---
title: "How to Appeal a Chargeback| SpotOn Merchant Dashboard"
canonical: "https://help.spoton.com/space/SK/2058190873/How%20to%20Appeal%20a%20Chargeback%7C%20SpotOn%20Merchant%20Dashboard"
format: markdown
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> ℹ️ [Chargebacks: What They Are and What to Expect](https://help.spoton.com/space/SK/4214095933/Chargebacks:+What+They+Are+and+What+to+Expect)
> ❌ If you’ve already received a chargeback notice and have confirmed that the cardholder is correct (for example, they were double-charged or charged by mistake), **do not issue a refund.** Instead, simply **choose not to dispute** the chargeback.
| **Action** | **Display** |
| --- | --- |
| 1. Go to [dashboard.spoton.com](https://dashboard.spoton.com/) and log in
2. Hover your cursor on the navigation bar on the left side of the screen
3. Select** Reports**
4. Select **Disputes**
> ⚠️ **Note:** This option may not appear in your dashboard for every case. If you don’t see the option to appeal, our support team is happy to help guide you through next steps. Contact SpotOn Support at **877-814-4102** |  |
| On the **Disputes Report** page, you will see all the disputes associated with your account, each row contains:
- Date the dispute was created
- Case Number
- Transaction ID
- Current Status
- Amount: which in some cases is different than the transaction amount
5. Use the **Date buttons** to select the appropriate date range, if needed
6. Use the **Status filter** drop down menu to view specific dispute statuses:
- **Action required**. This will include disputes we recommend appealing by providing supporting documents of the transaction, product, or service provided. This can be done by clicking “Appeal Dispute” and following the provided steps. **Please read the instructions carefully and gather as many supportive documents as you can before appealing the customer dispute.**
- **Under review**. After submitting your appeal, the customer’s bank is required to make a decision or take action. This can take up to one month.
- **Case closed**. The card issuer’s bank has reached its final decision. The decision is sent via letter to your business address. |  |
| 7. Select a dispute to view the details
8. Click **Appeal Dispute** to view instructions to fight the dispute
To submit the appeal, you will need to provide the **Case Number**, and **Amount** along with the following information:
**For Products**:
- Proof of delivery: tracking number, signed delivery confirmation, or any other proof
- If the item had delayed deliver provide the signed terms and conditions that state the expected delivery date
**For Services**:
- Proof of payment: signed invoice showing service was completed and the cardholder was satisfied
9. Click **Submit Appeal Online** to upload the documents for appeal |  |
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# Disputes & Chargeback Report FAQs
### What do the headers mean in the Dispute Details** **screen?
You will notice that each dispute has a unique header that represents the type of dispute and current stage:
- **Retrieval: **This is not a chargeback, so no funds have been debited. The card issuer is simply requesting more information about the transaction, often because the cardholder doesn’t recognize the charge or needs more details. Providing a prompt, thorough response can help prevent this from escalating into a chargeback.
- **First chargeback/chargeback**. The amount disputed by a customer has been debited from your account by the credit card company. You have a chance to appeal by responding to the chargeback within the given time frame.
- **First reversal/reversal**. Good news: your appeal documents have been received and submitted to the issuing bank/customer's credit card company to appeal the chargeback. To support you during this review, a temporary provisional credit has been added to your account. The issuer has **up to 30 days** to make their final decision. If the case is decided in your favor, the credit is yours to keep! If it goes against you, the temporary credit will be taken back.
- **Arbitration. **A process where Visa determines financial liability between members for interchangeable transactions that are presented and have completed the dispute cycle.
- **Pre-arbitration**. Your appeal has been denied by the credit card company/issuing bank. Pre arbitration fee is 600.00 minimum for all card brands. The fee is paid by whoever loses the case.
- **Allocation.** Fraud and authorization-related disputes—Visa’s technology determines who is liable between you or the cardholder.
- **Collaboration. **You and the cardholder’s bank share information to resolve the dispute.
- **Allocation reversal.** An outgoing pre-arbitration request submitted to the issuer with your supporting documentation. The issuer’s denial could result in the case being submitted to Arbitration by the acquirer.
- **Collaboration reversal**: Same as allocation reversal, just specific to Visa’s Collaboration cases.
- **Collaboration pre-arbitration**: Same as pre-arbitration, however this is specific to Visa Collaboration. In this case, the appeal may be cardholder related (such as credit not processed or not as described)
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### Does the disputed amount always equal the transaction amount?
No. The customer can dispute a different, yet lower, amount from the original transaction amount.
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### How can I find the original transaction?
Go to the day the transaction took place and find yours. There, you should look for the receipt or the order using the customer’s card number. If you are using our SpotOn Terminal POS and Virtual Terminal products, you can search for the transaction details in the transactions list located in the Virtual Terminal.
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### How long does it take for the status to be updated?
Dispute status can take up to 24 hours to update from the time it was changed in the bank’s records. Please expect a longer update time if you make an appeal over the weekend.
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### How do I know if I won the appeal?
Once the bank has reached a decision, a letter will be sent to your business with their decision and details. You will also see a positive amount in the Settlement Report if you’ve won the appeal.