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This tutorial walks you through how to locate a transaction and create a dispute case in the Disputes portal. The Disputes portal is the Marqeta dispute management platform for handling dispute cases from initial filing through final resolution. By the end of this tutorial, you will have an active case ready to manage in the dispute lifecycle.

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Prerequisites

To create a dispute in the Disputes portal, you must have the following:
  • Access to the Disputes portal and an active sign-in.
  • The transaction token, name of the user, or number of the card associated with the transaction you want to dispute.
Creating disputes might require specific roles or permissions in the Disputes portal. Confirm your access level with your administrator if you don’t see the options described below.

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Finding the transaction you want to dispute

You can find the transaction want to dispute using one of the following ways:
  • Searching the transaction directly using the transaction token.
  • Looking up all transactions for a specified user.
  • Looking up all transactions for a specified card.

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Looking up the transaction using a transaction token

From the left navigation menu, click Single Dispute under the Create Case section. The Create a single dispute screen appears.
Create a single dispute screen
In the Transaction token field, enter or paste the token for the disputed transaction, then click Search. The Disputes portal retrieves the transaction details and displays them in the side panel on the right. This transaction panel shows key details, including the token, type, amount, currency, and created time. Use it to confirm that you’ve selected the correct transaction before continuing.

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Looking up transactions for a user

You can create a dispute by finding the cardholder first and selecting from their transactions.
Look up disputes cases from a specific user screen
1
From the left navigation menu, click User Details under Cardholder Search.
2
Enter the search parameters you have for the user.
3
Click Search. The Disputes portal returns a list of matching users.
4
Click the user of interest. The next screen loads a list of all disputable transactions for that user.
5
Click Dispute Transaction on the transaction you want to dispute.

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Looking up transactions for a card

You can also create a dispute by searching for a card and selecting from its transactions.
Look up disputes cases from a specific card screen
1
From the left navigation menu, click Card Details under Cardholder Search.
2
Enter the card’s last four digits or full PAN.
3
Click Search. The Disputes portal returns a list of matching cards.
4
Click the card of interest. The next screen loads a list of all disputable transactions made with that card.
5
Click Dispute Transaction on the transaction you want to dispute.

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Choosing your dispute creation method

After the transaction loads, the dispute creation form appears. Select the method that best fits your situation:
  • Questionnaire — Creates the dispute through a step-by-step questionnaire. The guided questions determine the card network reason code automatically. This method is best for guided dispute creation when you need detailed prompts.
  • Fraud only — Reports fraud without initiating a chargeback. This method is best for fraud reporting that doesn’t require immediate chargeback action.

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Creating the dispute case

Work through the selected method, answering each prompt with the details of the dispute. When you’re finished, submit your answers to the Disputes portal. The Disputes portal then:
  • Creates a new dispute case.
  • Directs you to the Dispute Lifecycle tab so you can continue managing the case.
  • Adds the case to your case views for tracking and follow-up.

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Next steps

Your dispute case is now active. From here, you can:
  • Review case details and monitor provisional credit deadlines in the Dispute Lifecycle tab.
  • Upload supporting files in the Documents tab.
  • Track every action on the case in the Activity tab.

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Bulk disputes

Administrators can also create disputes in bulk for specific scenarios. Contact your administrator if you need to create multiple disputes at once.

Related topics

Creating a DisputeDisputes in the Marqeta DashboardCreate, Submit, and Manage a DisputeDisputes Sandbox OverviewDisputes (PULSE)