If a Dispute#response_state
is NEEDS_RESPONSE you can upload additional evidence to challenge the dispute or chargeback.
When a Dispute
is filed, Dispute#response_state
details what actions are available to the seller:
-
NEEDS_RESPONSE:
The
Merchant
needs to respond to theDispute
byDispute#respond_by
. For details on how to respond to aDispute
, see Responding to Disputes . -
RESPONDED:
The issuing bank has received the evidence and actively reviewing it. No action needed from the
Merchant
. -
ACCEPTED:
The
Merchant
has accepted theDispute
. When aDispute
is accepted, you concede that the dispute is not worth challenging or representing. For details on how to accept aDispute
, see Accepting a Dispute . -
NO_RESPONSE_ALLOWED:
The final
Dispute#response_state
when aDispute
is either WON or LOST. -
UNKNOWN:
Dispute
details couldn't be submitted to the processor. Comes up when testingDisputes
in sandbox or on the DUMMY_V1 processor.
To challenge a NEEDS_RESPONSE Dispute
, upload evidence and submit it to the issuing bank.
Dispute Evidence
Part of handling disputes requires sellers to provide compelling evidence that counters the dispute claims made by buyers. Upload evidence that shows the transactions was legitimate and goods/services were delivered.
This evidence can include order receipts, shipping information, tracking numbers, communication records or any other relevant information that can help establish the validity of the transaction.
- Providing shipping details, tracking numbers, or delivery confirmation can help demonstrate that the product or service was delivered as agreed upon.
- Including any relevant communication records, such as emails or chat transcripts, can also provide valuable context.
By diligently gathering and uploading evidence that is clear, organized, and directly addresses the dispute, sellers can effectively fight against disputes and protect their reputation in the eyes of the card networks.
Some other examples of evidence you can upload includes:
- Email thread of conversations with the cardholder
- Screenshots of conversations with the cardholder
- Show use of service/software consistently over a period of time
- Product photos
- E-signature Contracts
- Returns/Refund Policy
- Proof of shipping
If you don't have enough evidence, or believe the dispute isn't worth fighting, you can accept liability and concede to the Dispute
. For more information, see Accepting a Dispute.
Step 1: Upload Evidence
Finix Dashboard
Use the Disputes tab to upload evidence from the Finix Dashboard. For more information, see Managing Disputes on the Dashboard.
Finix API
Create Dispute evidence
to upload your defense material. Use the id
of the Dispute
to create the evidence
.
- You can upload up to 8 files; the total size of the uploaded files combined cannot exceed 10 MB.
- The file formats allowed include JPG, PNG, or PDF.
- Individual PNG and JPEG files can't exceed 50 KB; PDF and JPEG files can't exceed 1 MB.
curl https://finix.sandbox-payments-api.com/disputes/DItDftgrrkhcyFLzZiUFxn6Y/evidence \
-H "Content-Type: multipart/form-data" \
-H 'Finix-Version: 2022-02-01' \
-u USpumes23XhzHwXqiy9bfX2B:c69d39e3-f9ff-4735-8c3e-abca86441906 \
-F 'file=@"/Users/john.smith/Downloads/test-file.png"'
A successful upload will return a response with PENDING saved for state
. If you run into any issues or get a different response, try uploading the file again or in another format.
{
"id" : "DF2ZnzNUCz4AAabE64Uehgkb",
"created_at" : "2021-05-25T00:34:48.37Z",
"updated_at" : "2021-05-25T00:45:00.52Z",
"dispute" : "DItDftgrrkhcyFLzZiUFxn6Y",
"state" : "SUCCEEDED",
"tags" : {
"file-extension" : ".pdf",
"content-type" : "application/pdf",
"file-name" : "test-file.pdf"
},
"_links" : {
"self" : {
"href" : "https://finix.sandbox-payments-api.com/disputes/DItDftgrrkhcyFLzZiUFxn6Y/evidence/DF2ZnzNUCz4AAabE64Uehgkb"
}
}
}
There are four values available for evidence#state
that details the status of the evidence upload:
- PENDING: The evidence file has not yet been submitted to the processor. No further action is required.
- SUCCEEDED: The evidence file has been successfully sent to the processor. No further action is required.
- CANCELED: The evidence file upload was cancelled by the uploader.
-
FAILED:
An issue occurred. Any of the following issues could have occurred:
- There was an error in the system and the uploader should try uploading the evidence again.
- There is an issue with the file and the user should retry and upload a different file.
- There is an issue and the user should contact Finix Support.
Step 2: Submit Evidence
Finix forwards uploaded evidence
to the issuing bank. After the issuing bank reviews the file(s), they either request more information or move the dispute forward and makes a decision.
If you want to quickly move to a decision, you can manually submit the evidence to the issuing bank and move the dispute forward using the /disputes/DISPUTE_ID/submit
endpoint. Making a POST request lets the issuing bank know the seller has completed submitting evidence and is prepared to move forward with the dispute.
attention
Once submitted, additional evidence can't be uploaded to the Dispute
.
curl https://finix.sandbox-payments-api.com/disputes/DIs7yQRkHDdMYhurzYz72SFk/submit \
-u USsRhsHYZGBPnQw8CByJyEQW:8a14c2f9-d94b-4c72-8f5c-a62908e5b30e \
-X POST \
-D {
}
Example Response
{
"id": "DIs7yQRkHDdMYhurzYz72SFk",
"created_at": "2022-01-27T07:43:03.74Z",
"updated_at": "2022-09-16T22:21:54.75Z",
"action": null,
"amount": 888888,
"application": "APgPDQrLD52TYvqazjHJJchM",
"dispute_details": {
"arn": "123"
},
"evidence_submitted": "INQUIRY",
"identity": "IDpYDM7J9n57q849o9E9yNrG",
"merchant" : "MUucec6fHeaWo3VHYoSkUySM",
"message": null,
"occurred_at": "2022-01-27T07:42:48.56Z",
"reason": "FRAUD",
"respond_by": "2022-02-03T07:43:03.73Z",
"state": "INQUIRY",
"tags": {
"order_number": "21DFASJSAKAS"
},
"transfer": "TRoTrJ3kqNTFh1P2FJ7A36Ky",
"_links": {
"self": {
"href": "https://finix.sandbox-payments-api.com/disputes/DIs7yQRkHDdMYhurzYz72SFk"
},
"application": {
"href": "https://finix.sandbox-payments-api.com/applications/APgPDQrLD52TYvqazjHJJchM"
},
"transfer": {
"href": "https://finix.sandbox-payments-api.com/transfers/TRoTrJ3kqNTFh1P2FJ7A36Ky"
},
"evidence": {
"href": "https://finix.sandbox-payments-api.com/disputes/DIs7yQRkHDdMYhurzYz72SFk/evidence"
},
"adjustment_transfers": {
"href": "https://finix.sandbox-payments-api.com/disputes/DIs7yQRkHDdMYhurzYz72SFk/adjustment_transfers"
}
}
}
When the dispute moves forward, Dispute#evidence_submitted
gets updated to:
-
INQUIRY
if
Dispute#state
is INQUIRY -
CHARGEBACK
if
Dispute#state
is PENDING
When a decision gets made, Finix will notify you with a webhook and update the Dispute#state
with the issuing bank's decision.
See Dispute States for a breakdown of the different Dispute#states
.