## Zoho Payments Documentation Index Access the complete documentation index at: https://www.zoho.com/us/payments/llms.txt Use this file to discover all available documentation pages before proceeding. # Viewing Disputes * [Dispute Details](#Dispute-Details) * [Dispute Statuses](#Dispute-Statuses) * [Filter and Sort Disputes](#Filter-and-Sort-Disputes) The Disputes module in the left sidebar displays all the disputes and inquiries created by your customers. The list view provides the basic details of all disputes, such as the **Dispute Date**, **Amount**, **Status**, **Reason**, and **Customer Details**. [![Dispute List](/us/payments/help/disputes/disputes-list.png)](/us/payments/help/disputes/disputes-list.png) Clicking a dispute lets you drill down and view the details. **Note:** A fee of $15 will be charged for every disputed transaction. * * * ## Dispute Details When a customer makes an inquiry or raises a dispute against a transaction, the payment will be available in the Dispute list view. You can switch between tabs and click on a dispute. The dispute details page contains the following sections: #### Dispute Overview This section gives a summary of the dispute. It describes **why** the dispute was raised, the **current status**, **amount and fee**, and the **deadline** for responding to the dispute. It also includes **Date and Time**, **Customer Details**, **Payment Method**, **Transaction Description**, and **Risk Rating**. [![Dispute Overview](/us/payments/help/disputes/dispute-overview.png)](/us/payments/help/disputes/dispute-overview.png) #### Dispute Details This section contains the **Dispute ID**, **Disputed Amount**, **Reason**, and **Status** of the dispute. [![Dispute Details](/us/payments/help/disputes/dispute-details.png)](/us/payments/help/disputes/dispute-details.png) **Insight:** The Dispute ID can be used to track the status of your dispute in your emails. **Note:** The chargebacks for international payments will be calculated based on the currency conversion rate applicable on the date the dispute was raised. This rate might differ from the currency conversion rate on the original payment date. A transaction could be disputed for the following reasons: * Credit not processed for returned items or canceled transaction. * Duplicate payment. * Fraudulent payment. * Product not delivered to customer. * Product not accepted by customer. * Subscription canceled by customer. * Transaction not recognized by customer. * Other reasons. #### Payment Details This section contains the details of the relevant payment that was disputed. It includes the  **Payment Descriptor** you had provided in your settings, the **Amount Paid** by the customer, the **Amount Refunded** to the customer(if any), the **Transaction Fee,** the **Disputed amount,** and the final **Net Amount** after disputes or refunds. [![Payment Details](/us/payments/help/disputes/payment-details.png)](/us/payments/help/disputes/payment-details.png) #### Payment Method This section displays the details of the payment method used for the transaction. The information shown will vary depending on whether the payment was made using a card or via ACH Direct Debit. **For Card Payments**: * Last four digits of the card number * Card type * Expiry date * Card holder’s billing address **For ACH Direct Debit payments**: * Last four digits of the bank account number * Routing number * Account holder name [![Payment Method](/us/payments/help/disputes/payment-method.png)](/us/payments/help/disputes/payment-method.png) #### Comments & History A log of all the actions performed on your transaction is tracked under this section. Every step, right from payment collection until the dispute has been closed, can be tracked here. Users will also be able to add comments for internal reference. [![Comments](/us/payments/help/disputes/comment.png)](/us/payments/help/disputes/comment.png) #### Risk Assessment Our internal risk tool calculates the risk involved in your payment. The risk could be either Normal, High, or Elevated. To ensure secure transactions, you can also configure basic fraud prevention measures under _Settings_ > _Risk Management_. [![Risk Assessment](/payments/help/payments/riskassessment.png)](/payments/help/payments/riskassessment.png) #### Other Actions This section allows you to respond to disputed transactions by issuing refunds or submitting evidence to challenge them. ## Dispute Statuses Based on the dispute workflow, disputes are categorized into the following statuses: **Status** **Description** Inquiry Created Formal inquiry on the payment by the customer at their bank. Inquiry Under Review Inquiry that’s being reviewed by the card network based on the merchant’s response. Inquiry Closed Inquiry closed by the customer, or by the card network based on the evidence submitted or because the merchant refunded the payment. Dispute Created Dispute created directly by the customer or an inquiry that has escalated to a dispute. Dispute Under Review Dispute that’s being reviewed by the card network based on the merchant’s response. Won Dispute resolved in the merchant’s favor. Partially Won Dispute partly resolved in the merchant’s favor. Lost Dispute resolved in the customer’s favor. Accepted Dispute accepted by the merchant. ## Filter and Sort Disputes If you’d like a filtered view of the disputes, you can: #### Switch between the dispute categories  The Dispute module categorizes disputes broadly into: * **All**:  Lists all the disputed transactions.                              * **Action Required**: Lists only the newly created inquiries and disputes that require your response. * **Under Review**: Lists the inquiries and disputes being reviewed by the card network.   * **Won**: Lists the closed inquiries and won disputes.                               * **Lost**: Lists the accepted, lost, and partially-won disputes.    Simply switch between the categories to view the dispute you’re looking for. #### Search for a specific transaction  Use the search bar to look for a particular transaction. You can search by the Payment or Dispute ID to find the exact transaction you’re looking for. #### Filter by date or status Use the **Date** and **Status** filters to narrow your search and view based on specific dates and status. You can choose from the default date list or choose a custom date range to find your transaction. [![Dispute Filter](/us/payments/help/disputes/dispute-filter.png)](/us/payments/help/disputes/dispute-filter.png) ### Sort Disputes Sort the disputes by **Date & Time** or **Amount** in ascending and descending order. [![Dispute Filter](/us/payments/help/disputes/sort-disputes.png)](/us/payments/help/disputes/sort-disputes.png)