# Pre-arbitration

The cardholder's bank escalates a dispute to pre-arbitration after they review the evidence that you provided for the [chargeback](https://support.payroc.com/en-US/payments-fundamentals/disputes/chargebacks.md) 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](https://support.payroc.com/en-US/payroc-insights/reports/view-your-retrieval-requests-and-chargebacks-in-payroc-insights.md) in Payroc Insights, call **1-888-477-4500** and follow the prompt for chargebacks, or email [chargeback@payroc.com](mailto:chargeback@payroc.com).

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## Related articles

- [Disputes](https://support.payroc.com/en-US/payments-fundamentals/disputes/disputes-overview.md)
- [Retrieval requests](https://support.payroc.com/en-US/payments-fundamentals/disputes/retrieval-requests.md)
- [Respond to a retrieval request](https://support.payroc.com/en-US/payments-fundamentals/disputes/respond-to-a-retrieval-request.md)
- [Chargebacks](https://support.payroc.com/en-US/payments-fundamentals/disputes/chargebacks.md)

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From [Payroc Support](https://support.payroc.com/en-US/payments-fundamentals/disputes/pre-arbitration). Every page is listed in [llms.txt](https://support.payroc.com/llms.txt).