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How to Respond to a Card Payment Dispute on Cents Connect Devices (Penny & Pulse)

Gather the evidence you need to challenge a card payment dispute (chargeback) on a self-service payment taken through a Cents Connect device, using Payroc, Worldnet, and Cents Business Manager.

Written by Euri

When a customer disputes a card payment they made at one of your machines, their card issuer can open a dispute (also called a chargeback). The funds are pulled back while the issuer reviews it. The good news is you can fight it. This guide walks you through gathering the evidence to challenge a dispute on a self-service card payment taken through a Cents Connect device.

Before you begin

You'll pull one piece of evidence from each of three systems, then combine them so the payment can be traced from the dispute all the way to the exact machine turn. You'll need:

  • Access to your Payroc merchant portal

  • Access to your Worldnet processing terminal

  • Access to Cents Business Manager

If you don't have access to Payroc or Worldnet, reach out to Cents support first. These portals aren't switched on for every operator by default, so we'll help get you set up.

Step 1: Find the dispute in Payroc

  1. Log in to Payroc.

  2. Go to Reports > Merchant Company > Chargebacks / Retrievals.

  3. Open the dispute to view the transaction details.

  4. Note the first 6 and last 4 digits of the card used, and screenshot the dispute details for your records.

Step 2: Pull the matching receipt in Worldnet

  1. Log in to Worldnet and open your Processing Terminal.

  2. Go to Reporting > Closed Batch > Transactions.

  3. Filter by Card Number and enter the first 6 and last 4 digits you captured in Step 1. You can also narrow by Terminal Number. Run the search.

  4. Open the matching payment, click the Action menu (the three dots), and select Transaction Details.

  5. Screenshot this page and copy the Unique Reference. You'll need it for the next step.

Step 3: Trace it to the machine in Business Manager

  1. Log in to Cents Business Manager.

  2. Run the Machine Turn Details report for the date or dates the payment was made.

  3. Apply the Payment Note filter and paste in the Unique Reference from Step 2. This pinpoints the exact machine, date, time, and amount paid.

  4. Screenshot and download the report.

Step 4: Submit your evidence to Payroc

Send everything you gathered back to Payroc to challenge the dispute:

  • The Payroc chargeback details

  • The Worldnet receipt and transaction details

  • The Machine Turn Details report showing the turn tied to that payment

Together, these show the payment was valid and the service was delivered.


Tips

  • Act quickly. You usually have 60 days from the date of the dispute notice to respond, so start gathering your evidence as soon as you receive it.

  • Keep your screenshots organized by date so the payment can be followed cleanly from dispute, to receipt, to machine turn.

  • The Unique Reference is what ties all three systems together. If your Business Manager search comes up empty, double-check you pasted the full Unique Reference into the Payment Note filter and that your report date range covers the payment date.

Need a hand? Reach out to Cents support at [email protected].

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