Documentation Index
Fetch the complete documentation index at: https://docs.enfuce.com/llms.txt
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Overview
When a cardholder disputes a transaction, the process that follows is governed by card scheme rules that are detailed, deadline-driven, and change regularly. Enfuce’s Dispute Management service handles this on your behalf — so you do not need to build internal expertise in scheme dispute procedures, track rule updates across Visa and Mastercard, or manage the back-and-forth of representment and pre-arbitration yourself. Enfuce processes cardholder credits, chargebacks, write-offs, arbitration and compliance cases, and mandatory fraud reporting to card schemes. Your team’s role is limited to accepting the dispute from the cardholder and notifying Enfuce — the rest is handled.
What Dispute Management covers
Cardholder credits Once a dispute is accepted, Enfuce processes the provisional or final credit to the cardholder’s account as appropriate. Cardholders are not left waiting while scheme processes run in the background. Chargeback processing Enfuce manages the full chargeback lifecycle with Visa and Mastercard — submission, representment responses from the acquirer, and pre-arbitration if the dispute escalates. You do not need to interact with the schemes directly at any stage. Write-offs Where a dispute cannot be recovered through the chargeback process, or where the cost of pursuing it exceeds the transaction value, Enfuce can write off the balance directly. This avoids the operational overhead of chasing unrecoverable amounts. Scheme reporting Fraud and dispute reporting to Visa and Mastercard — including TC40 and SAFE filings — is handled by Enfuce as part of the service. These are mandatory obligations with strict deadlines and specific data requirements. Enfuce submits them accurately and on time without requiring you to compile or deliver the data separately. Arbitration and compliance cases In cases that escalate beyond pre-arbitration, Enfuce manages the arbitration and compliance filing process with the relevant scheme on your behalf.How the dispute process works
The process follows a clear sequence of responsibilities across your team and Enfuce:- Cardholder contacts your customer service to dispute a transaction.
- Your team identifies the cardholder and accepts the dispute. Enfuce provides guidance and training to support your team in handling these conversations correctly.
- Your team notifies Enfuce — via the MyEnfuce portal or the Dispute API — with the relevant case details.
- Enfuce processes the cardholder credit and initiates the chargeback with the card scheme according to scheme rules.
- Enfuce manages all follow-up actions — representment, pre-arbitration, scheme reporting — until the case is resolved. If the dispute originates from a confirmed fraud case, Enfuce also handles the fraud reporting to the card scheme at the same time.
Scope of actions by ledger model
The range of dispute resolution actions Enfuce can perform on your behalf depends on whether your programme operates on the Enfuce ledger or your own ledger. This distinction matters because several actions — particularly those that directly affect cardholder balances — can only be executed by Enfuce when it holds and controls the underlying financial record.Enfuce ledger customers
When your programme runs on the Enfuce ledger, Enfuce holds the authoritative record of cardholder balances and transactions. This gives the Enfuce dispute team direct access to execute financial adjustments as part of the resolution process, without requiring a separate action on your side. The full range of dispute resolution actions is available:- Cardholder credit — Enfuce applies provisional or final credits directly to the cardholder’s account. No instruction from your system is required.
- Write-offs — Where a dispute cannot be recovered, Enfuce writes off the balance directly against the ledger.
- Chargebacks — Enfuce initiates and manages the full chargeback lifecycle, including submission, representment, and pre-arbitration. The financial outcome is reconciled directly against the cardholder record once the scheme process concludes.
- Scheme reporting — TC40 and SAFE filings are submitted by Enfuce using transaction-level data it holds as part of the ledger record. No separate data provision is required from you.
Customers with their own ledger
When you maintain your own ledger, Enfuce does not hold or control the cardholder balance record. Financial adjustments — credits and write-offs — must originate within your own system. Enfuce’s role in this model covers the actions that operate at the scheme and network level:- Chargebacks — Enfuce initiates and manages the chargeback process with the card scheme, including representment and pre-arbitration. However, the financial reconciliation of the outcome must be handled by your team within your own ledger.
- Scheme reporting — Enfuce submits fraud and dispute reports using the transaction data available at the network level. Where you hold additional transaction detail not visible to Enfuce, you will need to provide this separately to ensure filings are complete.
Summary
| Action | Enfuce ledger | Customer ledger |
|---|---|---|
| Cardholder credit | ✓ | ✗ |
| Write-offs | ✓ | ✗ |
| Chargebacks (full lifecycle) | ✓ | ✓ |
| Financial reconciliation of chargeback outcome | ✓ | Customer |
| Scheme reporting (TC40 / SAFE) | ✓ | Partial |
Customers who maintain their own ledger require a more coordinated operating model — any financial resolution steps are handed back to your team for execution after Enfuce completes the scheme-facing actions. If you are unsure which model applies to your programme, check with your Enfuce account contact.
Related pages
Fraud Management
How Enfuce monitors transactions and manages fraud cases on your behalf
Case Management in MyEnfuce
How to view, review, and resolve fraud notifications in the portal