From time to time, customers may file a payment dispute with their credit card company regarding a transaction. With ThrivePay Installments, you have the tools and visibility to manage disputes efficiently to protect your business.
The ThrivePay Installments Merchant Hub provides centralized chargeback management where you can view dispute details, understand reason codes, upload compelling evidence, and communicate with the dispute resolution team—all from within your streamlined dashboard.
With clear visibility into chargeback timelines, reason codes, and required evidence, you can respond strategically and maximize your chances of winning disputes while maintaining accurate financial records across both platforms.
What is a Chargeback/Payment Dispute?
A chargeback (also known as a payment dispute) occurs when a customer contacts their credit card issuer to reverse a charge, claiming the transaction was unauthorized, the product wasn’t delivered, the service didn’t match what was advertised, or they didn’t recognize the charge on their statement.
When this happens, the card network temporarily returns the funds to the customer while investigating the claim. As the merchant, you have the opportunity to dispute this reversal by submitting evidence that proves the transaction was legitimate and the product or service was delivered as promised.
With ThrivePay Installments, you are responsible for gathering and submitting this evidence through the ThrivePay Installments Merchant Hub—ThriveCart does not assume liability or manage chargebacks on your behalf, and the funds are immediately debited from your account into a reserve for the corresponding chargeback amount.
The customer’s credit card company reviews the submitted evidence to make a final determination in who wins the chargeback.
ThriveCart, ThrivePay Installments, nor our financial partners have any decision-making ability in the chargeback process, and act solely as intermediaries sharing the information with the customer’s bank. The customer’s credit card company has sole discretion in the outcome.
If you don’t respond with compelling evidence by the deadline (typically 7-21 days), the chargeback automatically becomes final, the customer keeps the funds, and you lose the revenue from that sale.
Identifying Chargebacks in the ThrivePay Installments Dashboard
ThrivePay Installments will email you when a chargeback has been filed. An additional reminder email will be sent 3 days later to remind you to submit evidence in order to respond to that chargeback.
Accessing the Chargebacks Section
Navigate to the Chargebacks Management page from the left-hand menu in the ThrivePay Installments Dashboard. This central dashboard displays all chargebacks associated with your merchant account in chronological order.
Understanding the Chargeback Dashboard
Each chargeback entry displays critical information at a glance:
- Created Date: When the chargeback was initiated
- Merchant Name: Your business name (helpful if managing multiple merchants)
- Plan Number: The unique ThrivePay Installments plan ID
- Plan Status: Current status of the installment plan
- Reason: The chargeback reason category (Fraud, Service Not Provided, etc.)
The reason may be displayed as the credit card code, detailed below:
| Chargeback Reason | Visa | MasterCard | Amex | Discover |
| Fraud (Unauthorized Transaction) | 10.1-10.5 | 4837, 4863 | FRAUD, NOAUTH | UA01, UA02 |
| Merchandise Not Received | 13.1 | 4855 | RNF | RM |
| Product Not as Described/Defective | 13.3, 13.4 | 4853 | SNAD | RG |
| No Authorization | 11.3 | 4808 |
- Due Date: Critical deadline for submitting evidence
- Chargeback Status: Current stage of the dispute:
- Open: Chargeback case has been opened for review
- Pending: A dispute has been submitted and is awaiting a result
- Closed: Chargeback case closed by the shopper or issuer
- Lost: Chargeback case ruled in favor of the shopper
- Won: Chargeback case ruled in the merchant’s favor
- Other: Other reasons such as unrecognized
Filtering Chargebacks
Click the Filters button to narrow down chargebacks by:
- Chargeback Status (Open, Evidence Submitted, Won, Lost)
- Chargeback Created Date (custom date ranges)
- Reason Code (specific dispute reasons)
- Plan Number (search for specific customer plan)
- Plan Status (Active, Completed, Cancelled)
Use filters to prioritize urgent disputes approaching their due date or focus on specific chargeback types requiring similar evidence.
Viewing Chargeback Details
Clicking on the Plan ID will take you directly to their payment plan overview page, but clicking elsewhere on the Chargeback entry will open the chargeback submission page directly, where you will be able to review the below:
Plan & Customer Information:
- Plan Amount (total installment plan value)
- Plan Status (current installment plan status)
- Merchant Due Date (your deadline to submit evidence)
- Dispute ID (card network’s dispute reference)
- Installment Plan Number (links to payment plan in ThrivePay Installments dashboard)
- Shopper Name (customer who filed the chargeback)
- Chargeback Status (current dispute stage)
- Reason (detailed chargeback reason description)
- Multiple Chargebacks indicator (if customer filed multiple disputes)
This information provides the foundation for building your evidence package and understanding the dispute context.
