Disputing a Transaction

You can dispute a transaction at any time after the transaction date.

Icons on the Transaction List screen indicate the status of a disputed transaction:

The Dispute Initiated icon indicates that a dispute has been submitted but not yet processed by J.P. Morgan.
The Dispute in Process icon indicates that the dispute is being processed.
The Dispute Resolved icon indicates that the dispute has been resolved. If a transaction dispute is resolved in less than 24 hours, it is not labeled as Disputed in PaymentNet.

To dispute a transaction:

Select Transactions > Manage.
Click the transaction you want to dispute.
Click Dispute.
Enter your email address in the E-mail Address field.
Select a dispute reason from the Dispute Reason list. For a complete list of dispute reasons and additional steps, refer to the table below.
Click Submit.

Transaction Dispute Reasons and Additional Steps
Dispute Reason	Additional Steps
Above-mentioned charge is not recognized.	If you select this dispute reason, the Additional Information text box displays. As needed, you can enter other transaction details in this text box.
Billed for an incorrect amount.	If you select this dispute reason, you must also enter a value in the Receipt Amount field. Enter the transaction amount indicated on the receipt you received from the merchant. The amount you were charged displays in the Statement Amount field.
Billed more than once by the same merchant.	If you select this dispute reason, you must indicate whether the card was in possession at the time of the transaction. Select Yes or No.
Canceled: Merchant/Service/Airline Ticket/Hotel Reservation	If you select this dispute reason, the Type of Transaction list displays. From this list, select the type of transaction that was canceled: Airline ticket, Hotel reservation, Merchandise, or Service.
Charged for purchase that was paid by other means.	If you select this dispute reason, the Additional Information text box displays. As needed, you can enter other transaction details in this text box.
I did not authorize this charge.	If you select this dispute reason, the Additional Information text box displays. As needed, you can enter other transaction details in this text box. For more information, see Fraudulent Transactions.
Merchandise not received that was to be shipped.	If you select this dispute reason, complete these additional fields: Merchandise Description A description of the merchandise that was not received. Date Expected The date when you expected to receive the merchandise. Date Merchant Contacted The date when you contacted the merchant. Explanation of Attempt to Resolve with Merchant A description that highlights how you attempted to resolve the charge with the merchant.
Merchandise/Service was received damaged or not as described.	If you select this dispute reason, the Type of Transaction list displays. From this list, select Merchandise or Service and complete the required fields below. These fields are included in the email sent to the Dispute department. Description of Merchandise/Service ordered A description of the merchandise you ordered. Description of how Merchandise/Service was not as described A description of the problem you identified with the merchandise you received. Date Merchant Contacted The date when you contacted the merchant. Explanation of Attempt to Resolve with Merchant A description that highlights how you attempted to resolve the charge with the merchant. Date of Tendered Return The date when you returned the merchandise to the merchant.
No credit issued for merchandise returned to store.	If you select this dispute reason, the Additional Information text box displays. As needed, you can enter other transaction details in this text box.
Other: Detailed information attached describing dispute.	If you select this dispute reason, the Additional Information text box displays. As needed, you can enter other transaction details in this text box.