Providers are notified by email if a dispute arises, but you can also view a list of current disputed charges at your program. Each dispute will display its status, so you can track its progress throughout the dispute process.
View disputed charges
Log in on the web
Click Billing in the sidebar menu
To view a full list of disputed payments for your program:
From the At a Glance tab, open the Payments tab
Look for a 'Payment status' of Disputed
To view disputed payments for a specific student:
Open the Students tab
Next, click the All transactions tab > Credits & Payments
Look for a 'Payment status' of Disputed
Note: The capability to see more detailed information on disputes in your brightwheel account was released in January 2022 and will only be available for disputes initiated after that time period.
Understand dispute statuses
Parents will be able to see dispute statuses in their accounts. The statuses related to disputes you may see as an administrator are:
Disputed (open)
This means the dispute is ongoing and remains open. By hovering over the question mark icon, you will see a hyperlink that directs you to the Credit Card Disputes section of this article for steps on how to submit evidence and fight the dispute.
Disputed (lost)
This means the dispute was won by the payer and lost by the program and therefore, the payer received their money back. For ACH Disputes specifically, the bank will automatically side with their customer (the parent) and close the dispute in their favor. ACH disputes will only ever show this status.
Disputes are generally initiated for the full amount of a payment. If the dispute is filed and the payer wins, the amount of the payment and any processing fees will be withdrawn from the program’s deposit account.
Disputed (won)
This means the dispute was won by the program and lost by the payer and therefore, the payer did not receive their money back.