Submitting a Dispute Response through the Payments Portal

Modified on Mon, 14 Nov, 2022 at 1:15 AM

As a merchant, you can respond to retrieval and (most) first chargeback disputes directly in the Actionstep Payments Portal. To successfully respond to a dispute, you will need to enter your email contact information, add an optional note, and upload supporting documentation & evidence directly in the Portal.

For pre-arbitration disputes, and any first chargeback response that fails to upload in the Portal, please send your representment directly to our Support team. Please include the Case ID or Payrix Transaction ID in your message.

NOTE

Actionstep Payments is currently in Beta testing. If you would like to be part of our Beta testing group, please reach out to Actionstep Support.

How to Submit a Dispute Response in the Portal

Access the Actiontep Payments Portal

To access Actionstep's Payments Portal, open the Actionstep Payments admin page (Admin > Actionstep Payments), then click on Open Payments Portal.

You will be prompted to enter in your login details to the Payment portal to be able to proceed. Your login credentials to the Payment Portal will be different from your normal Actionstep login credentials.

Why do I need a different set of login credentials to access the Payments Portal?

The Payments Portal gives you access to be able to see details about your credit card transactions but also to be able to issue refunds and handle complicated matters like chargebacks. To ensure CDC compliance, we provide this through a third party partner who you will have to access with another set of credentials.

This keeps your information and access more secure and ensures your compliance with regulations.

Once you have logged in, you will be on the Payments Portal dashboard.

Navigate to the Disputes page & Locate the Dispute

On the left hand menu, select Disputes under the Payments header.

On the Disputes page click on the dispute that you would like to respond to. Only disputes that have the Open status can still be responded to.

You can use the tabs at the top of the page to filter disputes by status. By default, the Open tab is selected, and any disputes that appear can still be responded to.

You can also use the search bar to locate the correct dispute by searching for the Payrix Transaction ID, cardholder’s name, or use the search bar filters to pull-up the dispute via a variety of different options.

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Decide How You Would Like to Respond

When you select the Open dispute that you would like to respond to, you will be redirected to that specific dispute’s profile page. At the top of the page, choose the icon for the response action you’d like to take:

Accept Liability

A Merchant can voluntarily concede to a dispute by accepting liability. When a Merchant clicks the Accept Liability button they will be prompted to enter the dollar amount they are conceding to the cardholder. By default, the full disputed amount will be populated, but a Merchant can also concede a partial amount and submit a representment for the remaining disputed funds.

At this point, the disputed funds (that had previously been deducted from the Merchant’s Available Balance) are credited to the cardholder, and the dispute status will update to Closed.

Representment - Respond with Compelling Evidence

If a Merchant chooses to challenge a dispute they have the option to respond with a representment and upload compelling evidence in their defense.

To submit a representment, the Merchant should select the Respond icon located at the top of the dispute’s Portal profile.

Next, in the Respond popup, the Merchant will be prompted to submit their email address in the Contact field, enter optional text to send to the issuing bank in the Note field, as well as upload their compelling evidence by hitting the icon next to the Attach Document field.

You can upload as many compelling evidence documents as you wish, as long as no individual document exceeds 2 MB and your total representment does not exceed 10 MB of uploaded documents.

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Once you have uploaded your representment in its entirety, select Submit Response to send it to the cardholder’s issuing bank.

Once you have submitted yourrepresentment you will not be able to modify or add to it in any way. Therefore, you can upload documents to your response and hit Save For Later if you would still like to add or modify documents before formally submitting the representment.