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The dispute object

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 by your client in order to obtain information on the nature of the carried out operation. At this stage, it is not considered as an unpaid transaction, however it should evolve according to the answers made.

Action :
To respond by providing the nature of the service issued, proof of customer's consent and/or proof of delivery.

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 transaction amount will be debited from your account in order to allow the refund. A non-refundable processing fee applies for the processing of the dispute.

Action :
You have a 3-week deadline to respond by providing proof of consent of the transaction and/or proof of delivery.

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.