A dispute occurs when a cardholder disputes a payment and contacts their card issuer to initiate a chargeback. Disputes can be categorised into the following groups:
- Fraud
- Consumer disputes
- Processing errors
- Authorisation
Whether a payment can be disputed depends on the payment method. Credit card payments are disputable, whereas bank transfers are not.
Important! Our payments partner Adyen handles the dispute process on our behalf. However, contact Vista for assistance throughout this process.
Before you begin
Before you manage disputes, it's important to:
-
Understand the dispute process for covered payment methods. See our payment partner Adyen's dispute process guides for Mastercard and Visa.
Note: The above guides are for reference only. Contact Vista if you have any questions or issues throughout the dispute process.
- Be familiar with dispute reason codes to understand the type of dispute, depending on the payment method.
- Understand that each type of dispute requires different defence documents.
- Know the timeframe you must submit the required documents in.
One you understand the dispute process, you are ready to accept or defend a dispute.
Important! Vista is not responsible if issuers rule in favour of the cardholder.
See also:
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