Disputes

Disputes can appear in several areas of the app.

The dashboard can show a notice telling you that there is one dispute, or more than one dispute, to respond to.

Disputes are shown in the Disputes tab in the Payments area.

On payment detail, a disputed payment can show:

• Payment disputed
• Disputed
• View dispute
• Dispute
• Disputed amount
• Dispute ID
• Dispute status
• Reason
• Evidence due by

If New dispute or Dispute outcome notifications are enabled, selecting the notification opens the relevant dispute detail where possible.

To view disputes:

1. Navigate to Payments
2. Select the Disputes tab
3. Select a dispute to view the Dispute detail page

The Disputes tab shows each dispute with its amount, created date, dispute status, and required action.

The list updates when it is refreshed. If the latest dispute details cannot be loaded, the app can show "The latest dispute details could not be loaded. The details shown may be out of date."

Use Filter by dispute status to view disputes with selected statuses.

Dispute statuses can include:

• Needs response
• Under review
• Won
• Lost
• Prevented
• Warning needs response
• Warning under review
• Warning closed
• Unknown

Use date filtering to narrow the dispute list by created date.

If no disputes match the selected filters, remove the filters or refresh the Disputes tab.

The Dispute detail page shows the information available for a dispute.

Dispute detail can include:

• Dispute ID
• Created date and time
• Reason
• Disputed amount
• Transaction refundable
• Evidence due by
• Dispute outcome
• Dispute fees
• Payment
• Customer information, where available
• Till / Products, where available
• Card information, where available
• Dispute metadata
• Payment metadata

If Payment details are not available for this dispute. is shown, the app cannot currently show related payment detail for that dispute.

If No till or product details are available for this dispute. is shown, the dispute does not currently include till or product context in the app.

If a dispute requires a response, the dispute row or detail page can show Respond to dispute.

To respond to a dispute:

1. Navigate to Payments
2. Select the Disputes tab
3. Select the dispute
4. Select Respond to dispute
5. Review the Counter dispute page
6. Enter or upload the evidence needed for the dispute
7. Select Save draft to save the evidence without submitting it
8. Select Submit evidence when the response is ready to submit

Use Save draft to save an evidence response before submitting it.

Evidence drafts can include text, files, and the Include the ShopWired Pay receipt automatically setting.

The app can show:

• Draft when evidence has been saved but not submitted
• Submitted when evidence has been submitted
• Prefilled when evidence has been filled from available payment information
• Recommended where an evidence field is recommended for the dispute reason
• Evidence draft saved. when a draft has been saved successfully

If a draft has changed since it was opened, the app can show Load latest draft. Load the latest draft before saving or submitting again.

The Counter dispute page groups evidence into sections.

Evidence sections can include:

• Customer
• Purchase
• Shipping
• Service and digital access
• Refund and cancellation
• Duplicate charge
• Supporting documents

Evidence fields can include customer details, billing address, product description, service date, refund policy information, delivery information, duplicate charge information, customer communication, and supporting documents.

Use Choose file to attach a file to an evidence field that accepts files.

Evidence files must be 4.5 MB or smaller per file. Evidence files uploaded in one save or submit action must be 9 MB or smaller in total.

If a file is selected but not yet saved, the app can show Ready to save. Payment receipts are covered in receipts.

The Receipt evidence section controls whether the ShopWired Pay receipt is included with the dispute response.

When Include the ShopWired Pay receipt automatically is selected, the receipt is generated and attached when the response is submitted.

The receipt does not appear as an uploaded file before submission.

The receipt can show:

• ShopWired Pay receipt
• Will attach

The app can show Evidence locked when evidence cannot be edited or submitted.

Evidence can be locked when:

• The dispute is no longer accepting evidence
• The Evidence due by date has passed
• Evidence has already been submitted

If evidence is locked, refresh the dispute detail to check the latest dispute status and outcome.

If accepting a dispute is available, the dispute detail page can show Accept dispute.

Accepting a dispute means that no evidence will be submitted and the dispute is accepted as lost.

Before the action is completed, the app shows Accept dispute? and asks for confirmation.

If the app shows Accept dispute failed, refresh the dispute detail and check whether the dispute still accepts actions.

The Dispute fees section can show fees related to the dispute.

Fees can include:

• Dispute fee
• Dispute countered fee

If the app shows a Dispute countered fee notice, review the amount before responding to the dispute.

For open disputes, the app can show an Important notice explaining that the original transaction amount has been deducted from your ShopWired Pay balance while the dispute outcome is pending.

The Dispute outcome section shows the latest outcome or lifecycle state available for the dispute.

Outcome states can include:

• Needs response
• Accepted by merchant
• Evidence submitted
• Under review
• Won
• Lost
• Closed
• Prevented
• Unknown

The What happens next section explains the next available step or expected status update.

Where available, Decision timeframe shows estimated timing for the issuer's decision.

The dispute outcome is decided by the cardholder's issuing bank. ShopWired Pay does not decide whether a dispute is won or lost.

The Payment section shows the related payment where available.

Use View payment to open the related payment detail.

The Transaction refundable row shows whether the transaction is currently marked as refundable.

The app can send notifications for:

• New dispute
• Dispute outcome

When a notification is selected, the app opens the dispute detail if the notification can be matched to a dispute.

If the dispute cannot be opened directly, navigate to the Disputes tab and refresh the list.

If an expected dispute does not appear:

1. Refresh the Disputes tab
2. Remove any status or date filters
3. Check the related payment detail, if known
4. Refresh the related payment detail

If the dispute still cannot be found, check early fraud warnings and contact ShopWired Pay support. Include the payment reference, disputed amount, currency, and any notification or dashboard notice shown in the app.

If evidence cannot be saved:

1. Check whether Evidence locked is shown
2. Check whether the Evidence due by date has passed
3. Check whether any file is larger than 4.5 MB
4. Check whether the files uploaded in one action are larger than 9 MB in total
5. Select Load latest draft if the app says the draft has changed
6. Try Save draft again

If the problem continues, contact ShopWired Pay support. Include the dispute ID, evidence status, and any message shown in the app.

If evidence cannot be submitted:

1. Refresh the dispute detail
2. Check whether Evidence locked is shown
3. Check whether the Evidence due by date has passed
4. Check that the response includes evidence
5. Select Load latest draft if the app says the draft has changed
6. Try Submit evidence again

If the problem continues, contact ShopWired Pay support. Include the dispute ID, evidence status, and any message shown in the app.

If the latest dispute outcome is not available, refresh the dispute detail later.

Do not accept the dispute, submit evidence, refund the related payment, or release goods until the current dispute status and payment status are clear.