Access Management
Default access permissions for dispute resolution apply to: Super Administrator& Restaurant Owner.
Permission settings : Access to the dashboard (https://pos.chowbus.com/dashboard), click Team Management -- Roles & Employees -- select the configured role (Restaurant Owner or Super Admin) -- click the "Edit" button.
By selecting both the "Dispute Management" and "Chargeback Handle" permission options, you can perform dispute appeal operations (upload appeal documents).
If you only select "Dispute Management" you will only have viewing permissions.
Remember to click the "Save" button in the upper right corner after making changes.
Operating Instructions
In the left-hand toolbar of the dashboard, click "Dispute Management" to enter the function panel. This panel is divided into two scenarios: IN-HOUSE and ONLINE order dispute handling.
Search criteria: Orders can be searched based on order number, minimum chargeback amount, maximum chargeback amount, appeal period, appeal initiation date, etc. (Combined searches are supported).
After a customer initiates a chargeback, the merchant can see the corresponding chargeback record on the dispute resolution list page.
The following are the current chargeback statuses.
Need Response: The merchant needs to resolve the dispute and upload appeal materials.
In Process: An appeal has been filed and is awaiting a ruling from the card-issuing bank.
Won: The merchant has won the appeal, and the chargeback amount will be refunded to the merchant (the chargeback fee of $7.50 is charged by the payment service provider Adyen and is non-refundable regardless of the outcome; Adyen will also charge a $0.22 success processing fee).
Lost: The merchant's appeal has failed, and the amount of the chargeback will be deducted from the merchant's settlement (the chargeback fee of $7.50 is charged by the payment service provider Adyen and is non-refundable regardless of whether the merchant wins or loses).
All chargebacks: Includes all chargeback cases in the above statuses, as well as some chargeback cases that do not require merchant intervention (some chargeback reason codes do not support merchant appeals; see the Adyen official website for details).
https://docs.adyen.com/risk-management/understanding-disputes/dispute-reason-codes
Operating procedures
1. Click the "Details" button in the "Need Response" section to enter the Response details page.
The "Need Response" details page displays chargeback history and details. You can click the "View Order Detail" button to view order details or click the "Response" button to initiate an appeal.
2. Click the "View Order Detail" button to view the order details. You can then access the transaction details on this order details page.
3. Click the "Response" button to initiate an appeal.
4. Upload the appeal documents that meet Adyen's requirements and click the "Submit" button to submit the appeal. Once submitted, the appeal cannot be modified.
5. After successful submission of evidence, the status changes to In Process.
Dispute history: You can view the dispute action log here: Click the "View Documents" button to view the submitted appeal documents.
6. Adyen returns the ruling. If the appeal is won, the status changes to "Won"; if the appeal is lost, the status changes to "Lost".
7. You can view all chargeback orders in the "All Chargebacks" section.
If you have any other questions, please contact Chowbus customer service.