatically updated as the network makes updates. A non-integrated dispute is not directly connected with the network and requires manual handling, such as checking the network portal and adding manual entries. |
Case token |
The token identifying the dispute case. |
Cardholder name |
The name of the cardholder who is disputing the transaction. |
Business token |
The token identifying the business. |
Transaction token |
Original transaction token. This must be the token from a cleared (settled) transaction, not an authorization token. |
Dispute reason |
The 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 |
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 |
The current network dispute status. |
Network case number |
The reference number provided by the network (the network dispute ID). |
Case assignee |
The user assigned to the case. |
Currency |
The currency of the disputed amount. |
Time created |
Timestamp of the original transaction. This 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
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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:
Filtering disputes
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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:
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In RiskControl > Disputes, select Filter table.
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Enter the values you want to use for the filter.
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Select Filter.
You can also filter disputes by where they are in the dispute lifecycle by selecting which disputes to view from the drop-down box to the right of Filter table box:
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All disputes - All current disputes.
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Frontend intake - Disputes in the Ready, Open, or Open action required state.
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Backend resolution - Disputes that have been sent to the network.
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Resolved - Disputes that are resolved.
Setting the columns to display and column order
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To customize the column display:
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In Dashboard > RiskControl > Disputes, select the gear icon in the upper-right corner of the list, and choose Modify columns.
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In Customize Columns, select the columns you want to display.
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To change the display order, select and hold the row and move it to the new position.
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Choose Save.
To reset the column display, select the Reset table to default option from the gear icon.
Viewing dispute details
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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:
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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
The reference number provided by the 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 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.
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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.
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To view point-of-sale details, select the arrow in front of Point of Sale details in the lower right.
Viewing related transactions
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Viewing dispute case transition history
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Creating a dispute case
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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:
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From the sidebar, select Customers > Users, then select the user. To search for a user, select Filter.
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Do either of the following:
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Select the Transactions tab. To search for the transaction, select Filter.
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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.
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Select vertical ellipsis at the far right of the row and select Dispute.
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Select either Full transaction amount if the entire amount is being disputed, or select Other amount and enter the amount being disputed.
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Select a dispute reason or enter a reason code.
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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.
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Select Create dispute.
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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:
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From the sidebar, select RiskControl > Disputes.
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Select Create manual case, enter the token for the transaction you would like to dispute, and select Continue.
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Select either Full transaction amount if the entire amount is being disputed, or select Other amount and enter the amount being disputed.
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Select a dispute reason or enter a reason code.
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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.
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Select Create dispute.
Creating dispute cases in bulk
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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:
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Download the template.
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Create the bulk upload file.
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Create the object rows.
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Upload the file.
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View the failure report.
Each of these steps is described in detail in the following sections.
Download the template
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To download the template:
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In Dashboard > RiskControl > Disputes, select Bulk upload.
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Under .xlsx templates, select Chargeback.
Create the bulk upload file
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Using the template, create and populate your upload file. When naming your upload files, avoid special characters and spaces in the file name. Use unique file names. 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 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:
|
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 |
DISPUTE_ACTION |
The required action—either |
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 network. |
CHIP_ON_CARD |
Indicate if a chip was present on the card. |
PROGRAM_SHORT_CODE |
The program short code. |
Upload the file
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To upload the bulk file:
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In Dashboard > RiskControl > Disputes > Bulk upload, select Browse and choose a bulk upload file that conforms to the .xlxs template.
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Select Upload. The upload process may take several minutes.
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If an Unable to upload file error message appears during the upload process, wait a few minutes and try again.
View the failure report
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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:
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In Dashboard > RiskControl > Disputes, select the Bulk upload tab.
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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.
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Open the downloaded file. The file name is prefixed with
REJECTED-, followed by the datetime of the upload, and concatenated to the upload file name. 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:
|
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 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
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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
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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 network. |
Ready |
The case is ready to be submitted to the network. |
Initiated |
The case has been submitted to the 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
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The following general steps allow you to enter all the required information, gather the required documents, and submit the case to the network:
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Review for associated transactions (Visa only).
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Upload required documentation.
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Confirm case details and set the case to Ready.
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Submit the case to the network.
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Close the case.
The following sections provide details for each step.
Review for associated transactions (Visa only)
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The associated transaction table displays any transactions that the network has listed as possibly associated with the current dispute. Up to 500 transactions are displayed from the network.
