How to handle chargebacks using Business Track-Dispute Manager for your DocketPay Together with Fiserv

To use Business Track - Dispute manager you need a Fiserv /CardPointe 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 Fiserv/CardPointe's tool - Business Track which includes Dispute Manager.

How to sign up for Business Track

1. Go to www.businesstrack.com and click the sign up button
2. The first step of the sign up process is to enter your contact information in 
3. Next enter your email address and zip code
4. 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)
   
5. 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.

1. Log in to business track at www.businesstrack.com
2. Once logged in, Click on "Manage" in the menu on the right, and then click the arrow under the "Disputes" section.
   
3. You can then find open chargebacks in the last week. If you need to find chargebacks older than 1 week you can adjust the period by changing the dates in the area at the top left of the menu. and clicking generate
   
4. The report will list open invoices grouped by chargeback stage:
   First Chargeback - Initial dispute made by the cardholder 
   
   Second Chargeback / Pre-Arbitration - If the Issuing Bank rejects the merchant's initial evidence, they issue a "Second Chargeback" (or "Pre-Arbitration" depending on the card network), often citing new information or a lack of compelling evidence in the first round. The merchant has another chance to provide stronger evidence to the Acquirer to fight this second chargeback.
   
   Final Arbitration - If the dispute cannot be resolved between the Issuing Bank and the Acquiring Bank (even after the second round), either party can escalate the case to Arbitration with the card network (Visa, Mastercard, etc.). The card network acts as a final judge, reviewing all documentation and making a binding decision. This stage carries significant fees for the party that ultimately loses.
   
5. The list of chargebacks provide information on when the transaction was made and wen the chargeback was received. By Clicking on "View case" you are able to review more specific information for that chargeback 
   
6. On this page you are able to view information around the chargeback including recommendations on how to respond to the chargeback
   
7. After reviewing the information and collecting the recomended evidence -  you are able to respond to the chargeback
   Refund issued - Chose this option if you already issued a refund prior to the chargeback being made
   Accept - This is you accepting the chargeback without challenging it, meaning the transaction amount will be sent back to the cardholder
   Challenge - You dispute the chargeback and will provide evidence to counter it
   
    

You can now easily dispute and manage your chargebacks digitally, as well as get useful insights into your processing through Business Track. 

If you have any questions, please reach out to our Support team through the orange chat widget on the bottom right of this page or by sending an email to servicecorepay@servicecore.com!