What is a dispute?
A dispute is raised when a customer challenges a transaction through their issuing bank instead of contacting you directly. The bank reverses the payment (chargeback) while it investigates and asks you to prove the charge was valid. When a dispute is raised, Partner banks holds the disputed amount from your balance and notifies you to respond. If you submit evidence that supports the charge and win, the funds are returned. If you don’t respond by the deadline, or the bank rules against you, the dispute is lost and the amount stays deducted.Responding on time with clear, relevant evidence is the single biggest factor in winning a dispute. This section walks you through every step.
Where to see disputes
Disputes are managed from the xPay Dashboard.- Path: Dashboard → Disputes
- Each dispute shows its current status, the reason for the challenge, the disputed amount, and the response deadline. An active dispute awaiting your response has the status
DISPUTED.
How you’re notified
When a dispute is raised on one of your transactions, xPay alerts you through:- Email — sent to your registered account contacts
- Dashboard — the dispute appears under Dashboard → Disputes
- Webhooks — subscribe to the dispute events to track disputes programmatically
Explore this section
How disputes work
The dispute lifecycle, from a customer complaint to a final outcome.
Deadlines
Response deadlines and what happens if you miss them.
Reason codes
What each dispute reason code means across card, bank, ACH, and check.
Responding by reason
How to fight or accept each reason, and the evidence that wins.
Evidence guidelines
How to submit evidence, and how to respond to or accept a dispute.
Reducing disputes
Best practices to prevent disputes before they happen.