By the end of this article, you should be able to confidently manage disputes, unblock accounts, and handle chargeback issues effectively in SchoolCash.

Refer to Managing Chargebacks From Within SchoolCash Suite for a Chargebacks overview.

TABLE OF CONTENTS

• Steps to Manage Chargebacks
• Tracking the Chargeback Lifecycle
• File Upload Format & Restrictions
• Frequently Asked Questions
• Merchant Dashboard
• Tracking Your Disputes
• Dispute Types
• What Happens Next?
• Further Reading

Steps to Manage Chargebacks

1. Log in to your SchoolCash account.
2. Navigate to the Chargebacks section: Catalog > District > Chargebacks.
3. Review the details of the chargeback and assess if it needs to be contested.
4. If contesting, submit the required documents for review.

Tracking the Chargeback Lifecycle

After receiving a chargeback notification, upload the required documents within 10 days through the MerLink Portal. MerLink streamlines chargeback management by capturing data and document images, allowing fast responses to disputes.

2. Next, select the ‘Upload File’ button and follow the instructions. Refer to ‘File Upload Format & Restrictions’ below. 

    a. Multiple files can be uploaded, but only one at a time. Recommendation is to compile the files into a single PDF file. 

File Upload Format & Restrictions

• Produce a letter in the format of “To whom it may concern”. 
• Address the nature of the chargeback, e.g. if it’s a duplicate transaction, show it wasn’t duplicated. If there was an argument that there was no delivery, prove the delivery, etc. 
• Retrieve and provide all relevant transaction and invoice data/documents. 
• Give a brief description of the sale and why the sale is valid. 
• If there are T&Cs to the sale, provide those, e.g. refund policies if applicable. 
• Provide written correspondence relevant to the case.
• Keep the submission to 19 pages or less. 
• Number the pages (not required, but helpful). 
• Add the Latest Case # on every page (not required, but helpful). 
• File can be a maximum of 10 megabytes.

Frequently Asked Questions

Q: How can you tell if documents have been submitted successfully?

A: A confirmation screen appears after successfully uploading the documents.

Q: Are email notifications sent to confirm document submission?

A: No, email notifications are not sent after document submission.

Merchant Dashboard

On the merchant dashboard, you can view chargeback details in the Disputes section.

The dispute details include:

• MID
• DBA Name
• Date
• Date Filed
• Date Resolved (if still open, shows "Still Open")
• Dispute Type
• Case Number
• Card Type
• Amount of Dispute
• ARN
• Authorization Number (AUTH #)
• Transaction Date (date of original transaction)

Tracking Your Disputes

Use the ARN column in the Chargebacks page to track the progress of a chargeback. The ARN (Authorization Reference Number) remains the same throughout the process, while the Case Number updates as new information comes in.

Dispute Types

• VISA – Authorization & Fraud Related Dispute
• Mastercard – First Chargeback, First Reversal, Pre-Arbitration

What Happens Next?

During the dispute process, the issuing bank provides limited information. When a customer disputes a charge, the amount is debited from your merchant or school bank account. If the dispute is resolved in your favor, the funds are returned. However, the customer may challenge the outcome and initiate arbitration. Timelines vary by card brand (e.g., Visa: 30 days, Mastercard: 44 days, Discover: 30 days). If no status change occurs within that time frame, and the funds have not been returned, the dispute is typically settled in favor of the customer.

Further Reading

1. Managing Chargebacks From Within SchoolCash Suite
2. Managing Chargebacks Using SchoolCash POS