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What are Disputes?

A dispute is initiated when a customer challenges a transaction through their issuing bank. The bank investigates the claim and may reverse the payment (a chargeback) unless the merchant provides strong evidence. Disputes can occur when a customer questions a charge on their card. This page explains how disputes work, where to track them, how to respond, and the implications of missing deadlines. Common reasons:
  • Unauthorized transaction
  • Product not delivered
  • Incorrect amount charged
  • Dissatisfaction with product/service

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How Disputes Occur

  1. Customer raises a complaint with their bank.
  2. The bank initiates a chargeback request.
  3. xPay marks the transaction as DISPUTED.
  4. Funds are held until resolution.
  5. Merchant is notified to respond with evidence.
A timely and thorough response increases the chances of reversing the chargeback.

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Where to See Disputes & Notifications

Disputes can be accessed from the xPay Dashboard:
  • Path: Dashboard → Disputes
  • View disputes with statuses:
    • DISPUTED
    • DISPUTE_UNDER_REVIEW
  • Notification channels:
    • Email notifications

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Dispute Status Lifecycle

Status Definitions:
StatusDescription
DISPUTEDA dispute has been raised and is awaiting merchant action.
DISPUTE_UNDER_REVIEWEvidence submitted; the bank is reviewing the case.
DISPUTE_WONThe bank ruled in your favor — funds are returned.
DISPUTE_LOSTThe bank ruled against you — funds are permanently deducted.
All status changes are visible in real-time in the dashboard.

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Evidence Guidelines

Submit clear and relevant proof to support your case.
Guidelines:
  • Upload clear, legible documents that support your case
  • Mandatory evidence documents: Customer communication and payment invoice
  • Include any other relevant evidence based on the dispute reason, such as your refund policy, service records, or activity logs
  • Ensure all the evidence is properly labeled
Upload Process:
  • Navigate to Dashboard → Disputes → Open Dispute -> Counter Dispute
Accept Dispute:
  • Navigate to Dashboard → Disputes → Open Dispute -> Accept Dispute
Accepting a dispute will result in losing the dispute and funds being permanently deducted.

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Deadline and Consequences

  • Deadline to submit evidence varies per dispute. Please refer to the dashboard for the specific deadline mentioned on each dispute case.
What happens if you miss it:
  • Dispute is automatically lost.
  • Disputes affect your merchant performance score.
Always respond before the stated deadline on the dashboard to avoid automatic loss.

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Dispute Fees

  • When a dispute is raised, the transaction amount is temporarily withdrawn.
  • If you win, the amount is credited back to your account.
  • If you lose or do not respond, the deduction is finalized and a fee may apply.