How a dispute occurs
- Customer raises a complaint with their bank.
- The bank initiates a chargeback request.
- xPay marks the transaction as DISPUTED.
- Funds are held until resolution.
- Merchant is notified to respond with evidence.
A timely and thorough response increases the chances of reversing the chargeback.
Dispute status lifecycle
Status Definitions:| Status | Description |
|---|---|
DISPUTED | A dispute has been raised and is awaiting merchant action. |
DISPUTE_UNDER_REVIEW | Evidence submitted; the bank is reviewing the case. |
DISPUTE_WON | The bank ruled in your favor — funds are returned. |
DISPUTE_LOST | The bank ruled against you — funds are permanently deducted. |
All status changes are visible in real-time in the dashboard.