Disputes
The Disputes page lists every dispute that your payment gateways report to Chargebee, so you can track disputed payments without opening transactions one at a time.
When a customer disputes a payment with their bank, the payment gateway notifies Chargebee through a webhook, and Chargebee records the dispute against the original transaction. The Disputes page brings every recorded dispute into a single list view, and shows for each dispute:
- The dispute amount and its status
- The reason the gateway reported for the dispute
- The original transaction, the payment method used, and the gateway account that processed it
- The customer who made the payment
- When the dispute was initiated
Use the Disputes page to:
- Monitor open disputes across all your gateways in one place
- Narrow disputes down by type, date, or gateway, or find one by its dispute ID
- Confirm whether a specific dispute is still open, or was won, lost, or cancelled
- Trace a dispute back to the payment, customer, and gateway logs behind it
The Disputes page is a read-only record. Chargebee does not accept disputes or submit evidence from this page. To contest or accept a dispute, use your payment gateway's dashboard. If you use Chargebee Pay, respond from the Chargebee Pay portal as described in Dispute Management.
Prerequisites for the Disputes page
The Disputes page appears under Logs only when Chargeback Management is enabled for your site. To enable it, see Configuring Chargeback Management.
Chargebee records a dispute only when:
- The payment was processed on a gateway that reports disputes to Chargebee, such as the gateways listed in Payment gateways supported for Chargeback Management or Chargebee Pay.
- Webhooks are configured for that gateway, including the chargeback or dispute events the gateway requires. See the prerequisites in Configuring Chargeback Management.
- The disputed payment exists as a transaction in Chargebee.
Open the Disputes page
To view all disputes for your Chargebee Billing site, go to Logs > Disputes in the left navigation pane.
The page opens on the Disputes - Last 7 Days view, which lists disputes initiated in the last seven days. To see older disputes, open the view selector and select All Disputes, or select another saved view: Disputes - Today, Disputes - Yesterday, Disputes - This Month, or Disputes - Last Month.
The count beside the search bar (for example, 18 Disputes) shows how many disputes match the current view, status tab, search, and filters.
Each row represents one dispute. Click the dispute amount to open the dispute details page.
Disputes list view columns
Each row includes the following fields:
| Column | Description |
|---|---|
| Dispute | Status badge, disputed amount, and dispute ID. The amount links to the dispute details page. |
| Original Transaction | ID of the disputed payment transaction. Links to the transaction details page. |
| Type | Type of dispute. Chargebee records every dispute that a gateway reports as Chargeback: a reversal of the payment that the customer requests through their bank. |
| Gateway | Payment gateway that processed the disputed payment, followed by the gateway account name. |
| Initiated | Date and time Chargebee recorded the dispute from the gateway's notification. |
| Customer Info | Name, email address, and phone number of the customer who made the payment. The name links to the customer details page. |
| Payment Method | Payment method used for the disputed payment, such as Visa ending 5088. |
| Reason | Reason for the dispute, exactly as the gateway reported it, for example credit_not_processed, NOT_RECOGNIZED, or Other Fraud-Card Absent Environment. The set of values depends on the gateway and the card network. |
Scroll the list horizontally to reach the columns at the end of the row. The Dispute column stays in place while you scroll.
The gateway's own ID for the dispute and whether the dispute is partial are not list columns. Both appear on the dispute details page.
Dispute statuses
The list opens on the All tab, which shows every dispute in the current view. Select a status tab, such as Open or Won, to show only the disputes in that status. Each tab shows how many disputes it contains.
| Status | Meaning |
|---|---|
| Open | The dispute is not yet resolved. Open includes three stages reported by the gateway: the dispute has been raised and the funds are yet to be withdrawn, the gateway has withdrawn the disputed amount pending resolution, or evidence has been submitted and the dispute is being reviewed. |
| Won | The dispute was resolved in your favor. |
| Lost | The dispute was resolved in the cardholder's favor. |
| Cancelled | The dispute was withdrawn before it was resolved. |
Chargebee updates the status when the gateway sends a webhook for the dispute. Some gateways do not notify Chargebee of every outcome; for example, Mollie and GoCardless do not notify Chargebee when a chargeback is lost. See Configuring Chargeback Management.
Partial disputes
A dispute is partial when only part of the transaction amount is under dispute. For a partial dispute, the amount in the Dispute column is the disputed part, not the full transaction amount, and the Partial dispute field on the dispute details page shows Yes.
