It is important to keep a close eye on dispute activity to make sure you are responding to all cases in a timely manner.
- Click Merchant Portal in the left sidebar (desktop) or hamburger menu (mobile) or click here.
- A new window will open with the login page for your merchant account.
- Enter the username and password for your Merchant Portal Login. This is different than the primary login you use to access Project 2 Payment. (See Why two logins? for more information)
- Click the Log In button.
- Go to Disputes in the left sidebar.
- Locate the dispute you wish to view and click Dispute Details.
The Disputes section is organized in 5 sections so you can quickly see if action needs to be taken.
- View All - A list of all your disputes over the life of your account both open and closed.
- Needs Response - Anything listed in this section needs your attention. The ball is currently in your court and everything is on hold until you respond. You can either submit a response to content the dispute or accept liability to expedite closing the case in the cardholder's favor. Pay special attention to the Respond By date if you are fighting the case!
- In Review - No action necessary, but the case is still open. The processor has your information and they are making their decision.
- Won - Your response has been reviewed and the case is awarded in your favor, which means the dispute has been reversed.
- Lost - Your response has been reviewed, but the evidence was not strong enough and they sided with the cardholder.
Click Dispute Details to see important information such as a timeline, the status, and case details including your responses.
The Status will tell you if the case is open or closed and, if closed, whether you won or lost.
- New notifications are unread.
- Once you click on the dispute to view details, the case will be marked as read. If you do not have time to respond now and you want to come back later, click the Mark as Unread button so the dispute will appear as a "new" notification the next time you login to the portal.
- Use the Column View button to customize the columns that appear in your view. Return to the default view anytime or save custom views.