Updated Dispute Report Users Guide

Dispute Report Overview

The Dispute Report is accessible via the Passport portal for users with the required role. It offers enhanced insights compared to the previous version by including additional data points and leveraging target-state payments.

The report is organized into summaries by product and action, along with a detailed breakdown of dispute transactions. It always reflects the most recent dispute records.

Key features include:

• Filters for created and processed dates, product type, and case status

• Important columns such as disputed amount, action taken, case status, reason code, reference numbers, and card and merchant details

• Options to download or schedule the report in multiple formats

Accessing Payment Reports in the Passport Portal

To ensure data security and maintain appropriate access controls, payment reports within the Passport portal are only visible to users who have been granted a specific administrative role. This measure safeguards sensitive financial information and ensures that only authorized personnel can view and download these critical reports.

Note: If you believe you should have access to this report, don't hesitate to get in touch with Passport Support.

Steps to Access Payment Reports

1. Log in to the Passport Portal: Navigate to the official Passport portal login page and enter your credentials.

2. Locate "Payment Reports": Once logged in, look for a section or menu item labeled "Payment Reports." This is typically found under a broader "Reports" or "Financials" category, though the exact placement may vary slightly depending on your portal's configuration.

3. Role-Based Access: Upon clicking "Payment Reports," the system will verify your assigned user roles. If your account possesses the necessary administrative role for report access, the available “Dispute Report” payment reports will be displayed.

4. Contact Passport Support if Role is Missing: If you attempt to access payment reports and are denied due to insufficient permissions, or if you do not see the "Payment Reports" option at all, it indicates that your current user role does not include the required access. In this scenario, you must contact your organization's Passport support team. They will be able to verify your need for access and, if appropriate, assign the correct administrative role to your user account.

Report Structure and Key Feature

The Dispute Report is organized into three main sections:

• Summary by Product

• Summary by Action

• Dispute Transaction Breakdown

Note: A key feature of the report is that it always displays the latest dispute record for a given case number. Historical data is not currently supported, maintaining parity with the previous version of the dispute report. A future enhancement will include a historical view of dispute activity over time.

Report Filters

The report offers a variety of filters to help narrow results, including:

• Created Date

• Processed Date

• Product Type

• Case Status

• Action

• Multiple Reference Numbers

Note:

• The "Created Date" refers to the date the dispute was received by Passport in the target-state payment system.

• Due to account migration timelines, this may not always reflect the original occurrence of the dispute.

• The "Case Info Completeness" column indicates whether the full dispute history is available in target-state payments or if the dispute originated before the migration.

Key Report Columns

This report provides a comprehensive view of dispute cases, structured with key columns that offer detailed insights into each stage of the dispute resolution process. Understanding the purpose and meaning of each column is essential for accurate analysis and effective dispute management.

• Created Date: This timestamp indicates the exact date and time when the dispute record was initially generated in the system. It serves as the starting point for tracking the dispute's lifecycle.

• Process Date: This column indicates the most recent update or modification made to the dispute. It signifies the most recent action taken, whether it's a status change, a new comment, or an adjustment. This date is crucial for understanding the dispute's current progress and activity.

• Product: This field identifies the specific product or service to which the dispute belongs. This categorization is vital for understanding the nature of disputes across different offerings and for product-specific analysis of common issues.

• Amount: This represents the monetary value of the disputed transaction. It quantifies the financial impact of each dispute and is a key metric for financial reconciliation and loss assessment.

• Action and Associated Action Codes: The 'action' column details the specific operation performed on the dispute (e.g., submission, review, approval, rejection). Each action is further clarified by 'action codes,' which provide more precise definitions of the step taken, aiding in a clear understanding of the dispute's progression.

• Case Status (WON, LOST, PENDING): This critical column indicates the current resolution state of the dispute.

  • WON: The dispute has been resolved in favor of the merchant/processor, typically resulting in the retention of the disputed amount or a successful recovery.

  • LOST: The dispute has been resolved in favor of the cardholder, often leading to a chargeback or refund.

  • PENDING: The dispute is still under active review or negotiation, awaiting a final resolution.
    This status is directly tied to whether the action on the dispute resulted in any monetary implications.

• Reason Codes: These codes provide specific details about the reason for the dispute, often categorized by the type of card involved in the transaction (e.g., Visa, Mastercard). Reason codes are invaluable for identifying recurring dispute patterns and for developing strategies to prevent future disputes.

• Comments: This free-text field captures notes and remarks generated by either the user (e.g., cardholder, merchant representative) or the dispute processor. These comments offer qualitative insights into the dispute, including specific details of the transaction, communication logs, or any relevant contextual information that aids in resolution.

• Reference Number: This is the unique identifier for the original transaction that led to the dispute. This number is directly usable in the 'transaction hub' or similar system to retrieve comprehensive details about the initial transaction, enabling a thorough investigation of the disputed event.

• Product Reference Numbers: Similar to the 'reference number,' these are specific identifiers used to look up the original transaction within the product-side systems. This allows for cross-referencing and verification of transaction details across different platforms.

• Operator Name: This identifies the managing entity or individual responsible for overseeing and processing the dispute. This ensures accountability and helps in tracking the workflow and ownership of each case.

