Metrics
Disputes
Monitor disputes of non-card transaction in this high-level dashboard.
By default, the Disputes Metrics page excludes the following data:
- All card-based chargebacks
- Card-funded PayPal transactions
- Disputes that result in Rapid Dispute Resolution (see step 4 below to add these back in)
- Disputes with the status categories of cancelled, RFI, pre-arbitration, pre-dispute, notification_of_fraud, and pre-compliance (see step 4 below to add these back in)
Navigating Disputes
To explore the Disputes Metrics pages:1
Navigate to Disputes
Click Metrics in the main navigation, then click Disputes.
2
Select a tab
Each tab represents a different metric relevant to your non-card dispute data. Click a tab to view a graph of the associated metric over the last seven days. Your options include:
Dispute Rate
Dispute Rate
The percentage of non-card transactions for which customers issued disputes, calculated by dividing this month’s dispute count by this month’s transaction count; the bar lists in this tab show the count of non-card disputes
Dispute Count
Dispute Count
The total number of non-card transactions that customers filed a dispute for in the given time period
Dispute Value
Dispute Value
The total value of non-card transactions that customers filed a dispute for in a given time period
3
Set a date range
Use the Date Range filter in the top-right corner of the page to change the time period.
4
Filter out specific transactions
Click Dataset, then select from the following options:
Pending Transaction
Pending Transaction
Click toggle to remove pending transactions from your data.
All Chargeback & Dispute Statuses
All Chargeback & Dispute Statuses
Click toggle to include disputes resolved by Visa as Rapid Dispute Resolution, and those with the status categories of cancelled, RFI, pre-arbitration, pre-dispute, notification_of_fraud, and pre-compliance
5
Compare to previous period
Click the Compare to Previous Period toggle to view the value of that metric in the chosen time period side-by-side with that of the previous period, including the total or percent change in that value from one period to the next.
6
Apply additional settings to the chart
Click Options, then select from the following (availability varies by metric):
- Frame Relevant Range - Zoom in on the relevant range of values on the y-axis
- View Distribution - Adjust the chart to show the percent distribution of your data across a set of parameters; this option only appears for count and value tabs when using Focus mode
7
8
Ask Pagos AI to analyze your data
From the Dispute Rate tab, click Analyze Data to request a data summary from Pagos AI. The summary includes a full analysis of the data in the main graph and suggested next steps for researching potential issues.
9
Export your data
Click Export to select from the following options:
- Open With… - Select from the available options to continue your analysis in a different section of your Pagos Service Panel.
- Aggregated Data - Download the data displayed in the chart. If you’ve filtered or focused your data to any particular dimensions or parameters, these customizations will be reflected in the exported data.
- Transaction-Level Data - If you’re subscribed to Data Exports via Puffin, you can download the data for the individual transactions included in the chart. Downloaded charts will appear in your Exports page; keep in mind, each report download is subject to your Puffin pricing agreement.
Bar Lists
You can use bar lists on the Disputes page to identify how different segments of your business are impacted by non-card disputes. Click on a parameter in any graph to filter all graphs on the page to only show transactions that fit the chosen parameter. The available bar lists include:- Dispute Reason
- Dispute Status
- Processor
- Data Connection
- MID
- Payment Method
- Card Type
- Card Brand
- Stored Credential
- Customer Country
- Issuer Country
- BIN
- Issuer