To respond to disputes, log in to Qualpay Manager and select Disputes. In the Quick Links section of the Dispute Dashboard, pick a dispute type you want to view or respond to. View the table of disputes and select the appropriate response button in the Action column. Most dispute responses require supporting documentation. Only one file can be uploaded per dispute response. The file must meet the following requirements.
- PDF format, less than 10 Mb in size, and up to 19 pages in length. If you have multiple documents to submit, combine them into a single PDF file. Do not password protect or otherwise lock the PDF file.
- Retrieval requests are to be 4 pages or less in length.
Verify that the file meets all requirements if you receive an error during upload.
IMPORTANT: For security reasons and PCI-DSS Compliance, do not include the full credit card number.
Once the documentation is uploaded and the dispute response is complete, you can edit the response and change the supporting documentation for a limited time. Locate the dispute you want to edit by viewing the Dispute History Report from the Reports menu. Select the row displaying the dispute, and if Edit is available in the Action column, you can select and proceed to edit the dispute response. Edit is only available while the response status is Documentation Under Review.
Note: If you do not have access to view, manage, or respond to Disputes and would like access, please see your account's administrator.