Chargeback Management does not automate some partial disputes, such as partial disputes on consolidated invoices or on a payment that covers multiple invoices. See Chargeback Management limitations.
Search, filter, and sort disputes
Use the Search for ID bar to find a dispute by its dispute ID, or apply filters to narrow the list.
To apply filters, follow these steps:
- Click the filter button next to the view selector. The button reads Filter list, or shows how many filters the view already applies, such as 1 Filter on the Disputes - Last 7 Days view.
- Click Add Filter.
- Select an attribute: Type or Date under Dispute, or Gateway under Gateway.
- Select the values you want.
- Click Apply Filter.
To filter by status, use the status tabs instead.
Use Sort by to order the list by Initiated : Latest First, Initiated : Oldest First, Amount : High To Low, or Amount : Low To high. The list is sorted by Initiated, latest first, by default. To choose which columns the list displays, click the column icon next to Sort by.
View dispute details
Click the dispute amount in any row to open the dispute details page. The page is read-only. The top of the page shows the dispute type, amount, status, and dispute ID, and the rest of the page groups the dispute's information into these sections:
- Overview: the reason, when the dispute was initiated and last updated, the Consumer name and Consumer email of the customer who made the payment, and whether it is a Partial dispute. The details page formats a code-style reason for reading, so a dispute that shows
credit_not_processedin the list shows Credit Not Processed here. - Transaction: the disputed transaction and its amount, the transaction date, the gateway transaction ID, and the merchant reference when the payment has one.
- Payment instrument: the card used for the payment, including its last four digits, expiry date, cardholder, card type, card funding, and issuer country.
- Gateway: the gateway and gateway account, the Gateway dispute ID that the gateway uses for the dispute, and a View Request/Response Logs link to the gateway activity for the transaction. When gateway webhook logs are available for the transaction, the section also links to them.
Use the section list on the left of the page to jump to a section. Use the Gateway dispute ID to find the same dispute in your gateway's dashboard. Click Back to disputes to return to the list.
Disputes compared with Chargeback Management and Chargebee Pay
The Disputes page, Chargeback Management, and the Chargebee Pay portal handle different parts of a dispute:
- Disputes page (Logs > Disputes): a read-only record of every dispute your gateways report, with the latest status the gateway reported.
- Chargeback Management: the settings that decide what Chargebee does automatically when a chargeback is initiated or lost, such as creating a credit note, recording a refund, or changing the subscription. See Configuring Chargeback Management.
- Chargebee Pay portal: where Chargebee Pay merchants respond to a dispute and upload evidence. See Dispute Management.
Use the other pages under Logs when you need the payment-level or request-level detail behind a dispute:
- Transactions: the disputed payment and any refund recorded for the chargeback.
- Gateway Activity Logs (Gateway Activity in the left navigation pane): the API requests and responses exchanged with the gateway.
- Gateway Webhook Logs (Gateway Webhooks in the left navigation pane): the webhook notifications, including dispute events, that the gateway sent to Chargebee.
Frequently asked questions
1. Why is Disputes missing under Logs?
The Disputes page appears only when Chargeback Management is enabled for your site. See Configuring Chargeback Management.
2. Why does the Disputes page show fewer disputes than I expect?
The page opens on the Disputes - Last 7 Days view, which lists only disputes initiated in the last seven days. Select All Disputes from the view selector to list every recorded dispute. Also check that the All status tab is selected and that no filters or search terms narrow the list.
3. Why doesn't a dispute I see in my gateway appear on the Disputes page?
Chargebee records a dispute only when the gateway reports disputes to Chargebee, its webhooks are configured, and the disputed payment exists as a transaction in Chargebee. Some reason codes that gateways such as Adyen or Mollie report indicate late payment failures rather than chargebacks, and Chargebee does not record them as disputes. See Chargeback Management.
4. Can I accept a dispute or submit evidence from the Disputes page?
No. The Disputes page is read-only. To contest or accept a dispute, use your payment gateway's dashboard, or the Chargebee Pay portal if you use Chargebee Pay.
5. What is included in the Open status?
Open groups every dispute that is not yet resolved: disputes that have been raised, disputes where the gateway has withdrawn the funds, and disputes where evidence has been submitted and is under review.