Dispute System Interface for Merchants - Help Guide

The Dispute System Interface for Merchants is an online solution that is designed to assist Merchants with the management of Disputes in accordance with Discover Network's Dispute Rules.

• What are the requirements for my system to access Discover Network's online Dispute System Interface?
• I have multiple accounts. How can I view a Dispute on different Merchant Numbers?
• How do I respond electronically to multiple Ticket Retrieval Requests for a single Merchant?
• I want to respond to a Chargeback by submitting a Representment Request. What do I need to do?
• When I log onto the Merchant Account Center, it shows my Disputes as unviewed, although I had already responded to them in the Dispute System. Why does the Merchant Account Center say that I haven't viewed my Disputes?

Dispute System Interface - User Manual

Dispute System Interface - Tour

Access Dispute Mutual Assistance Contact Directory

Q. What are the requirements for my system to access Discover Network's online Dispute System Interface?
A: The following browsers have been tested for accessing the Dispute System:

• Microsoft Internet Explorer 6.0
• Firefox 2.0.0.14

Q. I have multiple accounts. How can I view a Dispute on different Merchant Numbers?
A: Use your Set Manager number when logging into the Merchant Account Center. When you link to the Dispute System, the Merchant Number field can be changed to any one of the assigned outlets. Logging in with your Set Manager number displays all of your disputes for all of your account. To view disputes for a specific assigned outlet, change the Merchant Number field to any one of your outlets.

Q. How do I respond electronically to multiple Ticket Retrieval Requests for a single Merchant?
A:

1. Access the Case Search screen and enter the Merchant Number.
2. Select Date Search and enter the date range associated with the Ticket Retrieval Request.
   Result: The Case Results populate.
3. For each Dispute case, click Browse to locate the TIFF or PDF file.
4. Locate the file that you want to attach to the specified case.
   Result: The file path appears in the text box.
5. Click Upload to attach an image that you plan to submit in response to the Ticket Retrieval Request
   Result: An icon appears representing the progress of the transmission of each image to Discover Network.
   Repeat the process for each response to a Ticket Retrieval Request.

Q. I want to respond to a Chargeback by submitting a Representment Request. What do I need to do?
A:

1. Access the Case Search screen and enter the Merchant Number.
2. Select Date Search and enter the date range associated with the Chargeback.
3. Once the Case Results populate, locate the Dispute case for the Chargeback and click on the Case Number.
   Result: The Case Details page populates.
4. Under the Manage Case section, select the Representment Request follow-up action.
   Result: An Image upload box appears.
5. You must select the Browse button to locate one or more files to attach, and then upload the image. (You can upload up to 3 images to submit in a Representment Request in response to a Chargeback.)

Q. When I log onto the Merchant Account Center, it shows my Disputes as unviewed, although I had already responded to them in the Dispute System. Why does the Merchant Account Center say that I haven't viewed my Disputes?
A: Both the Merchant Account Center and the Dispute system allow you to access Disputes that are viewed or unviewed. These are separate systems. Viewing a Dispute in either system does not update that Dispute as "viewed" in the other system.

Example: If you view a Dispute in the Dispute System, the status reflects as “Viewed” in the Dispute System. However, if you do not view a Dispute in the Merchant Account Center, the status remains unviewed in the Merchant Account Center until you view the Dispute in the Merchant Account Center.