Glossary
Common terms used across DisputeDash and the disputes world.
Disputes and chargebacks
Section titled “Disputes and chargebacks”Chargeback — a reversal of a card payment initiated by the cardholder’s bank when the customer disputes a charge. If not successfully contested, the funds are pulled back from the merchant.
Dispute — a customer’s challenge to a charge. In DisputeDash, each dispute becomes a case. (Used interchangeably with chargeback.)
Case — DisputeDash’s record of a single dispute, holding its evidence, rebuttal letter, status, and history.
Reason code — the code your processor uses to describe why a dispute was filed (e.g. fraud, item not received). DisputeDash maps these to internal reason categories.
Reason category — DisputeDash’s grouping of reason codes, which determines what evidence is gathered and which rebuttal letter is used.
Reply-by date — the deadline by which evidence must be submitted. Miss it and the dispute is lost by default (Expired).
Evidence and submission
Section titled “Evidence and submission”Evidence package — the set of documents DisputeDash gathers for a case. See the evidence catalog.
Rebuttal letter — the written argument, addressed to the bank, included with the evidence. See Rebuttal letters.
Submission — sending the completed evidence package to the processor as your response to the dispute.
Win Score — an at-a-glance estimate of how strong a case’s evidence is. See Win-score prediction.
Escalations
Section titled “Escalations”Pre-arbitration (pre-arb) — a further escalation a bank can raise after you win a dispute. Arbitration is the stage beyond that. DisputeDash handles these per your pre-arbitration policy.
Account and structure
Section titled “Account and structure”Workspace — your company’s account in DisputeDash, holding all brands, connections, users, and disputes.
Brand — a store or storefront within your workspace. Disputes, processor accounts, assets, and templates all belong to a brand. See Managing brands.
Processor — your payment provider (Braintree, Stripe, PayPal, PayArc, Shopify Payments), the source of disputes.
Checkout platform — the system that holds your orders (UltraCart, Shopify), the source of order and delivery evidence.
Overage — a dispute processed beyond your plan’s monthly allowance, billed at your plan’s per-dispute rate. See Usage & overages.