To review associated transactions that may be duplicates and withdraw them:
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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.
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Select any associated transactions. Scroll down to view additional transactions, if necessary.
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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.
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If there are no associated transactions, select These transactions are not associated.
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If the transaction type is credit, provide any useful information in Explanation of credit.
Upload required documentation
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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:
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In Dispute details, select Upload related documents.
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For each document, select Upload and locate the document. An image of each uploaded document is displayed.
Confirm case details
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In this step, confirm case details and get the case ready to submit to the 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:
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In Dispute Details, select Confirm dispute details, and enter or edit the details as appropriate.
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For any duplicate transactions, choose the reason for the duplication:
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Same merchant on the same card
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Same merchant on a different Visa card owned by the same Issuer/Cardholder
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Same merchant but paid by other means
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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.
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Select Mark as ready.
Submit the case to the network
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For a case that is in a Ready state, you can send it to the network by choosing Submit to network in the upper-right corner.
You can also submit a case from the Dispute Queue:
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Select Dashboard in the upper-left corner, then select RiskControl > Disputes from the sidebar.
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Select the vertical ellipsis icon at the right of the row, and choose Submit to network.
Close the case
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Once you have received a decision from the network and the case is resolved, you can close the case. To close the case, select Close case.
Reopening a case
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If a case has been closed but needs to be reopened. To reopen a case:
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Select Dashboard in the upper-left corner, then select RiskControl > Disputes from the sidebar.
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From the vertical ellipsis at the right the dispute row, select Reopen case.
Viewing the chargeback report
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You can view a chargeback report in the Marqeta Dashboard Reports area. To access the report:
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Select Dashboard in the upper-left corner, then select Reportss from the sidebar.
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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.
Reporting fraud
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The Visa network requires issuers and programs to report fraud to the network regardless of the amount. Whenever a cardholder reports fraud, a subsequent fraud report must to be created with the network. Noncompliance with network rules results in fines and suspension of the ability to process chargebacks.
Ways to report fraud
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The following are ways you can report fraud:
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Create a fraud report for one specific instance using the Marqeta Dashboard as described below in Reporting fraud individually.
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Create fraud reports for a set of transactions within a network using bulk upload as described below in Reporting fraud in bulk.
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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
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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. |
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. |
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. |
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. |
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. |
Reporting fraud individually
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To report fraud in bulk from the Marqeta Dashboard:
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Select Dashboard in the upper-left corner, then select RiskControl > Disputes from the sidebar.
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Select Create manual case, enter the token for the transaction you would like to dispute, and select Continue.
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Select Fraud Report if you are only reporting fraud and not creating chargeback.
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From the Fraud type dropdown, select the type of fraud you are reporting. See Fraud types.
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In the Notes text box, enter any freeform text as needed.
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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
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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:
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Download the template.
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Create the bulk upload file.
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Create the object rows.
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Upload the file.
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View the failure report.
Each of these steps is described in detail in the following sections.
Download the template
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To download the template:
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In Dashboard > RiskControl > Disputes, select Bulk upload.
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Under .xlsx templates, select Fraud report.
Create the bulk upload file
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Using the template, create and populate your upload file. When naming your upload files, avoid special characters and spaces in the file name. Use unique file names. 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_TYPE |
The fraud type. See Fraud types. |
PROGRAM_SHORT_CODE |
Your program short code. |
Upload the file
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To upload the bulk file:
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In Dashboard > RiskControl > Disputes > Bulk upload, select Browse and choose a bulk upload file that conforms to the .xlxs template.
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Select Upload. The upload process may take several minutes.
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If an Unable to upload file error message appears during the upload process, wait a few minutes and try again.
Rejection from the Visa network for Compelling Evidence 3.0-enabled merchants
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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 network can happen at two points in the dispute workflow:
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Pre-dispute
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Post-dispute
For additional details, see Rejection from the Visa network in Managing Visa Disputes.
Pre-dispute rejects
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If a rejection happens in this case, you will see one of the following errors when you attempt to initiate the dispute with the 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 network. |
Post-dispute rejects
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Merchants can provide Compelling Evidence 3.0 data during pre-arbitration of a 10.4 dispute. In this case, the dashboard displays the pre-arbitration 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 pre-arbitration after reviewing the Compelling Evidence 3.0 data. If you decline pre-arbitration, sufficient evidence should be provided to dispute the Compelling Evidence 3.0 data.