How disputes and cases work
Every dispute from every source lands in one queue, sorted by deadline, with a clear next step.
Where in VerdikxDisputes → Cases
Where cases come from
- Shopify Payments disputes arrive from Shopify automatically, and Verdikx starts building the evidence packet right away.
- Connected processors (Stripe, Braintree, Adyen and the others) sync on their own schedule.
- Forwarded emails and CSV imports become cases too.
The queue
Open Disputes → Cases. Open cases come first, soonest deadline at the top. Filter by processor, status, due date or Autopilot state, or search by order, email or case ID.
Statuses
- Needs response: you still need to respond.
- Under review: evidence was submitted and the bank is reviewing it.
- Won or Lost: the final outcome from the processor.
- Prevented: the processor closed the dispute before a chargeback, usually with a refund. Nothing more to send; it isn't counted as won.
Act on the customer
Open the case and use More: Block customer, Cancel order & block customer (both ask you to confirm first) or Mark customer as trusted. These actions are on the case page only, not on the Disputes list. More in the packet step also has Download preparation manifest, a record of what went into the packet.
Deadlines show as days left, hours left (under 48 hours), or Overdue. “No deadline” means the processor didn't share one; check the notice.
The next step
Each case shows one button for what to do next:
- Link order, if the dispute isn't matched to a Shopify order yet.
- Build packet to assemble the evidence.
- Review & submit (or Review & mark sent for processors you answer outside Verdikx).
Open a case to see the evidence Verdikx captured, draft a response and submit it.