Defending a dispute in Vista Payments

Defend a dispute in Vista Payments if you have evidence that a customer's transaction is valid. If you choose to defend the chargeback, the dispute will move through the entire chargeback cycle, which can be a lengthy and costly process.

Note: A fee is charged for every defended chargeback. We recommend responding only when you have clear and compelling evidence.

Before you begin

Only Mastercard and Visa chargebacks with applicable reason codes can be disputed in Vista Payments. For dispute reasons or payments not covered, contact Vista.

For dispute material to qualify, you must upload it within the given timeframe, and it should meet the requirements of the reason code.

Steps

1. Go to Vista Payments > Disputes.
2. Select a dispute from your list.
3. Review the dispute's information and click Defend chargeback.
4. Select the reason you're defending the chargeback.
5. Click Continue.

6. Upload the required defence material.

   Warning! Once you submit your dispute defence, no changes can be made to your defence material.

7. Click Submit.

The status of the dispute will change to Pending while your defence is reviewed. 

For any assistance with a dispute, contact Vista.

Important! Vista is not responsible if issuers rule in favour of the cardholder.

See also:

• Disputes in Vista Payments
• Dispute reason codes for Vista Payments
• Defence requirements for disputes in Vista Payments