Disputes

What is a dispute?

A dispute, also referred to as chargeback, inquiry or retrieval happens when a cardholder contacts their card issuer and demands to have a transaction refunded because they don’t recognize or question the payment.

Listing dispute cases

In my.clearhaus, managing dispute cases represents the handling of chargeback cases. A chargeback case is a request made by a cardholder to get back the money he has used in a transaction.

1. Log in to my.clearhaus.com
2. Go to the tab Disputes

There are 4 different states in Disputes:

• Open
• Under review
• Refuted
• Closed

Open- here active dispute cases are awaiting your attention.

Under review- the dispute case is being reviewed regarding the uploaded documentation and possible comments. If the documentation is lacking, and our agents have something to add, the case may go back to Open so you can take action.

Refuted- the documentation has been reviewed and sent to the issuer.

Closed- the dispute case has either been won or lost.

Refuting a dispute case

On a given dispute case page, an explanation for the current stage of the case will be provided. A list of required documentation to be uploaded is presented.

It is possible to send us comments on the case. Select Add comment, to further clarify your claim.

Please remember that the comments made are kept for internal use only, they are not sent to the issuer. All documents and statements that you consider important for your case must be uploaded. This field cannot be used for further assistance, if you have any questions regarding your Dispute - please contact us by email or telephone.

Under Documentation, upload the required documentation to back up your claim. Please upload your documentation as a single PDF file.

Failing to respond to a dispute case before the due date will most often result in the loss of the case. If one of your dispute has exceeded its due date you can contact our support at +45 82 82 22 00 and they will tell you what you can do.

After uploading the required documentation

1. Select the Actions drop-down button
2. Select Refute

Once you have selected Refute, the dispute case is moved to the Under review state.

After reviewing the documentation, one of our agents may ask for further clarification via comments.

If there are proper grounds for refuting the dispute case, the documentation is sent to the issuer and the case is moved to the Refuted state.

Accepting a dispute case

If you do not wish to refute the case:

• Select the Actions drop-down button
• Select Accept

Once you have selected Accept, the dispute is moved to the Closed state.

Note: Please be aware that a dispute case can have several stages. Depending on the case, you may have to perform some of the above steps several times before the dispute is resolved.