Build a Merchant Dispute Log

Capture the fields that help resolve each case

• Case ID, account, order and transaction references, notice date, due date, and reason.
• Amount disputed, previous refund status, assigned owner, evidence links, and submission timestamp.
• Outcome, decision date, posted debit or credit, and the likely operational cause.

Trend causes using a defined reporting window

Track the number and value of disputes, outcomes, and repeated causes by month. State whether your internal ratio uses dispute notices received or transactions originating during the period. Keep it distinct from any network or processor ratio, which can use its own data and calculation.

Give every recurring cause an owner

Review clusters such as a carrier delay, a confusing descriptor, or a checkout error. Assign a team to fix the source and review whether the affected cause declines after the change. Keep the evidence for a case in an appropriately restricted location and link to it from the log.