Highnote's simulator lets you test the process of managing disputes and chargebacks. Simulating disputes and chargebacks lets you plan for edge cases and map out your customer experience before launching your card product. This guide provides an overview of using the dispute and chargeback simulator in the Highnote dashboard. 

Create a test dispute

Use the following steps to create a test dispute from the Highnote dashboard: 

1. From the Highnote dashboard, click on your card product name. If you only have one card product, skip to step 2. 
2. Click Transactions and click on the transaction you wish to dispute. Only cleared transactions can be disputed. 
3. On the transaction details page, click Dispute. 
4. Select a Dispute Category. For more information on dispute categories, see Disputes and chargebacks.
5. Optional - If you want to issue a new payment card to the account holder, select the Issue a new payment card checkbox, set an Expiration Month and Year, and enable or disable the Activate Card on Creation option. 
6. Enter an amount. By default, amounts are in USD. 
7. Optional - Enter a Note.
8. Choose a Claim Type. 
9. Fill out all required fields on the Customer Info form. 
10. Click Create Dispute Case. 

Once you've created a dispute case, you can manage it from the disputes page of the dashboard. 

Create a test chargeback case

After submitting a dispute, you can update the status of the dispute case and open a chargeback case. Use the following steps to create a test chargeback case from the dashboard: 

1. From the Highnote dashboard, click on your card product name. If you only have one card product, skip to step 2. 
2. Click Disputes and select the dispute to create a chargeback case. 
3. Click Update and choose In progress from the Status drop-down. 
4. Click Update Dispute Case. 
5. On the dispute details page, click Create in the chargebacks section.
6. Confirm and adjust the amount, if necessary. The chargeback should equal the amount of the dispute. 
7. Click Create Chargeback. 

Once you've created a chargeback case, you can track the status of the dispute on the disputes page. 

Issue test provisional credits

When a chargeback case is being investigated, you may have to send your account holder provisional credits. Use the following steps to send test provisional credits to an account holder using the Highnote dashboard: 

1. From the Highnote dashboard, click on your card product name. If you only have one card product, skip to step 2. 
2. Click Disputes and select the dispute to create a chargeback case. 
3. Hover over the chargeback case and click the three-dot icon. 
4. Click Issue Provisional Credits. 
5. Click Issue Credits on the provisional credits pop-up. 

Issue test dispute credits

Dispute credits are issued when a chargeback case is won. Use the following steps to issue test dispute credits using the Highnote dashboard: 

1. From the Highnote dashboard, click on your card product name. If you only have one card product, skip to step 2. 
2. Click Disputes and select the dispute to create a chargeback case. 
3. Click Issue Credit. 

Update a test dispute case

To simulate the status changes a dispute case may go through, you can use the following steps to update a test dispute case using the Highnote dashboard: 

1. From the Highnote dashboard, click on your card product name. If you only have one card product, skip to step 2. 
2. Click Disputes and select the dispute to create a chargeback case. 
3. Click Update.
4. On the update tab, use the Status drop-down and choose a status. 
5. Click Update Dispute Case. 

Resolve a test chargeback case

Use the following steps to resolve a test chargeback case using the Highnote dashboard: 

1. From the Highnote dashboard, click on your card product name. If you only have one card product, skip to step 2. 
2. Click Disputes and select the dispute to create a chargeback case. 
3. Hover over the chargeback case and click the three-dot icon. 
4. Click Resolve Chargeback Case.
5. Confirm the chargeback amount and click Resolve Chargeback.