When a card payment is reversed, and the processor debits the merchant’s account, it’s termed a ‘chargeback.’ Pesaswap uses the term ‘Disputes’ interchangeably to refer to ‘Chargebacks’ in the context of card payments.
Disputes Lifecycle on Pesaswap
Pesaswap’s unified disputes module uses the following stages and statuses to track your disputes:
Pre-Dispute Stage
Some payment method issuers start an investigation before creating a dispute on a transaction challenged by a customer. Such transactions are grouped under the ‘Pre-Dispute’ stage and these transactions could go through the following states:| Dispute State | Description |
|---|---|
| Opened | Occurs when an investigation is opened and a dispute is created on Pesaswap |
| Challenged | Occurs when a merchant uploads evidence to support the original transaction |
| Expired | Occurs when a merchant doesn’t respond in time or if the investigation is closed |
Dispute Stage
In most cases, the processors directly debit your account while reversing the payment made by a customer after a transaction has been challenged. For transactions that go through ‘Pre-Dispute’ stage, they will end up moving to ‘Dispute’ stage if the merchant’s evidence was deemed not satisfactory.| Dispute State | Description |
|---|---|
| Opened | Occurs when a dispute is opened and your processor has debited your account |
| Challenged | Occurs when a merchant uploads evidence to support their case |
| Expired | Occurs when a merchant doesn’t respond in time interval before which an issuer expects a response after the dispute was opened |
| Cancelled | Occurs when a customer withdraws their challenge |
| Accepted | Occurs when a merchant accepts a dispute as valid |
| Won | Occurs when the merchant’s challenge was accepted successfully. Known as ‘chargeback reversal’ in cases of card payments |
| Lost | Occurs when a merchant’s challenge was deemed not satisfactory |
Pre-Arbitration Stage
Even after a successful dispute challenge, a payment method issuer might deem the evidence ‘not satisfactory’ and raise another review appeal. Such payments transition to ‘Pre-Arbitration’ stage.| Dispute State | Description |
|---|---|
| Opened | Occurs when the issuer opens a review appeal after deeming the evidence unsatisfactory |
| Won | Occurs when the merchant is successful in the pre-arbitration appeal process |
| Lost | Occurs when the merchant loses during the pre-arbitration appeal. Also known as ‘second_chargeback’ |
Managing Disputes on Pesaswap through Dashboard
1. Viewing Disputes on Pesaswap Dashboard
You can view all your disputes by going to Operations → Disputes section on your Pesaswap dashboard.
2. Generating Dispute Reports
The Generate Reports button will generate a report containing details of all your disputes.3. Viewing a Dispute
Clicking on one of the disputes will take you to a page where you can see further information about the particular dispute.