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Monitoring Chargebacks: How to Review and Respond to Disputes

Commerce Control Center (Dispute Manager)

Monitoring Chargebacks

What is a chargeback?
A chargeback occurs when a customer disputes a transaction with their card issuer, which
temporarily returns the funds to the cardholder. This can happen for a variety of reasons: such
as an accidental charge, a misunderstanding about a purchase, or, in some cases, fraudulent
activity where a customer disputes a charge despite receiving the service or product.
Monitoring chargebacks and responding promptly can help protect your revenue and provide
clarity around customer transactions.

How to Monitor and Respond to Chargebacks

Accessing the Commerce Control Center (Dispute Manager)
To review or respond to a chargeback, you’ll need access to the Commerce Control Center
(CCC), also known as Dispute Manager.
If you need help gaining access, contact chargeback support:

  • U.S. accounts: 877-273-8191

  • Canadian accounts: 888-263-1938

     

While chargebacks can also be responded to via fax, this method takes longer to process. We strongly recommend using Dispute Manager for faster and more efficient handling.

Note: The fax number for chargeback responses is listed on the chargeback notice sent to you by mail and/or email

(if chargeback notifications are enabled in CardPointe).

Important Timing Reminder

Chargebacks are time sensitive and each case includes a limited window in which a response
can be submitted.

If a dispute is not accepted or challenged within this timeframe, the case will automatically move forward and it will no longer be possible to provide documentation or contest the charge.

For this reason, we strongly recommend reviewing chargeback notifications as soon as they are received and responding promptly to ensure all available options remain open.

Viewing and Responding to a Chargeback in CCC


After logging into the Commerce Control Center:

  1. Navigate to View
  2. Select Category: Disputes
  3. Choose Chargebacks Search
  4. Add the filter “Site Hierarchy”
  5. Look up your MID(s)
  6. Click “View Case” to open the chargeback details

From there, you can choose to "Accept the dispute" or "Challenge the dispute"

Tips for a Strong Response

If you decide to challenge a chargeback, be as clear and detailed as possible. Include any
supporting documentation you have that shows the cardholder received the service or
merchandise, such as:
  • Receipts or invoices
  • Signed agreements or waivers
  • Booking confirmations
  • Proof of service or delivery

Providing thorough and accurate information helps increase the likelihood of a successful
outcome.


If you have questions or need assistance at any point, our support team is here to help guide
you through the process. 😊