Overview
The most common reasons for disputes are as follows:- Amount discrepancy
- Duplicate/Unauthorized transaction
- Victim of fraud, card theft, or identity theft
- Returned merchandise
- Product/Service not as described or not received
The Dispute case type
The Dispute case provides a place to track customer disputes of transactions that occur. Anytime a customer notifies a FinTech that they would like to dispute a transaction, whether the notification is via phone call, email, or other means in the FinTech’s application, a Dispute case must be created. The Dispute case is used to track the dispute details, lifecycle and events that occur during the investigation into the dispute, including:- Information about the disputed transaction, and reason for the dispute
- Documentation submitted with the dispute (evidence)
- Applicable regulations and timelines
- Dispute status, including dispute actions, dispute credit status, and resolution status
- Dispute-related postings, such as provisional credits, provisional credit reversals, and final credits
- Dispute history
- Related cases (other dispute cases for the same customer)
Card and ACH transaction disputes
Card transactions and ACH transactions are the most common types of transactions that are disputed. However, card transactions are disputed far more frequently than ACH transactions, mainly because cards offer easier, longer, and more common chargeback options for consumers. Conversely, ACH disputes are stricter, require more rigorous documentation, and have a shorter window. This guide explains the dispute process for both types of transactions:- For card transaction disputes, see this guide
- For ACH transaction disputes, see this guide