Overview
The purpose of this article is to help Boulevard customers understand where to find disputes in their dashboard and how to submit a response to the card-issuing bank.
When a client disputes a charge, the dispute will appear in the Disputes tab within Payment Processing. From there, you can review the dispute details, decide whether to accept or defend the chargeback, and submit supporting evidence.
Dispute Notice
You can select which email addresses receive dispute notices by clicking Manage email notifications in the Disputes tab:
To find your Disputes within your Dashboard, follow these steps:
Navigate to Manage Business
Click Payment Processing
Click the 3 dots next to the desired merchant account and select View disputes
You will land on the Disputes tab. This view provides a list of all won, lost, and pending disputes
From the list, click on the dispute you want to manage
The dispute detail page shows important information about the dispute, including the reason, merchant, order, client, cardholder name, original charge, amount disputed, and current status.
Before you respond
Before responding, review the dispute reason carefully. If you are surprised by the dispute, we recommend contacting your client first to better understand why they disputed the charge. In some cases, the client may have disputed the charge in error or may be willing to contact their card-issuing bank to reverse the dispute.
Common dispute reasons include:
Merchandise or services not received
Goods or services not as described
Canceled merchandise or services
Canceled recurring transaction
Other fraud or card absent environment
Responding to a dispute
To respond to a dispute, click Manage dispute from the dispute detail page.
From the dispute management modal, you can choose to Accept the dispute or Defend chargeback.
Select Accept if you don’t want to contest the dispute. Select Defend chargeback if you want to provide evidence showing that the charge was valid.
Defending a chargeback
After clicking Defend chargeback, select the reason you are defending the chargeback. If multiple reason options appear, choose the option that best applies to the situation, then click Continue.
Next, upload the required documents. You will need to provide two documents:
Disclosure at the Point of Interaction: A rebuttal or proper disclosure given to the cardholder at the point of interaction.
Alternative defense material: Additional defense material that helps support your response.
We recommend consolidating your supporting evidence into one clear document and submitting a clear rebuttal letter. Once your response is submitted, no changes can be made.
For additional guidance, refer to our Common Dispute Reasons article, Crafting a Rebuttal Letter article, and our Rebuttal Template Letters for best practices.
Submitting your response
Once both documents have been added, click Submit.
Your response is sent directly to the card issuing bank, not to Boulevard. Include all relevant facts surrounding the transaction, including any dates and times you communicated with the cardholder, any supporting documentation, and any accommodations or concessions you offered to help resolve the issue.
Boulevard has no position, influence, or decision-making authority on how disputes are awarded, but we are here to support you through the process.
After you submit
After you submit your response, the dispute status will update to Contest Pending.
If you click View details, you will be able to see the documents you uploaded.
The dispute will remain in Contest Pending while the issuing bank reviews the response. Please allow up to 40 business days for the issuing bank to review and confirm the outcome.