Disputes

A dispute is raised by the merchant against a finished payin — one that was declined, and also one that was approved for a different amount than the customer actually sent. The trader who served the operation answers it.

Lifecycle

merchant creates a dispute
    -> dispute is pending, funds are held on the trader
    -> trader approves or declines it
    -> merchant is notified of the outcome

Only one dispute can be open on an operation at a time; a second request while one is pending is rejected. If the trader declines the dispute, the merchant may raise another one. Once a dispute has been approved, the operation is closed to further disputes.

A dispute status is not a payment status — approving a dispute does not turn a declined payin into an approved one.

Answering a dispute

Open the pending dispute and compare its token, amount, currency and requisite with the original operation, then answer with approved or declined together with a reason code and a comment.

The trader app also shows the documents the merchant attached and the payments the dispute refers to.

Blocking a requisite during a dispute

A requisite with deactivate_dispute_present enabled drops out of selection as soon as a dispute is opened against one of its operations, and stays out until the dispute is resolved.