Gathering Evidence in ThriveCart
Accessing Transaction Details
Before submitting evidence in the ThrivePay Installments Dashboard, gather comprehensive transaction data from your ThriveCart dashboard:
- Navigate to Transactions: Log into your ThriveCart dashboard and access your transactions dashboard
- Filter by Processor: Use the dropdown filter to select “Processor > ThrivePay Installments” to isolate installment purchases
- Locate the Order: Search by customer email, order ID, or Plan ID (visible in the transaction details)
- Open Order Details: Click “View” next to the specific transaction to view complete order information
Key Evidence to Collect
Customer & Transaction Data:
- Customer name, email, and billing address
- Invoice ID and transaction date
- Product purchased (name, description, product ID)
- Total purchase amount and installment plan details
- Payment confirmation and authorization records (available when viewing the payment details within your ThrivePay Installments dashboard)
- IP address and browser information (via export – if investigating fraud claims)
Product Delivery Evidence:
- Course completion records or progress metrics from their student profile within Learn (or your course management system)
- Download history for delivered digital files (if available through your file host)
Terms & Policies:
- Screenshots of product description at time of purchase
- Refund policy displayed at checkout
- Terms of service customer agreed to (via exporting the transaction)
- Email showing customer received and acknowledged policies (via invoice)
We recommend exporting the customer’s transaction from your dashboard (see more details on exporting here), as information such as the customer’s IP address and whether they agreed to the terms and conditions in checkout can be accessed from the exported CSV.
Evidence from your external systems
Communication Records:
- Customer support tickets related to this purchase
- Email correspondence (order confirmations, product delivery, support interactions, email campaigns related to product sent/opened)
- Any refund requests or complaints filed before the chargeback
For physical products:
- Tracking numbers and delivery confirmation
- Signed delivery receipts
- Shipping address matching billing address
Organizing Your Evidence
Create files to create a story of the interaction with the customer. For example you can compile all related information within a Word document, and then within each document you’ll be able to upload images, write descriptions, and share the full evidence.
You’ll then want to make sure to convert any Word document files into PDF format, and we also recommend clearly labelling these files, for example:
- invoice_[invoiceId].pdf – Order invoice from ThriveCart
- delivery_proof_[invoiceId].pdf – Screenshots of customer access/usage
- correspondence_[invoiceId].pdf – Compiled email thread
- terms_policies_[invoiceId].pdf – Checkout page screenshots with policies
- authorization_[invoiceId].pdf – Payment authorization records
Pro Tip: Take screenshots directly from your ThriveCart dashboard showing the transaction details, customer information, and order status. These timestamped records carry significant weight in disputes.
Submitting Evidence in ThrivePay Installments Dashboard
- Locate the Proof/Documents Section: Found at the top of the details page
- Review Uploaded Documents: Check if any evidence has already been submitted
- Upload New Files:
- Click the upload area or drag and drop files
- Supported formats: PDF, JPEG, JPG, PNG, GIF
- Upload all relevant evidence documents
- Use clear file names that describe the evidence type
- Verify Uploads: Confirm each file uploaded successfully and is viewable
- Delete if Necessary: Use the icon to remove and replace any incorrect files
Best Practice: Compile multiple pieces of related evidence into single PDF files (e.g., all email correspondence in one PDF, all login records in another) to keep your submission organized.
Adding Comments to Support Your Case
The Comments section allows you to provide narrative context for your evidence:
- Click into the Comments Box
- Type Your Explanation (up to 500 characters per comment)
- Click “Add Comment” to save
What to Include in Comments:
- Clear, concise explanation of why the chargeback is invalid
- Summary of evidence provided and what it proves
- Details about items purchased, quantity, and description
- Timeline of customer interactions (purchase date, access date, support contact dates)
- Explanation of any refund requests and how they were handled
- Key facts that directly refute the customer’s chargeback reason
Example Comment for “Service Not Provided” Dispute:
“Customer purchased “Marketing Course” product on Jan 15, 2026. Evidence shows clear login to access the course content, with a course progress status of 68% completion. Customer contacted support on Jan 20 with a technical question (resolved same day) and expressed satisfaction. Chargeback filed Feb 3 after three weeks of active use. All evidence attached demonstrates service was fully provided and actively used.”
Submitting Your Evidence Package
After uploading all documents and adding comments:
- Review Your Submission: Double-check all files uploaded correctly and comments are complete
- Note the Due Date: Ensure submission is well before the Merchant Due Date
- Submit Evidence: Follow ThrivePay Installment’s submission process (button/workflow will be indicated in the Hub)
- Confirm Submission: Verify the Chargeback Status changes to “Evidence Submitted”
- Monitor Status: Check back periodically for updates on the dispute outcome
Critical: Always respond before the Due Date shown on the transaction. Late submissions are typically auto-declined by card networks regardless of evidence quality.
