> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Dispute Rate, Authorize.net > Dispute Rate for Authorize.net stores. Tracked live in Vortex IQ Nerve Centre. How to read it, why it matters, and how to act on it. **Metrics type:** [Supporting Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Payment Gateway](/nerve-centre/connectors#connectors-by-type) ## 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`](/nerve-centre/kpi-cards/authorize-net/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`](/nerve-centre/kpi-cards/authorize-net/chargeback-rate) | | **Total disputes in window** | **19** | | | Settled transactions in window | 2,964 | Denominator | | **Dispute rate** | **0.64%** | | What the merchant should notice: 1. **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). 2. **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. 3. **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. 4. **Active disputes of 4 are the immediate workload.** Each requires merchant response with evidence. Missing the deadline means automatic loss. 5. **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`](/nerve-centre/kpi-cards/authorize-net/chargeback-rate) | The lost-disputes view. | | [`aut_refund_rate`](/nerve-centre/kpi-cards/authorize-net/refund-rate) | High refund rate prevents disputes (proactive resolution). | | [`aut_top_payment_methods`](/nerve-centre/kpi-cards/authorize-net/top-payment-methods) | Network-specific dispute patterns. | | Stripe [`stripe_dispute_rate`](/nerve-centre/kpi-cards/stripe/dispute-rate) / PayPal [`pp_dispute_rate`](/nerve-centre/kpi-cards/paypal/dispute-rate) | Cross-PSP comparison. | ## Reconciling against the vendor's own dashboard **Where to look in the Authorize.Net Dashboard:** [account.authorize.net](https://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. | **Cross-connector reconciliation:** | Comparison | Expected | Why | | ----------------------------------------------- | ----------- | -------------------------- | | `aut_dispute_rate` ↔ acquirer monthly statement | Same source | Acquirer feeds both views. | ## Known limitations / merchant FAQs **Difference between dispute and chargeback?** A dispute is the active state: customer raised a complaint, merchant has time to respond. A chargeback is the resolved-against-merchant state: funds reversed. Disputes can also resolve in merchant's favour (won) or be withdrawn before becoming chargebacks. Disputes are the leading indicator; chargebacks are the lagging. **How long do I have to respond?** Visa: 30 days from chargeback notification. Mastercard: 45 days. Amex: 20 days. Authorize.Net surfaces the exact deadline per case in the dispute interface. **What evidence wins disputes?** For "card not authorised" (4837): signed-delivery proof, AVS match, prior similar transaction history (CE 3.0). For "goods not received" (4855): tracking number, delivery confirmation, customer email correspondence. For "not as described" (4853): product photos, return-policy text, customer signed acknowledgement. **Visa CE 3.0, Mastercard CE 3.0, what's new?** Both networks now allow merchants to defend "card-not-recognised" disputes by showing 2 prior similar transactions from the same customer (same IP within 365 days, plus same shipping address or device). Authorize.Net's dispute interface guides the evidence submission. **My win rate is dropping, why?** Common causes: (1) defence evidence quality dropped (less detailed shipping records, missing AVS data), (2) issuer-side review tightened (some banks side with cardholder by default), (3) "friendly fraud" pattern shift (more sophisticated customers). **3DS-passed transactions, can they still be disputed?** Most "card-not-authorised" reasons are blocked when 3DS passed (issuer liability). But "goods not received" or "not as described" disputes are unaffected by 3DS; the customer can still dispute service quality. **Subscription disputes, mitigations?** Clear cancel UX, recognisable billing-descriptor, monthly email reminder. Defence: customer's subscription history, login records, terms-of-service acknowledgement. *** ### Tracked live in Vortex IQ Nerve Centre *Dispute Rate* is one of hundreds of KPI pulses Vortex IQ tracks across Authorize.net and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.