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Self-Service Disputes Guide

When a dispute event occurs, Bolt will send an email notification letting you know that a dispute has been filed and that action is required. You can represent these chargebacks by submitting evidence in the Merchant Dashboard.

Find a New Dispute

  1. Log into the Bolt Merchant Dashboard.
  2. Navigate to Disputes.
  3. Click a transaction from the table.
  4. The Disputes section displays information about chargebacks. New disputes show a status of Notification.

Pay attention to the Reply-by Date, which is set by the card network. To qualify for dispute representment, you must submit evidence on or before this date.

Dispute Stages

1. Retrieval Request

You may receive a retrieval request for a transaction, which sometimes precedes a chargeback. This is the customer requesting more information on a transaction prior to disputing it.

You have two options:

  • Accept: Directly refund the customer.
  • Dispute: Provide documentation to explain what the charge is and why it was legitimate.

We recommend responding to all retrieval requests as it can reduce the number of chargebacks filed.

Response Timelines


Mastercard & Discover



Visa & Amex


2. First Chargeback

The first stage for most disputes. A cardholder contacts their issuing bank and formally requests to file a dispute. For a full list of dispute reasons, refer to Chargeback Reason Codes.

Accept a Dispute

  1. In the Disputes section, click Accept Dispute.
  2. A confirmation modal appears. Click Accept Dispute.
  3. The dispute is closed and any funds related to the dispute are returned to the customer.
  4. The Disputes section of the transaction details shows as Dispute Accepted.

Dispute a Chargeback

In the Disputes section, click Submit Evidence. The Upload Documents modal appears.

  1. In Contested Amount, enter the amount of the dispute that you’d like to contest. By default, it is the total transaction amount.
  2. In Rebuttal Letter, select a file from your device. This is the cover letter for your chargeback representment package, summarizing the case and the evidence that supports it.
  3. In Additional Evidence, select the documentation files from your device appropriate for this chargeback’s reason code.

Review the evidence you uploaded carefully. After you submit, you will not be able to modify or withdraw these files.

File Requirements

File names must include the extension, which must match the file type. The following file types are supported:

  • .jpg
  • .gif
  • .png
  • .pdf
  • .tiff
Network Requirements


Visa



Discover



Mastercard



American Express


  1. Click Submit Evidence.
  2. The Disputes section now shows your uploaded evidence and the status changes to In Progress.
  • Click Accept Dispute at any time during the representment process to withdraw your defense.
  • When the dispute is won or lost, you’ll receive an email notification. You can also check the status at any time in the Disputes section of the transaction details.

3. Pre-arbitration & Arbitration

If the chargeback goes into an advanced dispute stage such as pre-arbitration or arbitration, the chargebacks team at Bolt might request additional information or evidence from you via email.

Money Movement

Dispute event Money movement
First chargeback Debited for the chargeback amount
Accept dispute None
No evidence submitted None
Dispute lost None
Dispute won Credited the contested amount

Get Help

  • Customer Success Manager (CSM): Your CSM is your point of contact for all things Bolt and can help you find answers to questions.
  • Email our Risk team: We’ll connect you with a member of Risk Ops who can help with questions about the dispute representment process.
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