Disputes, chargebacks, and fraud alerts sometimes happen related to card payments and can impact your revenue and daily business. Knowing what these mean and how to respond quickly helps protect your business from losing money. The system notifies you when you have such cases, and here is where you see them and how you can react. 
You’ll receive email notifications and can manage these cases directly from the restaurant admin panel.
In the Reports -> Oracle payments section, the Disputes tab shows notifications from the payment processor: notification of chargeback, chargeback, request for information and fraud alerts.

Disputes, Notification of chargeback, Chargeback

A dispute refers to a situation where a cardholder (food client) challenges a payment made with their card. This may occur when the food client might have received a wrong or incomplete food order, the merchant made a processing error and accidentally charged the food client twice etc.
In this case, you are shown a Notification of chargeback in their restaurant admin panel and receive an email:

Clicking on See dispute directs you to the admin panel -> Reports -> Oracle payments -> Disputes section where you can choose to defend or accept the chargeback.

If no action is taken, you will receive a second email notification and a second entry will be created for the same chargeback - Chargeback. You can upload the documents to dispute the chargeback as well or you can accept it.  
A restaurant needs to submit the evidence that they fulfilled the order within due timeframe, shown as Due in days, as of the current day, otherwise the chargeback will be awarded to the food client by default. Once they have submitted the defense, the card issuer will either accept or decline it.

Request Information notification

It is possible that at some stage in the dispute process the cardholder's bank might request more information about a transaction before deciding whether to proceed with a chargeback. This can happen before a Notification of chargeback event or after. It's a step taken to potentially resolve a dispute before a chargeback is initiated. The restaurant is also notified by email.
In this case, the restaurant is recommended to upload the relevant documents as this may lead to a dispute resolution in this stage. If the response is not satisfactory or the merchant fails to respond, the dispute may proceed to a chargeback.

Notification of fraud 

A restaurant may also receive a Notification of Fraud. They will also be informed by this in an email; upon clicking the button in that email the account holder is redirected towards admin panel -> Disputes section. The Notification of Fraud is an early warning that notifies a merchant about a potentially fraudulent transaction.
Upon receiving a Notification of Fraud, restaurants should review the transaction and potentially refund it.

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Now that you know what each of the notifications mean and how to handle them, please be make sure that:

• You pay attention to emails announcing disputes.
• Check your report regularly for notifications of fraud (sometimes emails are missed or directed to a spam folder).

It is also recommended to revisit the other payments reports you can access from your restaurant admin panel.