Subotiz consolidates disputes from Subotiz Payments and PayPal into a single dispute management dashboard, giving merchants a clear view of contested orders and their status. By centralizing payment disputes in one place, merchants can track activity, understand dispute reasons, and take timely actions to protect revenue and customer trust.
Understanding Disputes
A dispute occurs when a customer challenges a payment with their bank, card issuer, or payment provider instead of contacting the merchant directly. The payment channel opens a formal case that requires the merchant’s response within a set deadline. If no response is submitted in time, the case is automatically closed in favor of the customer.
Types of Disputes
Disputes may be triggered in several ways. The most frequent categories include:
- Credit not processed: Refund not issued for a return, cancellation, or unused service.
- Duplicate: Customer was charged multiple times for the same order.
- Unauthorized: Customer did not authorize the payment. Often linked to fraud or mistaken charges; these are difficult to win.
- Product not received: Customer claims the purchased product or service was not delivered.
- Product unacceptable: Customer reports the product was defective, damaged, or significantly different from the description.
- Subscription canceled: Customer was charged even after canceling a subscription.
- Unrecognized: Customer does not recognize the charge on their bank or card statement.
- Others: Cases that fall outside the above categories, requiring further clarification with the customer.
Managing Disputes
To improve the chance of a positive outcome, merchants should:
- Review details: Go to Transaction > Disputes to check the order information, case ID, and reason.
- Gather evidence: Collect proof such as order confirmations, delivery records, refund history, or customer communication.
- Submit a response: For Subotiz Payments, respond directly in the Subotiz dashboard; for PayPal, continue case handling in the PayPal Resolution Center.
- Track progress: Monitor updates in the dashboard until the case is resolved.
Final outcomes are decided by the payment channel (such as the card issuer or PayPal), based on their policies and the evidence provided. Subotiz centralizes management and tracking but does not control the result.
Dispute Record Fields
Each dispute record in Subotiz includes:
- Payment channel: Subotiz Payments or PayPal.
- Payment method: e.g., credit card, PayPal.
- Status: Current stage of the case.
- Order ID and Case ID: Identifiers linking the dispute to the original order and the payment provider’s case reference.
- Dispute reason: Code provided by the payment channel (e.g., unauthorized, product not received).
- Disputed amount: Value under dispute.
- Created at: Date the dispute was opened.
- Response deadline: Last date to submit evidence.
- Updated at: Most recent activity on the case.
Business Value
- Centralized management: Review disputes from multiple payment channels in one place.
- Reduced oversight risk: Eliminate the need to log into each provider’s console separately.
- Faster resolution: Visibility of all deadlines and statuses helps prioritize responses.
Viewing Disputes in the Admin
Open Disputes: Go to Transaction > Disputes in the Subotiz admin to view all disputed orders from supported payment channels. Use filters such as Case ID, Order ID, creation date, status, or payment channel to locate specific cases.
From this dashboard, you can:
- Review case details, including reason, disputed amount, and deadlines.
- Open a dispute record to proceed with handling in the appropriate channel.
- Track case progress and view resolution outcomes.
Disputes are a natural part of digital and subscription businesses. Subotiz consolidates all cases in one place, helping merchants respond on time with evidence and safeguard revenue, while final outcomes remain with the payment provider.