Monitoring Chargebacks: How to Monitor 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
Log into CardPointe: https://cardpointe.com
Navigate to "Reporting" > "Chargebacks". Here you will be able to see any transactions that have resulted in a chargeback. Note the customer name and cardholder to ensure the service was delivered.
Haven't received a CardPointe login? See this article.
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.
How to Respond to a Dispute
Please see here.
If you have questions or need assistance at any point, our support team and our payments team (merchantservices@clubspeed.com) are here to help guide you through the process. 😊