Streitfälle im Backend
If a customer disputes a payment or a partial payment amount and opens a dispute against you, zahls.ch will notify you by email. Additionally, you can find an overview of all disputes in the dashboard of your zahls.ch account.
If a customer disputes a payment or a partial payment amount and opens a dispute against you, zahls.ch will notify you by email. Additionally, you can find an overview of all disputes in the dashboard of your zahls.ch account.
Navigate to Payments > Disputes to display the list of disputes:
- Filter and Search: Refine the list using the filter function or search for a specific dispute using the text search field.
- Status: The status indicates whether the dispute was won or lost, or if it is still under review.
- Reason: This column displays the reason for the dispute. The following reasons may appear:
- Fraud
- Credit not processed
- Duplicate payment
- Product not received
- Product unacceptable
- Subscription canceled
- Unrecognized
- Evidence Due Date: You must submit your evidence by this date.
Dispute Details View
Click on any row to open the details of the dispute.
In the dispute details, you will find the following information.
1. Details
This section lists the following information:
- Amount: The amount disputed by the customer (this can be the full amount of the original transaction or a part of it).
- ID: The transaction ID of the original transaction disputed by the customer.
- Date: The date of the original transaction.
- Payment service provider: The payment provider used for the original transaction (Payrexx Pay, Payrexx Pay Plus, or an external payment provider).
- Payment method: The payment method of the disputed transaction (Visa in the example above).
2. Dispute
In this section, you will find the following information:
- Status: One of the following statuses:
- Won
- Lost
- Manual processing
- Response needed
- Reviewing
- Opened on: The date on which the customer opened the dispute.
- Reason: The reason for the dispute.
- Dispute amount: The amount that was disputed.
- Dispute fee: The fees (CHF/EUR 35.00) charged to you if you lose the dispute.
- Amount debited: The amount charged to you in the event of a lost dispute (disputed amount + fees).
- Amount invoiced: If the amount cannot be deducted from your balance, it will be invoiced to you and displayed here.
- Amount owed: The amount you owe regarding the dispute (CHF 0.00 in the example above, because the amount could already be deducted from the balance).
Additional Information On Disputes
Click on the corresponding tile to access further information regarding disputes: