Disputes

Payment disputes (also known as chargebacks) occur when a customer questions a transaction with their payment provider. This guide explains how to handle disputes, respond to them, and implement best practices to minimize disputes.

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Overview

With Notch Pay’s dispute management, you can:

• Receive notifications when a dispute is filed
• Submit evidence to respond to disputes
• Track the status of disputes
• Implement preventive measures to reduce disputes

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The Dispute Process

The dispute process typically follows these steps:

1. Dispute Filed: A customer files a dispute with their payment provider
2. Notification: Notch Pay notifies you of the dispute
3. Response: You submit evidence to respond to the dispute
4. Review: The payment provider reviews the evidence
5. Resolution: The dispute is resolved in favor of either the customer or the merchant
6. Funds Settlement: Funds are settled based on the resolution

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Managing Disputes

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From the Dashboard

The easiest way to manage disputes is through your Notch Pay dashboard:

1. Log in to your Notch Pay Business suite
2. Go to Payments > Disputes
3. You’ll see a list of all disputes with their status
4. Click on a dispute to view details and respond

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Using the API

You can also manage disputes programmatically using the API:

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Retrieving Disputes

/ List all disputes
fetch('https://api.notchpay.co/disputes', {
  headers: {
    'Authorization': 'YOUR_PUBLIC_KEY'
  }
})
.then(response => response.json())
.then(data => {
  console.log(data.disputes);
})

/ Retrieve a specific dispute
fetch('https://api.notchpay.co/disputes/dp_123456789', {
  headers: {
    'Authorization': 'YOUR_PUBLIC_KEY'
  }
})
.then(response => response.json())
.then(data => {
  console.log(data.dispute);
})

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Dispute Statuses

Disputes can have the following statuses:

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Dispute Webhooks

To receive notifications about dispute events, set up webhooks for the following events:

• dispute.created: A new dispute has been filed
• dispute.updated: A dispute has been updated
• dispute.closed: A dispute has been resolved

Example webhook payload for a dispute event:

{
  "event": "dispute.created",
  "data": {
    "id": "dp_123456789",
    "amount": 5000,
    "currency": "XAF",
    "payment": "pay_123456789",
    "reason": "product_not_received",
    "status": "warning_needs_response",
    "evidence_due_by": "2023-02-01T23:59:59Z",
    "created_at": "2023-01-25T12:00:00Z",
    "metadata": {
      "order_id": "12345"
    }
  }
}

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Evidence Types

When responding to a dispute, you can submit various types of evidence:

• Customer Information: Name, email, billing address
• Product/Service Details: Description, delivery date, proof of delivery
• Communication Records: Customer correspondence, service agreements
• Transaction Records: Receipts, invoices, payment confirmations
• Additional Documentation: Any other relevant evidence

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Preventing Disputes

Implement these best practices to reduce the likelihood of disputes:

1. Clear Business Name: Ensure your business name on statements matches your customer-facing name
2. Detailed Descriptions: Provide clear product/service descriptions
3. Transparent Policies: Make your refund and cancellation policies easily accessible
4. Responsive Support: Address customer concerns promptly
5. Delivery Confirmation: Use trackable shipping methods
6. Documentation: Keep records of customer communications and transactions
7. Fraud Prevention: Implement fraud detection measures
8. Proactive Refunds: Issue refunds when appropriate before customers resort to disputes

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Dispute Fees

When a dispute is filed, there may be associated fees:

• Dispute Fee: A fee charged when a dispute is filed
• Reversal Fee: A fee charged if the dispute is lost

These fees vary depending on the payment method and country. Check your Notch Pay dashboard for specific fee information.

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Best Practices

1. Respond Quickly: Submit evidence before the deadline to increase your chances of winning
2. Provide Comprehensive Evidence: Include all relevant information and documentation
3. Keep Records: Maintain detailed records of all transactions and customer interactions
4. Learn from Disputes: Analyze dispute patterns to identify and address underlying issues
5. Update Policies: Regularly review and update your business policies to prevent disputes

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Troubleshooting

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Common Issues

• Missing Evidence: Ensure you provide all relevant evidence when responding to a dispute
• Late Response: Submit your evidence before the deadline
• Insufficient Documentation: Keep detailed records of all transactions and customer interactions
• Unclear Policies: Make your refund and cancellation policies clear to customers

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Support

If you encounter issues with disputes:

• Check the API Reference for detailed parameter documentation
• Contact our support team for assistance