How to Contest a Dispute

Modified on Fri, 05 Jan 2024 at 12:30 PM


In this article, we will walk through how to contest a dispute. Let’s take a look.

In This Article, We’ll Look At:

  1. Where to See the Disputed Payment(s)

  2. Finding a Specific Disputed Payment

  3. Selecting Disputed Payments

  4. Contest a Disputed Payment

  5. What Happens After?

  6. Need Help?

Where to See the Disputed Payment(s)

  1. Log into your Pay Theory account and select the “Disputes” tab on the left-hand side of your screen.

  2. You will see the 10 most recent disputed payments.

    1. You can increase the number of visible disputed payments with the “Results per Page” drop-down menu.

    2. You can also use the arrows by the “Results per Page” drop-down to paginate through pages.

Contest a Disputed Payment

  1. Select the dispute that you would like to contest.

  2. After the disputed payment is selected, a side sheet will appear on the right-hand side.

    1. Select the “Contest Chargeback” button at the bottom of the side sheet.

  3. A new sheet will appear and you will be able to select up to eight pieces of evidence to submit to contest the chargeback.

    1. If you are unsure about which items can offer evidentiary support, select the “What type of evidence” link.

  4. Select the “Submit” button at the bottom of the side sheet when you are finished.

    1. A pop-up will appear asking if you are sure you confirm the request.

What Happens After?

Once you submit, the bank and merchant enter an arbitration where the card association reviews the evidence and rules on the dispute. On average, this process can take anywhere from 30-90 days. Pay Theory will notify you when there is an update on your status.

What if I Want a CSV of Multiple Disputes?

  1. To download a CSV of disputes, select the checkbox to the left of each dispute you would like to export into a CSV file.

    1. To export every dispute, select the top-most checkbox.

    2. A button will appear in the top left of the screen titled “Export CSV.” Select the button and the CSV will download to your device.

Need Help?

If you run into any issues, please send Pay Theory a message directly to the email or submit a ticket at and we will be happy to assist you.

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