Getting to Your Disputes
In the left navigation, go to Admin > Payment Methods
Select your payment method (e.g., Credit Card)
Click the Disputes tab at the top of the page
You'll land on the Disputes screen with three tabs:
Chargebacks - active disputes requiring your response
Fraud Alerts - early fraud notifications on flagged transactions
Ongoing & Closed - disputes already in progress or resolved
Chargebacks Tab
The Chargebacks tab shows each dispute's Respond By date, when it was opened, the card used, the reason, and the disputed amount. Pay close attention to the Respond By date — missed deadlines cannot be extended.
Reviewing a Dispute
Click any row in the Chargebacks list to open the dispute detail panel. Here you'll see:
Reason and Reason code (e.g., Fraud – No Cardholder Authorisation, code 4837)
Opened on and Respond by dates
Dispute reference, Payment reference, and Merchant reference
The card and amount involved
From this panel, you have two options: Accept or Defend Chargeback.
Option 1: Accept the Dispute
Choose Accept if you agree the chargeback is valid or the cost of defending isn't worth it. Accepting ends the dispute - no further action is required.
Consider accepting if:
The transaction is confirmed fraudulent
You don't have sufficient documentation to contest it
The disputed amount is small relative to the effort involved
⚠️ If you already issued a refund, do not accept the dispute; defend it instead. Submit proof of the refund as your defense document. Accepting a dispute on a transaction you already refunded means you'll be out both the refund and the chargeback, effectively paying twice.
Option 2: Defend the Dispute
Choose Defend Chargeback if you have evidence the transaction was legitimate.
Step 1 - Select your defense reason
A dialog will appear asking you to select the reason you're defending. Select the option that best matches your evidence, then click Continue.
Step 2 - Upload your supporting document
The next screen will show the document requirements and an upload area.
Document requirements:
Must be in English
Recommended A4 or US letter size
Max 2MB for PDF or 10MB for JPEG, JPG, or TIFF
⚠️ Klarna has a unique document submittal process. Please refer to the article Chargeback Reason Codes: A Defense Guide
Click Browse files to upload your document, then click Submit.
⚠️ You can only submit ONE document. If your defense requires multiple files (e.g., an invoice, a delivery confirmation, and a communication log), you must combine them into a single file before uploading. Once submitted, no changes can be made or additional documents uploaded.
Do not include sensitive data such as social security numbers, or full card numbers. Submissions containing this information will be rejected.
Fraud Alerts Tab
The Fraud Alerts tab shows early fraud notifications — these are warnings from the card network that a transaction has been flagged as potentially fraudulent, but a formal chargeback has not yet been filed.
Each alert shows the date it was opened, the card used, the reason (e.g., Card Not Present Fraud), and the total payment amount.
Clicking an alert opens the detail panel, which shows the reason, dispute reference, and associated payment details.
Fraud alerts are not yet chargebacks, they're an opportunity to act proactively. If you recognize the transaction as fraudulent or want to avoid the chargeback process, issuing a refund at this stage can prevent the dispute from escalating.
Ongoing & Closed Tab
The Ongoing & Closed tab is your history of disputes that are no longer awaiting action. Use this tab to review past outcomes and look up details on resolved cases.
Each row shows the dispute's status, when it was opened, the payment method, reason, and disputed amount.
Common statuses you'll see here include:
Won - you successfully defended the dispute and the funds were returned to you, minus fees.
Lost - the dispute was not successfully defended, or was accepted, and the funds were returned to the cardholder
Expired - the response window passed without a submission, and the dispute was lost by default
Clicking any row opens the detail panel with the full dispute information including reason code, dispute reference, payment reference, and merchant reference.
💡 Regularly reviewing this tab can help you identify patterns in dispute reasons, which can inform steps to reduce chargebacks going forward (e.g., reducing keyed entry transactions or enabling 3D Secure on high-risk transactions).
Disputes Handled Automatically
Some chargebacks are automatically defended on your behalf; no action needed. These typically include:
Transactions already refunded before the chargeback was filed
Payments covered by a 3D Secure liability shift
Chargebacks filed outside the card network's allowed timeframe
Disputes that don't apply to your merchant category
These will still appear in your disputes list but won't require your action.
💡 Tips for a Stronger Defense
If you already refunded the transaction, defend it. Submit proof of the refund (e.g., a refund confirmation or transaction record) as your defense document. This is one of the strongest defenses available and prevents you from losing the money twice.
Combine all evidence before uploading. You can only submit ONE document. Use a tool like Adobe Acrobat, Preview (Mac), or a free PDF merger to combine multiple pages or files into one PDF before uploading.
Match your evidence to the reason code. A fraud dispute (like "No Cardholder Authorization") requires proof the cardholder participated, such as a signed receipt, delivery confirmation, IP/device records, or prior purchase history.
Act early. Don't wait until the last day. The Respond By date is a hard deadline.
Only defend when you have strong evidence (except in the case of a prior refund, always defend those). A failed defense can result in a second chargeback plus additional fees.
Need Help?
If you have questions about a specific dispute or need help preparing your documentation, refer to the article Chargeback Reason Codes: A Defense Guide or contact support@omegaedi.com.