Understanding the Customer Experience
When a customer files a chargeback on a ThrivePay Installments purchase:
- Customer Contacts Card Issuer: The customer disputes the charge with their credit card company, providing their reason for the chargeback
- Card Network Notifies ThrivePay Installments: The card network (Visa, MasterCard, Amex, Discover) sends the dispute to ThrivePay Installments as the Merchant of Record
- ThrivePay Installments Notifies You: The chargeback appears in your ThrivePay Installments dashboard with all details and a due date for response
- You Submit Evidence: You gather evidence from ThriveCart and submit it via the Chargeback Management section in ThrivePay Installments dashboard
- ThrivePay Installments Forwards to Card Network: ThrivePay Installments submits your evidence package in full to the card network for review
- Card Issuer Reviews: The customer’s bank reviews the evidence and makes a decision
- Decision Communicated: You see the outcome (Won/Lost) in your ThrivePay Installments Dashboard, typically within 60-90 days
What Customers See:
- They may receive requests for additional information from their card issuer
- Their plan is effectively paused (marked as “In Dispute) during the dispute process, meaning that future charges will not be processed until a decision has been made
- They do not have direct visibility into your evidence submission
- Final decision comes from their card issuer, not from you or ThrivePay Installments
If You Win:
- The chargeback is reversed
- Funds are returned to you (minus any processing fees)
- The installment plan continues as normal
- The shopper is given an option to:
- Update their card within six days to resume the plan.
- Pay the full balance.
- If there are no pending decisions and the shopper has not made any adjustments, the outstanding plan amount will be captured in full.
If You Lose:
- The chargeback stands
- Customer keeps the funds
- You may still disable their account access if appropriate
- Consider this data when evaluating future chargeback prevention strategies
- The plan is cancelled if the shopper does not update their card or pay in full
Frequently Asked Questions
- Q: How long do I have to respond to a chargeback?
- A: The Merchant Due Date is displayed in the Chargeback Details page. Typical response windows are 7-21 days from when the chargeback appears in your Hub. Always submit evidence well before this deadline—late submissions are typically auto-declined regardless of merit.
- A: The Merchant Due Date is displayed in the Chargeback Details page. Typical response windows are 7-21 days from when the chargeback appears in your Hub. Always submit evidence well before this deadline—late submissions are typically auto-declined regardless of merit.
- Q: What happens if I don’t respond to a chargeback?
- A: Failing to respond results in an automatic loss. The customer keeps the funds, and you lose the revenue. Even if you believe the chargeback is fraudulent or invalid, you must submit evidence to have any chance of winning the dispute.
- A: Failing to respond results in an automatic loss. The customer keeps the funds, and you lose the revenue. Even if you believe the chargeback is fraudulent or invalid, you must submit evidence to have any chance of winning the dispute.
- Q: Can I contact the customer directly about the chargeback?
- A: Yes, you can reach out to the customer to understand their concern and potentially resolve it directly. If the customer agrees to withdraw the chargeback, document this agreement and include it in your evidence. However, don’t rely on customer promises—always submit full evidence by the deadline in case they don’t follow through.
- A: Yes, you can reach out to the customer to understand their concern and potentially resolve it directly. If the customer agrees to withdraw the chargeback, document this agreement and include it in your evidence. However, don’t rely on customer promises—always submit full evidence by the deadline in case they don’t follow through.
- Q: Where do I find the Plan ID or Splitit transaction details in ThriveCart?
- A: In your ThriveCart dashboard at checkout.thrivecart.com, filter transactions by “ThrivePay Installments” as the payment processor. Each transaction will display the Plan ID, number of payments, and installment intervals. Click into the transaction for complete order details.
Troubleshooting
Issue: Chargeback Not Showing in Splitit Hub
Common Causes:
- Chargeback notification delay (can take 24-48 hours to appear in Hub)
- Chargeback filed on different merchant account (if you manage multiple businesses)
- Customer dispute still in inquiry stage (not yet a formal chargeback)
Resolution:
- Wait 24-48 hours and check again
- Verify you’re viewing the correct merchant account in the Hub (check dropdown if you have multiple)
- Check your ThriveCart transaction to confirm it was processed through ThrivePay Installments
- Review any email notifications from Splitit about the dispute
Reach out to support if: More than 72 hours have passed since notification of dispute, or you received a chargeback notification but cannot locate it in your ThrivePay Installments dashboard.
Issue: Cannot Upload Evidence Files
Common Causes:
- File format not supported (must be PDF, JPEG, JPG, PNG, or GIF)
- File size too large
- Browser compatibility issue
- Chargeback status doesn’t allow new uploads (already decided or past due date)
Resolution:
- Convert files to PDF or JPEG format
- Compress large files or split into multiple documents
- Try a different browser (Chrome recommended)
- Clear browser cache and cookies
- Check the Chargeback Status—if it shows “Lost” or “Won,” the window for uploads has closed
Reach out to support if: Files are in correct format, reasonable size, and chargeback is still open, but uploads consistently fail
Issue: Missing Transaction Details in ThriveCart
Common Causes:
- Searching wrong account or date range
- Transaction ID mismatch between ThrivePay Installments and ThriveCart
- Payment processed through different processor (not ThrivePay Installments)
Resolution:
- Search by customer email address instead of order ID
- Expand date range to include several months before the chargeback date
- Remove all filters and manually browse transactions around the purchase date
- Verify the Plan ID from Splitit and search for it specifically in ThriveCart
- Check if transaction might be under a different product or upsell
Reach out to support if: Customer email, Plan ID, and date range all confirm this should be in your ThriveCart account but transaction cannot be located