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Follow the case.
Plain-language definitions for the terms merchants encounter in dispute operations.
Find a term
12 results
Chargeback
A formal card payment dispute that can reverse the transaction through the card network. Check your processor’s case record for the status and response deadline.
Inquiry
A request for information that can precede a formal chargeback. An inquiry can escalate, so track its outcome and any new response requirement.
Representment
The process of submitting a merchant’s response and supporting evidence to challenge a chargeback.
Reason code
A code used to describe the dispute category. The applicable category helps determine what evidence is relevant.
Descriptor
The payment name a cardholder sees on a statement. A recognizable descriptor can help customers identify a purchase.
Issuer
The financial institution that issued the customer’s card and generally reviews the dispute outcome through the card-network process.
Acquirer
The financial institution that enables the merchant to accept card payments and participates in the payment and dispute process.
Evidence packet
The relevant records and explanation assembled to address a specific claim. Requirements depend on the case and processor.
Submission coverage
A defined share of eligible cases for which a response was submitted. State the eligibility rule and period when reporting it.
Win rate
The proportion of a defined group of cases recorded as won. Always specify the denominator and treatment of pending cases.
Net recovery
Recovered amounts after the costs included in your calculation. Specify fees, currencies and accounting treatment.
Pre-dispute alert
A notification that may create a chance to resolve an eligible issue before a formal chargeback. Coverage and handling depend on the alert service.