The Chargeback/Retrieval Reports section in TransLink allows merchants to monitor chargebacks and retrieval requests, review dispute details, and submit supporting documentation directly to the TransFirst Chargeback Department.

This feature helps merchants respond to disputes quickly and track the status of open cases.

Viewing Chargebacks

To access your disputes:

1. From the top menu, select Merchant Reports.

2. Click Chargeback/Retrieval Reports.

3. Generate the report for the desired date range.

The report displays key information for each dispute, including:

• Record Number

• Chargeback or Retrieval Type

• Card Brand

• Transaction Date

• Disputed Amount

• Chargeback Date

• Reason Code

• Reason Description

• Response Status

Available actions include:

• View Documents – View the dispute documentation and details provided by the issuer.

• Send Documents – Upload supporting documentation to respond to the dispute.

Responding to a Dispute

To submit supporting documentation:

1. From the Chargeback/Retrieval Reports page, click Send Documents for the applicable dispute.

2. Complete the required fields:

   • Contact Name

   • Reference/Order Number (if applicable)

   • Rebuttal Reason

   • Explanation of the dispute response

3. Upload your supporting documentation.

4. Click Upload Text & File to Case to submit your response.
   

Rebuttal Reasons

When responding to a dispute, select the rebuttal reason that best matches your case. Available options include:

• Full or partial credit issued prior to the chargeback

• No record of cancellation or failure to follow the cancellation policy

• Non-refundable shipping/restocking policy

• Customer did not comply with the return policy

• Merchandise was shipped or delivered

• Services were rendered

• Proper disclosure of "All Sales Final"

• Other (with explanation)

Uploading Supporting Documentation

Supporting documentation is submitted directly to the TransFirst Chargeback Department through TransLink.

Please note:

• Up to 5 supporting documents can be uploaded for each dispute.

• Accepted file formats include BMP, GIF, TIF, TIFF, JPG, JPEG, PNG, and PDF (version 1.4 or later).

• Ensure all uploaded documents are clear, complete, and relevant to the dispute.

Examples of supporting documentation include:

• Signed receipts

• Invoices

• Proof of delivery or shipping confirmation

• Customer correspondence

• Cancellation policy acknowledgements

• Refund documentation

• Service completion records

Important: Do not issue a refund for a transaction that has already been charged back, as the cardholder has already been credited through the chargeback process.

Best Practices

• Review the Chargeback/Retrieval Reports regularly to identify new disputes.

• Respond before the stated deadline to avoid forfeiting your right to challenge the chargeback.

• Select the rebuttal reason that most accurately reflects your case.

• Include concise explanations and all relevant supporting documentation with your response.

• Keep copies of all submitted documentation for your records.