Dispute Manager Overview

Description: Learn general information about the Dispute Manager feature in Lighthouse Business Manager (LBM).

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Note: This feature is currently in pilot in the US.

Dispute Manager allows merchants to view and respond to disputes with the needed evidence.
The dispute manager also informs on the dispute resolution, providing dates and dispute status along the process.

All actions in Dispute Manager must be completed by the merchant. Shift4 resources are not allowed to complete these actions.

Working a case in the dispute manager:

1. In LBM, under Transactions on the left navigation menu, go to the Disputes sub-item.
2. You can adjust the viewable time period, this is set to the last 90 days by default.
3. Users can view all the chargebacks received Under the "Need response" section. They need the merchant's attention and review and the number of days left to act on the dispute.

Users can choose a dispute, select it, and they will see the following page.

Together with all the dispute information and the original transaction information, the user can either accept the dispute or respond to it.

Events log shows all the events that accrued for this dispute including date and time.

If user decides to respond to a chargeback, they enter this screen where they can add additional evidence and upload any required documentation they might have including receipts, signature and other documents.

In the "In Review" queue, the chargebacks that were responded are going to appear. The status indicates that the chargeback is reviewed by the issuing bank.

Users can go and review the evidence that was submitted at any point.

Note: If you have a question regarding an ongoing Dispute, please contact [e-mail].

This is another image of the events log.