Overview
Dispute Management introduces a unified workflow for managing payment disputes directly within Glofox. You can see dispute status on member transactions, respond with evidence, view dispute activity in reports, and reconcile disputed transactions and reversals more easily.
What is included
• Dispute tracking on the member profile
• A guided evidence submission workflow
• A new Disputes tab in Transaction Reports
• Sales and Payout report updates that surface disputed transactions and reversals
Track disputes from the member profile
When a transaction is disputed, the invoice card on the member's Transactions tab changes color to reflect the current status. The color changes help staff quickly understand whether action is required, evidence has been submitted, or the dispute has been resolved.
| Status | Meaning |
| Action Required | A dispute has been opened and evidence is needed if staff want to contest it. |
| Evidence Submitted | Evidence has been submitted and the card network is reviewing the dispute. |
| Dispute Won | The card network ruled in the business's favor. The invoice returns to green and can be considered paid. |
| Dispute Lost | The dispute was decided against the business, or the business accepted it. The invoice turns red. |
Counter a dispute
To challenge a dispute, staff open the transaction and follow a guided three-step flow to submit evidence to the card network. From the Transactions tab, choose Counter Dispute from the Actions menu.
1. View the disputed transaction on the member's Transactions tab.
2. Complete the three-step form: enter the dispute reason and details, upload supporting documents, and confirm submission information.
3. Review all entered details and uploaded files before submitting.
4. Submit the evidence. The invoice card changes from orange to blue while the outcome is pending.
Accept a dispute
If you do not want to contest a dispute, you can accept it instead of submitting evidence. Acceptance is irreversible, and the card network will no longer accept evidence for that dispute.
• Use this option when the chargeback is valid.
• Use this option when contesting the dispute is not worthwhile.
• Accepted disputes appear red, the same as lost contested disputes.
Review disputes in reports
Disputes report
Find it under Transaction Reports > Disputes. The report provides a centralized view of open, pending, won, and lost disputes, along with the member name, dispute date, status, reason, and amount.
Sales and Payout report updates
- Disputed and lost transactions appear in the Failed section of the Sales Report
- Payout reports include full transaction detail for dispute-related reversals, making reconciliation easier for finance teams.