• Case Number: This serves as the primary unique identifier for each individual dispute case. It allows for quick and accurate retrieval of all associated information pertaining to a specific dispute.

• Case Occurrence Number: This sequential number indicates the order of actions or events taken for a particular 'case number.' It provides a chronological record of all activities within a dispute, allowing for a clear understanding of its progression from initiation to resolution.

• Adjustment Type: This defines the specific type of adjustment made on the dispute, as categorized by the processor. This could include various financial adjustments, refunds, or reversals, providing clarity on the monetary resolution.

• Original Transaction ID: This is a machine-generated, globally unique identifier for the original transaction. It provides an immutable reference to the foundational event that triggered the dispute.

• Account Key and Account Name: These fields represent the unique identifier and the descriptive name of the payment account created within Passport (or the relevant payment system). This links the dispute directly to the customer's account, facilitating account-level analysis and customer service.

• Case Status Code: This numerical code indicates the transaction type associated with the dispute, offering a standardized classification:

  • 41: Represents a regular payment transaction.

  • 42: Signifies a refund transaction.

  • 40: Indicates a dispute with no monetary action, often related to information requests or non-financial inquiries.

• Card Identifiers:

  • Card BIN (Bank Identification Number): The first six digits of a credit or debit card number, used to identify the issuing bank or financial institution.

  • Card Tail: Typically refers to the last four digits of a credit or debit card number, often used for display purposes or partial identification while maintaining PCI compliance.

  • Card Type: Indicates the specific brand of the card (e.g., Visa, Mastercard, American Express, Discover). These identifiers collectively provide a comprehensive view of the card used in the original transaction, aiding in tracing and verification.

• Merchant Identifiers:

  • Chain Code: This unique identifier is generated by the payment processor. Its primary purpose is to distinguish whether the account belongs to a Payment Facilitator (Payfac) or a Merchant of Record (MOR). This distinction is vital for understanding the payment processing hierarchy and responsibilities.

  • Merchant Account Number (Merchant ID): This is the unique identifier assigned to a merchant by the payment processor to facilitate payment processing. It’s essential for routing transactions and attributing them to the correct business entity.

  • Merchant Reference Number: Also generated by the payment processor, this number uniquely refers to the original payment transaction. It acts as a crucial link for tracking and reconciling individual transactions.

  • MCC Code (Merchant Category Code): A four-digit number that classifies businesses based on the types of goods or services they offer (e.g., 9222 to designate transactions for Fines, typically associated with government entities, 7523 for Automobile Parking Lots and Garages). The MCC code is vital for interchange fee calculation, risk assessment, and understanding the merchant's core business activity.

• Transaction Details:

  • Currency Code: Specifies the currency in which the transaction was processed, limited to either USD (United States Dollar) or CAD (Canadian Dollar) in this report.

  • Electronic Commerce Indicator (ECI): This code is instrumental for payment processors and card issuers to understand how payment information was secured during an online transaction. It plays a significant role in fraud prevention and determining liability shifts, as it indicates the level of security used (e.g., secure electronic commerce transaction, non-secure transaction).

  • Transaction Type: In the context of this specific report, the 'transaction type' will consistently be "chargeback." This indicates that every entry in the report pertains to a transaction that has been disputed by the cardholder and subsequently reversed. Understanding this critical detail is paramount, as the entire report is centered around these contested payments.

Enhancements and Accessibility of the Dispute Report

• Flexible Download Options: Users have the flexibility to download the report in two widely compatible formats: CSV (Comma Separated Values) and PDF (Portable Document Format). This ensures that the data can be easily integrated into other analytical tools (via CSV) or presented in a professional, fixed-layout document (via PDF).

• Granular Section Downloads: For users who require specific subsets of information, the report allows for the download of individual sections. This targeted approach saves time and resources by enabling users to extract only the relevant data, rather than the entire report, which can be particularly useful for focused analysis or sharing specific insights.

• Scheduled Delivery and Automation: To further streamline workflows and ensure timely access to critical information, the dispute report supports scheduled delivery. This feature allows users to configure automated distribution of the report with a high degree of customization:

  • Recurrence Options: Users can define the frequency of report delivery, choosing from various recurrence options such as daily, weekly, monthly, or custom intervals, ensuring that stakeholders receive updates at their preferred cadence.

  • Format Selection: The scheduled reports can be delivered in either CSV or PDF format, mirroring the on-demand download options and catering to the recipient's specific requirements.

  • Advanced Filtering: To ensure that scheduled reports are highly relevant and actionable, users can apply sophisticated filters. This allows for the delivery of reports tailored to specific criteria, such as particular dispute types, timeframes, or affected accounts, thereby reducing information overload and focusing on critical data points.

FAQ

Q: How are merchants notified of a dispute?

A: Merchants receive an email at their registered address, informing them of the dispute for that account and providing instructions on how to access the relevant report for more details.

Q. How to find the original transaction details of a dispute? 

1. Find the transaction reference number of the dispute record in the dispute report.

2. In the Passport Portal, navigate to the "Payments" section and open "Transaction Hub."

3. In Transaction Hub, search for the transaction reference number in the "Any ID" category.