Dispute

Overview

A dispute (also known as a chargeback) occurs when a cardholder questions your payment with their card issuer.

To process a chargeback, the issuer creates a formal dispute on the card network, which immediately reverses the payment, pulling the money for the payment—as well as one or more network dispute fees—from Metaprise. After that, Metaprise debits your balance for the payment amount and dispute fee.

To help our users submit the best possible response for each dispute, Metaprise provides a guided process within the Dashboard. This allows you to provide all of the necessary text and images that are appropriate to the dispute reason and your counter argument.

How disputes work

When an account owner disputes a charge to their payment account, Metaprise:

• Notifies you of the dispute through the Metaprise Dashboard, email, webhooks, and the API.

  

• Debits the disputed amount, plus a dispute fee, from your Metaprise account.

• Provides you with an explanation of the dispute and access to the account owner’s claim to their bank.

  

• Steps you through the process of submitting convincing evidence to counter the dispute.

  

Throughout this process, Metaprise facilitates your case, but doesn’t have influence over the outcome, which is at the sole discretion of the account owner’s bank.

Use the API to retrieve all disputes

You can respond to disputes in the Metaprise Dashboard, where we guide you through submitting the optimal evidence for each dispute reason.

You can also programmatically manage disputes using the API. With the API, you can upload evidence, respond to disputes, and receive dispute events using webhooks.

For details about a dispute, retrieve a Dispute object:

curl --request GET \
     --url https://sandbox.imerchant.online/index/disputes/mchdownDisputes \
     --header 'accept: application/json' \
     --header 'content-type: application/x-www-form-urlencoded'

The response contains information about the dispute and any response or evidence that’s already been provided.

{
  "object": "list",
  "data": [
    {
      "order_id": "11202214910259411670267110",
      "created": 1671292085,
      "update_time": 1673625646,
      "dp_id": "dp_vVfPFMREFfQxyUtU5nEa8dHr",
      "reason": "product_not_received",
      "status": "lost"
    },
    {
      "order_id": "23620221767238191669700402",
      "created": 1671676655,
      "update_time": 1673798446,
      "dp_id": "dp_Elm4uzC86xzGcZJb6lMRQx9G",
      "reason": "product_not_received",
      "status": "lost"
    }
  ]
}