To use Business Track - Dispute manager you need a CardPointe/Fiserv account. If you do not have one and are interested, please find time to talk to our payments team using this link.
Chargebacks are a necessary but sometimes frustrating part of accepting digital payments. As consumers, we all value the ability to challenge incorrect charges, but as a business owner providing the best service you can - they can be a challenge resulting in loss of revenue, fees and damaged relationships.
Chargebacks can be due to customers feeling like they were not provided the service they were promised, however customers can also abuse the system to try and get out of paying a business what is rightfully owed. The chargeback process is managed by the card brands, and requires you to provide evidence to fight and hopefully win the chargeback.
This guide will go through how to make the chargeback process easier for your business by using CardPointe/Fiserv's tool - Business Track which includes Dispute Manager.
How to sign up for Business Track
- Go to www.businesstrack.com and click the sign up button
- The first step of the sign up process is to enter your contact information in
- Next enter your email address and zip code
- The final step is to enter the information associated with your merchant account:
Merchant ID - This can be found on your merchant statements, or by logging into www.cardpointe.com and navigating to "My Account" on the top menu bar
Business checking, Tax ID, Business Sort code - The Tax ID and bank account information for your business (specifically the bank account associated with your merchant account) - If you entered all of the information in correctly, your account should be created and you will receive your user name and a temporary password via email. Sometimes it could take 1-2 days to receive this information, if you have not received it in 48 hours please call the business track team at 800-285-3978 for US customers, or 888-263-1938 for Canadian customers
Managing disputes using Business Track - Dispute Manager
Once you have created your account, next step is to log in and manage any disputes.
- Log in to business track at www.businesstrack.com
- Once logged in, you need to navigate to the dispute manager. The dispute manager is found in apps button on the top right of the screen.
- Once in dispute manager, you can scroll down to the action required section. This will detail any outstanding chargebacks and their current status. You have 20-45 days to respond to the chargeback (depending on the card network)
- By clicking on the chargeback you wish to dispute, you will be able to see the reason for the dispute, previous transactions for the customer, review the supporting documentation to the chargeback and take action.
Taking action involves providing evidence that the chargeback is invalid - this usually includes signed contracts, providing terms and conditions and customer communications.
You can now easily dispute and manage your chargebacks digitally, as well as get useful insights into your processing through Business Track.