Note: At the time of publication, Finix is redesigning the user interface of the Dashboard. Some functions or features may look different. Check back for updates. This document uses mock data from Finix's sandbox environment.
A part of the payments lifecycle are disputes, which are also known as chargebacks. Disputes occur when a buyer disagrees with a credit card charge. The buyer can dispute the charge for a variety of reasons, including but not limited to: fraud, billing error, and or incorrect or insufficient service.
The Finix Core platform allows customers to view and manage their disputes, and upload dispute evidence via the APIs and Dashboard. Dispute evidence is evidence from the merchant that helps support their side of the dispute. Evidence includes but is not limited to:
- Email correspondence.
- Proof of delivery and or signed delivery forms.
- Buyer signature.
- Signed order form(s).
- Ticket proof.
It is recommended you provide as much supporting evidence as possible for your dispute.
Note: Evidence upload is currently only available for LITLE V1. For Vantiv Core, customers must use Worldpay's iQ to upload evidence.
Guidelines to upload dispute evidence
Finix uses Worldpay's iQ platform to manage risks and disputes. There are certain guidelines for a successful evidence upload. This list is not exhaustive:
- Acceptable file types:
- gif (this format is currently not supported by Finix. Upload directly to iQ is acceptable).
- tiff (tiff files must use CCIT Group 4 compression, a lossless method of image compression. This is required by all the credit card networks).
- Uploaded files must include the filename extension and the file name extension must match the file type. If the correct file extension is not used, iQ's security validations will reject the file.
- Credit card-specific guidelines:
- Mastercard retrieval requests: Maximum upload is 4 pages.
- Visa, Mastercard, and Discover: Document page size is limited to 8.5 x 14 inches for legal size, and 8.5 x 11 inches for letter size.
- American Express: Document page size is limited to 8.5 x 11 inches.
- Avoid color documents. If possible, scan documents in black and white to optimize the conversion process.
- The maximum upload is 10 files. The total size of all uploaded files cannot exceed 10MB.
- If you replace an uploaded file, you must use the same file type for the new file type. If the file type is a different type, delete the old file via iQ and then upload the new file via iQ, the Dashboard, and or APIs.
- At the current moment, there is no way to delete a file from the Dashboard or APIs after you upload it.
Upload dispute evidence via APIs
Use Finix APIs here.
Upload dispute evidence via Dashboard
To upload dispute evidence via the Dashboard:
1. On the Dashboard, navigate to the TRANSACTIONS header. Click on Disputes.
2. Select the dispute. This opens the dispute information screen. Here, you can view all the relevant dispute information as well as upload dispute evidence.
3. Navigate to the Evidence container. Click on the Upload Evidence link.
4. In the pop-up modal, drag and drop your evidence or click to select and upload a file. Click the Upload button to upload. A success message appears confirming your upload. Repeat this process for each evidence file.
Evidence upload status
Evidence uploads are transmitted to Worldpay on an hourly basis.
Check the upload status via API or Dashboard
In the APIs, the status of the evidence upload is represented in the State field of the API response. The Dashboard's Status column indicates the status.
There are several possible values that indicate the status of evidence upload:
PENDING: This is the default state of the evidence upload. The evidence file has not yet been submitted to the processor. No user action is required.
SUCCEEDED: The evidence file has been successfully sent to the processor. No further user action is required.
CANCELED: The evidence file upload was not completed due to user action.
FAILED: An issue occurred. User action is required. Any of the following issues could have occurred:
There was an error in the system and the user should retry uploading their evidence file.
There is an issue with the file and the user should retry uploading a different file.
There is an issue and the user should contact Support. A Support team member will assist with determining the reason for the failure and the next steps.