A dispute object (also known as unpaid) is created when a customer (cardholder) contests a transaction with their bank. When a dispute occurs, a notification with the disputed payment is sent to CentralPay who will in turn send you a notification. A dispute object is created with a status requiring a response. If during your integration you’ve configured “hooks”, you’ll also be informed as an event.
You have the possibility to view status of each “disputes” via your platform, to read the reasons that the customer has reported to the card provider, and to deal with the dispute either by challenging it by submitting adequate “evidence” or by accepting it.
For any debit card payment, your customer has the possibility to dispute a payment for up to 13 month. In France, opposition is in principle only allowed in the context of fraudulent card use. However, in other European countries, the debit card can be used in a commercial dispute.
Dispute status :
RETRIEVAL_NOTICED
Object :
A request for information is sent to you in order to obtain information on the nature of the operation carried out. At this stage it is not considered as an unpaid transaction. It may turn into an unpaid transaction depending on the answers provided.
Action :
Answer within 7 days providing the nature of the service delivered, the proof of consent of the customer and/or the proof of delivery. In the absence of answer, your customer will be able to declare an unpaid invoice to his bank.
RETRIEVAL_CLOSE
Object :
Notifies that the information request is closed. The provided information will prevent the unpaid.
Action :
No action to carry out.
CHARGEBACK_NOTICED
Object :
An unpaid is addressed to you by your client. The amount of the transaction will be debited from your account to allow for reimbursement. A non-refundable processing fee will apply for the processing of the dispute.
NB: a Chargeback is not necessarily preceded by a Retrieval (Request for Information).
Action :
You have 20 calendar days to respond by providing proof of consent to the transaction and/or proof of delivery. If you do not respond within this period, it will no longer be possible to dispute the transaction.
NB: Please note that for non-secure transactions (non 3DS), you must provide proof of consent from the cardholder. You must at least make sure that the first and last name of your customer is the same as the one indicated on the payment card.
CHARGEBACK_WON
Object :
The unpaid was rejected. The funds will be reimbursed to you.
Action :
No action to carry out.
CHARGEBACK_LOST
Object :
The unpaid is retained. The funds will not be reimbursed you.
Action :
No action to carry out.
TRANSACTION_REFUNDED
Object :
The funds lost during the chargeback will be reimbursed to you.
Action :
No action to carry out.
There is a dispute solution process that consists in contesting, in some cases, the unpaid and to prove that the payment is valid.
- If the dispute revolves in your favour, the amount contested and the expenses are returned to you.
- If a dispute remains confirmed, the card holder will be reimbursed.