At a glance
The percentage of Authorize.Net transactions in active dispute (chargeback or pre-arbitration) at any point in the period. Includes won-recently and lost-recently. The leading indicator that pairs with aut_chargeback_rate.
| What it counts | COUNT(transactions in dispute or recently-resolved-dispute) / COUNT(settled) * 100. Includes Reason 4837 / 4853 / 4855 / 4863 cases, both pending merchant response and post-response. |
| API source | Authorize.Net Chargeback / Dispute API + FDS feed. |
| Currency | Currency-neutral. |
| Time window | 30D vsP. |
| Alert trigger | >1% absolute. |
| Sentiment key | gauge_inverse: good<=0.5, warn>1.0 |
| Roles | owner, finance, operations |
Calculation
Calculated automatically from your Authorize.net data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading.Worked example
“Heartland Hardware Co.”, 30 days ending 02 May 26.| State | Count | Notes |
|---|---|---|
| Active disputes (pending merchant response) | 4 | Within 7-day deadline |
| Pending issuer review (response submitted) | 6 | Awaiting verdict |
| Won (recently) | 3 | Defended successfully |
| Lost (recently, became chargebacks) | 6 | See aut_chargeback_rate |
| Total disputes in window | 19 | |
| Settled transactions in window | 2,964 | Denominator |
| Dispute rate | 0.64% |
- 0.64% is in the warning band (above 0.5% healthy line). The 4 active disputes need response within deadline (typically 7 days from notification).
- Win rate so far: 3 won / 9 resolved = 33%. Below the 35 to 50% target. Heartland needs better defence evidence: AVS match data, signed delivery proof, IP and device fingerprint.
- Pending count of 6 will resolve over next 30 to 60 days. Some flip to “won”, some to “lost”. Forecast roughly 35% win rate based on current performance.
- Active disputes of 4 are the immediate workload. Each requires merchant response with evidence. Missing the deadline means automatic loss.
- Use Visa CE 3.0 / Mastercard CE 3.0 to push back on Reason 4837 (no authorisation). 60 to 80% win rate when prior-purchase evidence is included.
Sibling cards merchants should reference together
| Card | Why pair it with Dispute Rate |
|---|---|
aut_chargeback_rate | The lost-disputes view. |
aut_refund_rate | High refund rate prevents disputes (proactive resolution). |
aut_top_payment_methods | Network-specific dispute patterns. |
Stripe stripe_dispute_rate / PayPal pp_dispute_rate | Cross-PSP comparison. |
Reconciling against the vendor’s own dashboard
Where to look in the Authorize.Net Dashboard: account.authorize.net → Reports → Chargebacks with status filter “Pending Response”, “Pending Review”, “Resolved”. Why our number may differ:| Reason | Direction | Why |
|---|---|---|
| State transitions | Either | A dispute moving from pending to resolved between syncs flips status. |
| Time zone | Boundary days off | Pacific batch cut-off vs UTC. |
| Comparison | Expected | Why |
|---|---|---|
aut_dispute_rate ↔ acquirer monthly statement | Same source | Acquirer feeds both views. |