Description: Learn how to locate and use the Dispute Documentation section on the Dispute Case Details page in the Shift4 Customer Hub to view issuer case evidence and submit dispute evidence for United States and Canadian disputes.
Overview
The Dispute Documentation section is a dedicated area within the Dispute Case Details page in the Shift4 Customer Hub. It centralizes key issuer case evidence and your submitted artifacts in a single interface, so you no longer need to access external partner portals to retrieve or review your dispute documentation.
Note: To reach the Dispute Case Details page, follow the navigation steps in Dispute Manager Overview. The Dispute Documentation section appears alongside the dispute and transaction information on that page.
Internal Only:
Background
Before this feature existed, retrieving dispute documentation required different, high-friction workarounds depending on region:
- US disputes: Merchants had to leave the Shift4 ecosystem entirely and log into TSYS's Merlink portal to retrieve dispute documentation. Relying on this third-party tool created a fragmented user experience, and Merlink's outdated interface was a frequent source of merchant complaints.
- Canadian disputes: Merchants had to contact Chargeback Operations by email on a case-by-case basis to retrieve issuer documents. This manual process overloaded internal operations and led many merchants to abandon representment entirely, leaving money on the table.
What This Means for You
- Unified workflow: View, download, and manage all incoming dispute documentation and your outgoing evidence within one Shift4 environment.
- No more partner portals: You no longer need separate logins to Merlink or Global Payments to retrieve case documentation.
- Self-service access: Retrieve evidence on your own schedule, rather than waiting for an email request from Chargeback Operations.
Note: A Type column is coming to the Documents section to show file type at a glance. This is expected in late August 2026.
Regional Availability
- Enabled: US and CA MIDs. This eliminates the need to use the Merlink and Global Payments portals to retrieve case documentation.
- Disabled: EU MIDs. This region is excluded based on feedback from the EU Chargeback Operations team, which indicates low merchant utilization of this documentation and raises data privacy compliance considerations under EU regulations.
Supported Document Types
The Dispute Documentation section can include the following document types, as applicable per case:
- Association Documentation
- Authorization
- Bank Documentation
- Bank Representment
- Chargeback Notification Letter
- Credit
- Debit Advice
- Discover Merchant Arb Pending Advice
- Discover Merchant Pre-Arb Pending Advice
- Fax Confirmation
- Good Faith Collections Letter
- Green Card CRM Log
- Incoming Pre-Arb
- Investigator Letter
- Mastercard Merchant Arb Pending Advice
- Mastercard Merchant Pre-Arb Pending Advice
- Merchant Comments
- Merchant Documentation
- Merchant Letter
- Merchant Pre-Arb Advice
- Merchant Pre-Arb Debit Advice
- Miscellaneous Documentation
- Pre-Arb Bank Response Letter
- Pre-Arb Letter
- Pre-Compliance Letter
- Retrieval Cover
- Retrieval Request
- Reversal Acceptance
- Reversal Denial
- Sales Draft
- Second Retrieval Request
- Transaction
- Unknown
- Visa Merchant Pre-Arb Pending Advice
- VROL Questionnaire
Note: Unsupported document types, such as new or never-received ones, appear as "Unknown." Unknown file types are flagged and reviewed.
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