When we receive a dispute from the issuing bank, we first look at our own records to try to resolve the dispute automatically. If we do not have the necessary information, the dispute will receive a status of "Return to Merchant" and we will send you a Dispute Document if you manage your disputes manually. If you subscribe to our Online Dispute Management System, the process can be managed electronically, saving you time and money.
Complete the Dispute Document with as much information as you have available, and return it to our Dispute Department. You can return it to us by one of the following methods:
• Email it to dispute_acme@acme.com
• Fax it to the number found on the form
• Mail it to the physical address on the form
If you fill out and submit this documentation, the analyst will review your rebuttal to ensure compliance with the payment brand rules and regulations. If your response is consistent with the rules and regulations, then the dispute is represented for review by the payment brands, and the disputed funds may be returned to your account.
If you do not fill out and submit this documentation within the required timeframe, then the dispute automatically moves forward unchallenged and the disputed funds will not be returned to you.