Managing Disputes in DecoPay

When you operate an online store, you may come across disputes by customers about charges to their accounts due to misunderstandings, some sort of issue with the product, or even fraud. Disputes, also known as chargebacks, occur when a customer contacts their bank to challenge a charge on their account. When this happens, the transaction is temporarily placed on hold until the dispute is resolved. As a DecoPay user in DecoNetwork, you can manage and respond to disputes directly from the platform. This tutorial will guide you through the steps of managing a dispute.

1. Browse to Admin > Settings > Payment Methods.

   

   

   The Payment Methods page will be displayed.

   

   Click the image to enlarge.

2. Click on the Configure DecoPay button.

   The DecoPay configuration page will be displayed.

   

   Click the image to enlarge.

3. Click on the View Disputes link.

   The Disputes screen will be displayed.

   

   Click the image to enlarge.

4. Click on the Edit button next to the dispute you want to respond to.

   The Manage Dispute screen will be displayed.

   

   Click the image to enlarge.

5. Respond to the dispute.

   Assess the dispute details and decide on the appropriate response. You can either challenge the dispute by submitting evidence or accept liability by conceding the dispute.

   • Submit Evidence

     To submit evidence, scroll down to the Evidence section and tick the checkboxes of the type of evidence you want to submit. Click on the Edit button beside the evidence type you have ticked. This will bring up a popup window allowing you to select items to attach (such as emails and receipts), enter any evidential details, and upload files supporting your position.

     Once you have, supplied your evidence, click on the Submit Evidence button to submit the evidence to the issuing financial institution.

   • Concede Dispute

     If you assess that the dispute is legitimate, you can choose to concede the dispute. Click on the Concede Dispute button. A confirmation popup will be displayed.

     

     Click Concede Dispute to confirm. Note that once you concede, the dispute, it cannot be reversed.

6. Click Save.