How do I monitor the process of a dispute?

A disputed transaction may be at a number of different stages depending on which actions are pending or complete.

The following statuses are possible:

• Disputed: a transaction that has been disputed is always marked 'Disputed'. You will receive an email notification with instructions regarding the documents that you must submit electronically.
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• Pending: a transaction dispute for which you have submitted supporting documents and/or is under consideration by Viva.com is marked 'Pending'. If necessary, you may be asked to provide additional documents.
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• Awaiting decision: when the submission of the supporting documents is complete, Viva.com submits them to the customer/cardholder's bank in order for a final decision and resolution of the dispute. This process may take up to 120 calendar days.
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• Success: a transaction dispute for which the bank has accepted the relevant documentation you have submitted is marked 'Successful'. In this case, the amount originally withheld from your account, in order to return the money to the customer, is refunded in full and there is no financial charge.
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• Failed: a transaction dispute accepted by the bank is marked 'Failed'. In this case, you will be charged administrative fees, according to the applicable price list.
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• Reserved: A transaction may be reserved after its completion due to international regulations applied by Viva.com to ensure an absolutely secure transaction environment for all its customers.

  A reserved transaction usually means that additional investigation is required by the fraud control department.

We remind you that, according to the terms of use of the service, you are obligated to maintain your customers' information as well as the transactions conducted through Viva.com.

#How to Locate Disputed Transactions in Your Account

1. Log in to your Viva.com Account.

2. Go to the Sales menu and select Sales Transactions.

3. Search for the transaction you're interested in:

   • Set the date range during which the transaction took place.

   • Then, you have two options to narrow down the results:

     • Enter the exact amount of the transaction in the Search field (above the Date & Time column). This will display only transactions matching that amount.

     • Click on Advanced Search and:

       • Select the "Disputed" filter from the Remarks field, and/or

       • Select the "Reserved transactions" filter to quickly find transactions that may be under dispute.

4. Click on "Info" next to the transaction to view more information.

5. A pop-up window will appear with several tabs, where you can view or submit relevant information:

   • General: See transaction details such as date, time, amount, description, etc.

   • Customer: View information related to the customer/cardholder.

   • Documents: Upload the required supporting documents.

     Important: Don’t forget to click "Submit" after uploading your files. It's common for users to upload files without submitting them, thinking the process is complete.

   • History: Track the progress of the dispute and view the final decision.

For disputes related to transactions made via Klarna, please check the details provided here.