The Disputes dashboard in Subotiz consolidates cases from Subotiz Payments and PayPal into a single view. It provides a unified workflow to track statuses, review dispute reasons, and monitor response deadlines, ensuring timely and accurate case handling.
Accessing Disputes
- Open Disputes: Go to Transaction > Disputes in the Subotiz admin to view all cases collected from supported payment channels.
- Search by ID: Use the ID selector to switch between Order ID and Case ID, then enter the identifier in the search field.
- Filter by dates: Apply Created at with a defined start and end date to display disputes opened within a specific time range.
- Filter by status: Select one or more statuses to filter disputes by stage for focused review.
- Filter by channel: Use Payment channel to limit the view to disputes from Subotiz Payments or PayPal.
Viewing the Dashboard Table
The disputes table presents all cases in a structured format. Each row includes:
- Payment channel: Source of the dispute, such as PayPal or Subotiz Payments.
- Payment method: Method used by the customer, such as Apple Pay or Google Pay.
- Status: Current stage of the dispute case. See Dispute statuses for definitions.
- Order ID: Internal identifier generated in Subotiz.
- Case ID: Identifier provided by the payment provider.
- Dispute reason: Reported reason from the customer. See Dispute reasons for details.
- Disputed amount: Transaction amount currently under dispute.
- Created at: Date and time when the dispute was opened.
- Response deadline: Date by which a response must be submitted. Submitting by the deadline ensures evidence will be reviewed; overdue cases are automatically resolved in favor of the customer.
- Updated at: Date and time of the most recent update.
Dispute Statuses
Statuses vary slightly between PayPal and Subotiz Payments. The dashboard standardizes terminology for consistent tracking.
Channel | Status | Typical scenario |
|---|---|---|
PayPal | Open | Case created and pending further action. |
PayPal | Pending customer response | Additional information required from the customer. |
PayPal | Needs response | Response or evidence required from the merchant. |
PayPal | Under review | Case currently under review by PayPal. |
PayPal | Case closed | Case finalized and closed by PayPal. |
PayPal | Needs response (appealable) | Case can be appealed with additional evidence. |
Subotiz Payments | Needs response (inquiry) | Merchant reply required before escalation. |
Subotiz Payments | Under review (inquiry) | Inquiry under review by the card network. |
Subotiz Payments | Case closed | Inquiry result finalized and recorded. |
Subotiz Payments | Needs response | Merchant required to accept dispute or submit evidence. |
Subotiz Payments | Under review | Case under evaluation by the issuer or network. |
Subotiz Payments | Won | Final decision recorded in favor of the merchant. |
Subotiz Payments | Lost | Final decision recorded in favor of the customer. |
Dispute Reasons
Each dispute includes a reason provided by the customer.
Channel | Reason | Description | Typical scenario |
|---|---|---|---|
Subotiz, PayPal | Credit not processed | Refund or credit was not issued. | Customer returned a product, canceled a service, or did not receive full value, but no refund or credit was applied. |
Subotiz, PayPal | Duplicate | The same transaction was charged more than once. | Multiple charges recorded for a single purchase. |
Subotiz, PayPal | Unauthorized | Transaction reported as unrecognized or not authorized. | Fraudulent use of a card or transaction not recognized by the customer. Often difficult to contest. |
Subotiz, PayPal | Product not received | Goods or services were not delivered. | Delivery failure or incomplete fulfillment. |
Subotiz, PayPal | Product unacceptable | Goods or services were defective, damaged, or misdescribed. | Item arrived broken, incomplete, or inconsistent with description. |
Subotiz, PayPal | Subscription canceled | Charges continued after the subscription was canceled. | Billing activity occurred despite subscription termination. |
Subotiz, PayPal | Others | Reason not included in predefined categories. | Customer explanation unclear or outside standard classifications. |
Subotiz only | Unrecognized | Transaction not identified by the customer. | Merchant name unclear or confused with another charge. |
PayPal only | Incorrect charge amount | The charged amount did not match the order value. | Customer reported being billed more than the agreed amount. |
PayPal only | Payment by other methods | Customer stated the order was paid through another channel. | Transaction settled using an alternate payment method. |
PayPal only | Remittance processing error | An issue occurred during money transfer. | Customer reported an error in the remittance process. |
Managing Dispute Records
- Case details: Selecting a dispute row opens the case view, where deadlines, reasons, and available actions are displayed.
- Evidence submission:
- Subotiz Payments: Evidence can be uploaded directly within Subotiz.
- PayPal: Evidence is managed in the PayPal Resolution Center. Cases can be accessed directly from the dashboard using the Open in PayPal button.
Best Practices
- Focus on active cases: Filter Status = Needs response to identify disputes requiring immediate action.
- Organize by channel: Apply Payment channel filter to review Subotiz Payments and PayPal cases separately.
- Monitor timelines: Compare Created at, Response deadline, and Updated at to maintain compliance with required actions.
- Cross-check externally: Use Case ID to locate the same record in the provider’s portal.
The Disputes dashboard centralizes case management across Subotiz Payments and PayPal. By tracking statuses, reasons, and deadlines in one view, merchants can respond effectively and ensure timely resolution.