Overview

Use this article to review chargebacks in SchoolCash Suite, submit supporting documents through the MerLink portal, and track disputes through to resolution. 


Before you begin


  • Have supporting documentation ready (for example, invoice details, refund policy, proof of delivery, or correspondence).
  • Submit requested documents by the deadline shown in the dispute to avoid an automatic loss.
  • Use your district email address for dispute correspondence. Do not use the purchaser’s email address.


Steps

  1. Log in to SchoolCash.
  2. Go to Catalog > District > Chargebacks.
  3. Open the chargeback to review the Case Number, Amount, Card Type, and any notes.
  4. If you are contesting the dispute, click Submit Documents to open the MerLink portal.
  5. In MerLink, enter:
    • Latest Case Number (from the Chargebacks page or Dispute Details)
    • Case Amount (from the Chargebacks page or Dispute Details)
    • Email Address (your district email address)
  6. Click Upload File and follow the prompts to upload your documentation.
  7. After uploading, confirm you see the on-screen confirmation that the documents were submitted.

File upload format and restrictions

  • Write a brief cover letter (for example, “To whom it may concern”).
  • Address the dispute reason directly (for example, duplicate transaction, no delivery, or refund policy).
  • Include relevant transaction and invoice documentation.
  • Include supporting correspondence related to the case.
  • Keep the submission to 19 pages or fewer.
  • File size limit is 10 MB.
  • Optional: Number pages and include the Latest Case Number on each page.

Tracking disputes

  • Use the ARN in the Chargebacks list to track the dispute end-to-end. The ARN stays the same throughout the lifecycle.
  • The Case Number can change as the dispute progresses, so always use the latest case number when uploading documentation.
  • On the merchant dashboard, dispute details may include MID, DBA Name, Date Filed, Date Resolved, Dispute Type, Card Type, Amount, ARN, Authorization Number, and Transaction Date.

Dispute types

  • Visa - Authorization and fraud-related disputes.
  • Mastercard - First chargeback, first reversal, and pre-arbitration.
  • Discover - Dispute types and timelines vary by card brand and case. Follow the deadlines and instructions shown in the dispute.

FAQs

Q: How can you tell if documents were submitted successfully?

A: MerLink displays an on-screen confirmation after the upload completes.


Q: Are email notifications sent after document submission?

A: No. Email notifications are not sent after document submission.


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