Chargeback portal user guide

Chargeback portal user guide

This guide will walk you through how to manage your chargebacks and disputes using our online portal. Follow the links below to jump to the area you need or read the guide in full.

Log into the portal

View your disputed transactions

This guide will walk you through how to manage your chargebacks and disputes using our online portal. Follow the links below to jump to the area you need or read the guide in full.

Due by

This is the deadline you need to respond by if you want to provide evidence to address the dispute.

Reason

This is the reason code raised by the cardholder’s bank. You can find a full list of them on our dealing with chargebacks page

Case ID

This is the unique reference assigned by Barclaycard to the specific dispute case.

Original transaction

This is the total value of the transaction that would be on your copy of the merchant receipt.

Chargeback amount

This is the specific amount that the chargeback has been raised for. This value could reflect either the total amount that the cardholder was charged, or a portion of what the cardholder was charged, or sometimes a larger amount due to exchange rate variances.

Merchant reference

This may contain a reference from either your payment service or gateway provider, or may be generated by your in-house system (for example, using your customer’s policy number or account number).

Type

This shows which stage the dispute has reached.

Here are the chargeback types you might see:

First chargeback

 Second chargeback

Reversal

Retrieval

Pre-arbitration

Arbitration

Pre-compliance

Compliance

Collection

Status

This tells you the status of the dispute case being displayed. Here are the statuses you might see:

Open – the ‘due by’ date hasn’t passed and you can still respond to the dispute.

Submitted – you’ve already submitted evidence in response to the dispute.

Accepted – you’ve chosen not to respond to the dispute. If you change your mind, you can still respond to the dispute if the due date hasn’t passed.

Expired – the ‘due by’ date has passed, and you’re no longer able to respond with evidence via the portal*.

*If you want to Respond to a dispute which has expired, please fax us your evidence to 0300 020 0176, and we will endeavour to process your request. To avoid accidentally allowing chargebacks to expire, we recommend you check the portal for any disputes on a daily basis.

You can view up to three months of disputed transaction history on screen at any one time. To see up to 12 months of disputed transactions, use the export function (see the section on manage your disputes for details)

View summary

Manage your disputes

Getting more information on a dispute case can help you decide whether to accept or respond in order to address the dispute. To do this:

Click on the dispute line item to expand the row, which reveals more information about the case.

To submit evidence in order to address the dispute, click ‘Respond’.

If you don’t want to respond to the dispute, click ‘Accept’.

View chargeback details

Tips to help

Hovering over the information icon (i) will show you more information on what the fields mean.

If you change your mind, or click accept by mistake, you can still respond to the dispute if the due date hasn’t passed. To do this, view your accepted disputes using the ‘View’ dropdown and selecting ‘Accepted’. From there you can respond to the dispute, as before.

See here for an explanation of what the Keying Indicators, ECI, CSC and AVS mean

How to respond to a dispute

To address the dispute, you’ll need to upload your evidence file(s) to the portal. Here’s how:

Click ‘Respond’ on a disputed case. This will bring up a dialogue box with instructions on how to upload your supporting evidence.

Browse for the relevant evidence file on your computer, select and upload it to the system.

Click ‘Submit evidence’ once the files have finished uploading.

how to respond to a dispute
How to respond to a dispute
How to respond to a dispute

Tips to help

The following file restrictions apply when uploading evidence to the portal, per case

File formats allowed: .pdf, .doc, .docx, .tif, .tiff .jpeg, .jpg

Maximum amount of documents to upload: 5 files

Maximum file size per attachment: 5MB

Maximum upload size for all attachments: 15MB

Please make sure you mask any customer PANs (the 16-digit card number on the front of the card) when submitting evidence, in the interest of cardholder security.

Please also be aware that once you’ve submitted evidence to us via the portal, you won’t be able to view, amend or upload more evidence for that dispute case within the portal.

If you need to amend any evidence, please fax us on 0300 020 0176 with the updated evidence documents (including a note which explains the error), making sure to include the dispute’s Case ID.

 

Filter and Search disputes

Filter

You might find it useful to be able to filter out irrelevant dispute cases.

You can filter items by status by using the ‘View’ dropdown. Click here to go to the values you might see in the status column.

You can also filter by ‘All items’ to see all dispute cases, regardless of status.

View filter

Search

You can also search for dispute cases in two ways:

Search using a merchant reference. This may contain a reference from either your payment service or gateway provider, or may be generated by your in -house system (for example, using your customer’s policy number or account number).

Search using a Case ID. This is the unique reference assigned by Barclaycard to the specific dispute case.

Search chargebacks

Tips to help

To reset the search results or filtered data back to its default settings, click the chargebacks tab at the top of the screen.

Please note that this is an ‘exact search’ and will therefore need to contain the full case ID or merchant reference.

Exporting dispute data

To export your data to a spreadsheet file (.csv format):

Filter the items by status using the ‘View’ dropdown. Or, if you don’t want to filter the results, select ‘All items’ to export all cases in the last 12 months, regardless of status.

Click ‘Export’.

Export chargebacks

Need more information

For more about disputes, why they happen and how to prevent them in future, please visit our chargebacks help hub.

Need more help?

For help with the portal, please get in touch with our support team on 0844 822 2040 (9am–5pm, Monday to Friday) and we’d be happy to help.