Support Services

Dex Migration for Dispute Management


Important Notice: Update to Disputes Management Process

Dear Valued Merchant,

We are excited to introduce Dex, our new state of the art platform. Dex is a quick, powerful, responsive and secure payment platform with some key features highlighted below.

Key Dex features include:

  • Transaction and funding datagrid
  • Ability to manage users
  • Disputes Management
  • Disputes Notifications
  • Ability to manage customers

What is changing?
You have been selected to be one of the first customers to begin using Dex as your main payment platform. As part of this change, your disputes will be managed in Dex. Effective September 3, 2018, you will no longer receive dispute-related information from our Risk department. You will have access to our Dex platform which will provide a full overview of all disputed transactions. Once you login into Dex, you can view the status of disputes and upload any documentation needed to manage your disputes. Our Risk department will only reach out to you if the dispute is related to American Express or partial dispute transactions, as these items are not yet available to manage within Dex.
 
Why is this process changing?
We have been working to automate the dispute process for some time. This enhancement takes away much of the manual work related to this process, making it much simpler and manageable for both merchants and Forte.
 
How does this change impact me?
Once you are setup to use Dex, you will need to login daily to review your dispute items and upload any documentation related to a dispute. You will no longer receive a spreadsheet from our Risk department related to these items, unless the dispute is related to American Express or partial disputes.
 
How do I get setup?
In order for you to get set up, you will need to provide a list of users that you would like to get setup within your organization. Dex is a permission-based platform so you will need to define the user roles as well. Please see details below regarding the different merchant roles within Dex. 
Please email your list of users (names and email addresses) to accountmanagement@forte.net. Once we setup the accounts, each person on your list will receive a formal Dex invite.
Roles and permissions
  • Admin - Has extensive permissions and control over modules in Dex including: inviting and managing additional users, API permissions and ability to oversee transactions and customers.
  • Manager - Can perform actions including refunds, but can not invite or manage users.
  • User - Can perform basic functions such as viewing and managing transactions, customers and payment methods.
How do I use Dex once I am setup?
We have created some training videos to help new users navigate through the platform. Please note that we are continually adding new features to Dex, therefore some of the new enhancements may not be included in the videos. So please review the system and reach out to us if you need any additional assistance.
  • For transactions and funding overview click here.
  • For disputes overview click here.
  • Additional documentation on Dex can be accessed by clicking here.  
We value your business and are consistently striving to better serve you. If you have any questions or concerns regarding this change, feel free to contact our Account Management team via email at accountmanagement@forte.net. Thank you,

Forte Payment Systems


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