The cardholder's bank escalates a dispute to pre-arbitration after they review the evidence that you provided for the chargeback and still rule in the cardholder's favor. A dispute can enter pre-arbitration for the following reasons:

• Your evidence doesn't address the dispute reason.
• Your evidence is valid but insufficient.
• The cardholder provides new or additional information to support their claim.

When your dispute enters pre-arbitration, our Risk Team reviews the dispute case and makes one of the following decisions:

• If the case is eligible for arbitration, our Risk Team escalates it with the card brand. Our Risk Team contacts you only if they require additional information.
• If the case isn't eligible for arbitration, the dispute closes, and the cardholder keeps the transaction amount.

To check the status of your dispute, you can view your chargeback status in Payroc Insights, call 1-888-477-4500 and follow the prompt for chargebacks, or email chargeback@payroc.com.