Disputes Module Overview in Kayana Partner Admin

Overview

Log in Open the Kayana Partner Admin and log in using your credentials.

Step 2 — Open Analytics & Reports In the left-hand sidebar, click on Analytics & Reports. This expands a dropdown revealing three submodules: Reports, Orders, and Disputes.

Step 3 — Select Disputes from the expanded dropdown. This takes you to the Payment Disputes page.

Payment Disputes

The Disputes module is the third submodule under Analytics & Reports in the Kayana Partner Admin. It allows partners to review, monitor, and respond to payment disputes and chargebacks raised against their business.

You will now be able to see all ongoing payment disputes for this property in a tabular view.

Order — The order ID, displayed as a hyperlink (e.g., #847165). Clicking it opens the dispute detail page for that order.

• Disputed Reason — The reason given for the dispute (e.g., "fraudulent").
• Disputed Date — The date and time the dispute was raised (e.g., 12-12-2025, 09:16:19 AM).
• Payment Date — The date and time the original payment was made (e.g., 12-12-2025, 09:15:00 AM).
• Disputed Status — A colour-coded status badge indicating the current state of the dispute. The statuses visible across the screenshots are:
• Pending — The dispute is awaiting action.
• Needs response — The dispute requires the partner to respond within the defend period.
• Dispute accepted — The partner has accepted the dispute.
• Dispute won — The partner successfully defended the dispute and won.
• Order Amount — The original value of the order in GBP (e.g., £31.05).
• Disputed Amount — The amount being disputed, displayed in red (e.g., £93.05). This figure typically includes the chargeback fee on top of the order amount.
• Actions — Contains a View button for each row (with an eye icon). Clicking View opens the Dispute Details page for that record.

Dispute Details Page

Clicking View on any row opens the Dispute details page.

Dispute Details

Displays the following fields and their values:

• Status — Current status of the dispute (e.g., "Needs response", "Pending", "Dispute accepted").
• PSP Reference — The payment service provider reference ID for the transaction (e.g., pi_3ScKeeG2p8BNaBTf0Myc8d5I).
• Auto Defended — Indicates whether the dispute was automatically defended (shows "No" in all visible examples).
• Reason — The stated reason for the dispute (e.g., "fraudulent").
• Disputed Amount — The disputed value, shown in red (e.g., £141.17).
• Dispute Date — Date and time the dispute was raised (e.g., 09 Dec 2025 06:44 AM).
• Defend Period Ends — The deadline by which the partner must act on the dispute (e.g., 17 Dec 2025 11:59 PM).

Payment Details

Displays the following fields:

• Merchant Name — The merchant account identifier (e.g., acct_1SJwMr78EX5IQ7WP).
• Card Number — The last four digits of the card used (e.g., 8259).
• Card Expiry Date — The expiry date of the card (e.g., 12/2031).
• Card Type — The card network (e.g., visa).
• PSP Reference — The PSP reference for the payment, matching the dispute reference.
• Payment Date — Date and time the payment was processed (e.g., 09 Dec 2025 06:44 AM).
• Order Amount — The original order value (e.g., £121.17).

Action Banner (Disputes with "Needs response" status only)

When a dispute has the status Needs response, a banner appears below the two panels. It reads:

"What action do you want to take with this dispute?" "Accepting means you agree with the cardholder. Defending requires evidence submission."

Two action buttons appear at the right end of this banner:

• Defend Dispute — Red button with a shield icon. Clicking this opens the Defend Dispute modal.
• Accept Dispute — Green button with a checkmark icon. Clicking this accepts the dispute, meaning the partner agrees with the cardholder's claim.

Important: When a dispute has already been actioned (status is "Dispute accepted", "Pending", or "Dispute won"), this banner and both buttons are not shown. The page displays only the Dispute Details and Payment Details panels with no further available actions.

Defend Dispute Modal

Clicking Defend Dispute opens a full modal overlay titled Defend Dispute, with the subtitle: "Select evidence types and provide supporting documents."

The modal is divided into two panels.

Select Evidence Types

A scrollable list of evidence types is shown, each with a checkbox to its left and a type badge to its right. Some of the evidence types visible are:

• Access Activity Log
• Billing Address
• Cancellation Policy
• Cancellation Policy Disclosure
• Cancellation Rebuttal
• Customer Communication

Checking a checkbox selects that evidence type and causes the corresponding input to appear in the right panel. Items that are selected are highlighted with a tinted background in the list.

Next Steps

To view and filter all orders placed across your property including order status and payment tracking, refer to the Reviewing Your Orders Under Analytics & Reports in Kayana Partner Admin guide.

To access other financial and operational reports including payout breakdowns and sales analytics, refer to the Reports Overview in Kayana Partner Admin guide.