How to View and Manage Disputes

How to View and Manage Disputes

The Disputes function in CCC replaces the old Dispute Manager tools, giving you one central place to view, respond to, and track chargebacks and inquiries. 
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1. Access the Disputes Dashboard 
1. From the main CCC menu, click Manage. 
2. Select the Disputes tile. 


3. You’ll land on the Disputes home screen, which shows: 
  1. Chargebacks widget – total open chargeback cases. 
  2. Inquiries widget – total open inquiry cases. 

4. Select the desired date range and click the blue case count hyperlink in either widget to see the cases needing action.  


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3. Viewing Case Details 
From the worklist, click View Case next to a dispute. You can also Schedule this report to receive it to your inbox as often as needed. 



You’ll see the Expanded Case Details screen with these sections: 
  1. Case Details – Key info about the dispute, reason code, and challenge recommendations. 
  2. Transaction Details – Associated payment info. 
  3. Documents – View/download supporting files from the network or upload your own. 
  4. User Notes – Internal notes tied to this dispute. 
  5. Card History – Last 6 months of related transactions (authorization, settlement, chargeback). 
  6. Messages – Status updates from the network. 
 
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4. Taking Action on a Dispute 
Available actions depend on your permissions and case eligibility: 
  1. Challenge – Dispute the chargeback by: 
    1. Selecting “Challenge” from the Actions dropdown. 
    2. Choosing a challenge reason. 
  2. Uploading supporting documentation (PDF, JPG, PNG, etc., up to 25 files, 5 MB each for NA platforms).
  3. Accept – Confirm you will not challenge the case.
  4. Undo (same-day only) – If you uploaded the wrong document or made an error before the daily cutoff, you can undo your action to restore the case. 
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5. Tracking Case Status 
  1. The Status field in Case Details updates after any action is taken. 
  2. To see recent updates:
    1. Go to View → Disputes → Chargeback  

 
  1. Use the Analysis Date filter set to Status Date.  

  1. For a history of all actions, run the Audit Search report. 
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6. Pro Tips 
  1. Daily Cutoff Times for dispute processing is 5:00 - 5:30 PM EST. Actions after this time will process next business day. 
  2. Challenge Recommendations in Case Details can guide you on what evidence to provide. 
  3. You can work disputes simultaneously with other users—only the first accepted action per case will process. 
 

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