Skip to main content
Tutorial

DisputeDash

Introduction​

DisputeDash is a third party service that answers chargebacks for you. When a dispute opens at your payment processor, DisputeDash reads the matching order out of UltraCart, assembles the evidence, writes the rebuttal, and files it with the processor before the deadline.

Two things about the integration shape everything below:

  • It reads and writes. Unlike a one way data feed, DisputeDash both pulls records out of UltraCart and, when you enable the matching automation, writes back to the disputed order.
  • It connects per brand. Each brand or store you run in DisputeDash authorizes its own UltraCart account. One authorization does not cover the rest.

If you are comparing dispute services, the other partner integration in this area is Chargebacks 911, which works differently: it is a one way transmission of order data configured with API credentials on the Chargeback Processing page.

Prerequisites​

Before you start, you need:

  • An active DisputeDash account. Plans are listed on the DisputeDash pricing page.
  • Your payment processor connected inside DisputeDash. DisputeDash publishes integrations for Stripe, Braintree, PayPal, Adyen, Checkout.com, Square, Klarna, PayArc, Finix, and Airwallex.
  • An UltraCart login for the account you want to connect, with permission to authorize an application.
note

If you bill through Authorize.Net or NMI, check with DisputeDash before you subscribe. Neither appears on their published processor list.

Connect DisputeDash to UltraCart​

Connecting takes one click and happens mostly inside DisputeDash. There is no API key to generate in UltraCart and nothing to paste between the two systems.

  1. In DisputeDash, open the brand you want to connect and choose Connect with UltraCart.

  2. UltraCart's authorization screen opens and lists what DisputeDash is asking for. Review it, then approve.

  3. You are returned to DisputeDash with the brand connected.

Repeat this for each brand you run.

What DisputeDash can access​

Approving the authorization grants DisputeDash seven permissions on that UltraCart account. In merchant terms:

  • Reads your orders. Purchase details, delivery and tracking, billing, and order history, which is the raw material for the evidence packet.
  • Writes to the order. Adds a merchant note recording the dispute, and places a refund block on the disputed order.
  • Reads your auto orders. Recurring billing history, used as evidence that the customer had an ongoing, accepted relationship with you.
  • Reads your fraud filter. Checks what you already block.
  • Writes to your fraud filter. Adds a disputing customer's email address and card so future orders from them are declined.
  • Reads customer profiles. Customer details that support the case.
  • Reads conversations. Prior support and contact history, which strengthens the evidence.

DisputeDash writes only when you have enabled the matching automation. The read permissions are used to assemble dispute evidence.

The automations​

Three of the permissions above do nothing until you switch on the automation that uses them. You set these per brand in DisputeDash, not in UltraCart.

Automatic fraud filter writes. When a chargeback lands, DisputeDash adds the customer's email address and card to your UltraCart fraud filter, so a repeat attempt from the same buyer is declined at checkout.

Automatic refund block. DisputeDash places a refund block on the disputed order. This is the same block described as add refund block in the order review Refund menu, and it exists to prevent a costly mistake: refunding a charge that has already been reversed by a chargeback, which loses the money twice.

Merchant notes. DisputeDash records the dispute and its outcome as a merchant note on the UltraCart order, so your team sees the chargeback history on the order itself rather than in a separate tool.

warning

The refund block stops customer service from refunding that order in UltraCart while the dispute is being fought. If a rep needs to refund a blocked order, the block has to be cleared first.

Where the results appear in UltraCart​

Each automation writes to a screen you already use.

Fraud filter entries appear on the Fraud Prevention configuration page, at Main Menu → Configuration → (middle menu) Checkout → (scroll down) Fraud Prevention. You can review and remove entries there the same way you would for a filter you created yourself. See Establishing Fraud Filters From Placed Orders for how that screen works.

The refund block and the merchant note appear on the disputed order itself, which you reach at Main Menu → Operations → Order Management → View Orders, then by clicking the order ID in the results.

Subscription and recurring billing disputes​

Auto order history is the strongest evidence UltraCart gives DisputeDash, so subscription chargebacks are where the integration earns the most. When a customer disputes a rebill and claims they never agreed to it, DisputeDash pulls the full billing record from your auto orders and submits it as evidence of an ongoing, accepted relationship rather than answering with the single disputed transaction.

Disconnect DisputeDash​

Revoking the authorization cuts off both the reads and the writes for that brand immediately.

Troubleshooting​

DisputeDash is not finding the order for a dispute​

Symptoms: A dispute is open in DisputeDash but no UltraCart order is attached to it.

Cause: Some processors report the order number with formatting stripped, so it does not match the order ID stored in UltraCart.

Solution: DisputeDash reconstructs order IDs using the order ID prefix configured for the brand. Check that setting in DisputeDash first. If it is correct and orders still do not match, contact DisputeDash support.

The fraud filter and refund block automations are not running​

Symptoms: Disputes are being answered, but no fraud filter entries or refund blocks appear in UltraCart.

Cause: Those automations are off by default and are set per brand.

Solution: Open the brand's configuration in DisputeDash and enable the automations you want. They apply to disputes received after you turn them on.

Was this page helpful?