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Card Disputes

Disputing Card Transactions

  1. Display transaction details

  2. User Selects Dispute Transaction

  3. Guide User To Correct Dispute Reason:

    1. Incorrect Amount

    2. Unauthorized Transaction

    3. Cancel Recurring Payment

    4. Charged Twice

    5. Merchant/Merchandise Issue

    6. Fraud

  4. Collect necessary dispute information for specified Reason

  5. Encode attachments in base64

  6. Submit the dispute

Notes:

  • Users can only dispute Debit transactions

  • Users can dispute transactions within certain windows after the transaction was created:

    • Card Transactions: 120 days

    • ACH Transactions: 2 or 60 days (depends on dispute reason code)

Card Dispute Options

Incorrect Amount

  • Description: Incorrect Amount was charged on the card.

    • Type: INCORRECT_AMOUNT

    • Chargeback Rights: Yes. No if the transaction is a VALID EMV transaction.

    • Required Meta Fields:

      • N/A

    • Optional Meta Fields:

      • N/A

  • Description: User attempted to withdraw money from ATM and received incorrect amount.

    • Type: INCORRECT_AMOUNT|ATM

    • Chargeback Rights: Yes, but only for the amount not dispensed.

    • Required Meta Fields:

      • amount_received (float): The amount the user received from the ATM

    • Optional Meta Fields:

      • N/A

Unauthorized Transaction

  • Description: Unauthorized transaction made while user has card in their possession and card is not shared with other users.

    • Type: UNAUTHORIZED|CARD_IN_HAND|NOT_SHARED

    • Chargeback Rights: Yes. No if the transaction is a VALID EMV transaction, or at an ATM.

    • Required Meta Fields:

      • last_use (str): Last valid Synapse Transaction Id

    • Optional Meta Fields:

      • N/A

  • Description: Unauthorized transaction made while user has card in their possession and card is shared with other users.

    • Type: UNAUTHORIZED|CARD_IN_HAND|SHARED

    • Chargeback Rights: Yes. No if the transaction is a VALID EMV transaction, or disputed transaction was authorized by other users of the card, or at an ATM.

    • Required Meta Fields:

      • last_use (str): Last valid Synapse Transaction Id

      • people_allowed_use (str): Comma Delimited list of Names of people that are allowed to user the card and their relationship with the user

    • Optional Meta Fields:

      • N/A

  • Description: Unauthorized transaction made and user has reported a lost or stolen card.

    • Type: UNAUTHORIZED|CARD_LOST

    • Chargeback Rights: Yes. No if the transaction is a VALID EMV transaction or online transaction as this defaults to chip-liability shift, which is not applicable to MOTO transactions, or at an ATM.

    • Required Meta Fields:

      • lost_date (int): Date the user lost the card (Must be after the node creation date)

    • Optional Meta Fields:

      • how_lost (str): Description of how the user lost the card

      • last_use (str): Last valid Synapse Transaction Id

Charged Twice

  • Description: There was a duplicate transaction but the merchant did not process a credit to correct the error.

    • Type: CHARGED_TWICE|CREDIT_NOT_PROCESSED|DUPLICATE

    • Chargeback Rights:

    • Required Meta Fields:

      • trans_on_same_card (bool): transaction appears on the Same Card (set to True)

      • merch_given_chance_to_resolve (bool): Has the user given the merchant a chance to refund the duplicate transaction

    • Optional Meta Fields:

      • N/A

  • Description: There was a duplicate transaction in which the original debit settled on the card even though the original card transaction was canceled. Occurs when the cardholder chooses to use another payment method (e.g. cash or a different card).

    • Type: CHARGED_TWICE|CREDIT_NOT_PROCESSED|PAID_BY_OTHER_MEANS

    • Chargeback Rights:

    • Required Meta Fields:

      • trans_on_same_card (bool): transaction appears on the Same Card (set to False)

      • merch_given_chance_to_resolve (bool): Has the user given the merchant a chance to refund the duplicate transaction

    • Optional Meta Fields:

      • N/A

    • Required dispute_attachments:

      • Proof other Payment via other method

Canceling Recurring Payment

  • Description: Charged for a canceled recurring payment

    • Type: CANCEL_RECURRING_PMT

    • Chargeback Rights: Yes. No if the transaction is a VALID EMV transaction, or cancellation was within three days of charge authorization.

    • Required Meta Fields:

      • contact_date (int): UTC timestamp (in milliseconds) when the merchant was contacted. (Must be after the node creation date)

      • contact_name (str): Who did the user communicate with at the merchant

      • contact_method (str): How the user contacted the merchant

      • contact_response (str): Merchant Response

    • Optional Meta Fields:

      • N/A

Merchant/Merchandise Issue

  • Additional Required Attributes:

    • certification_date (int): Unix timestamp (in milliseconds) of the user’s certification of the issue (We Recommend using the timestamp from when the user creates the dispute)

  • Default Required Meta:

    • contact_date (int): Unix timestamp (in milliseconds) when the merchant was contacted (Must be after the transaction creation date and before the certification date)

    • contact_name (str): Who did the user communicate with at the merchant

    • contact_method (str): How the user contacted the merchant

    • contact_response (str): Merchant Response

  • Description:Merchandise/service not as described or defective merchandise/service.

    • Type: MERCHANT|DEFECT_OR_NOT_AS_DESC

    • Chargeback Rights: Yes. No if the transaction is a VALID EMV transaction.

    • Required Meta Fields:

      • Default Meta

      • issue (str): Description of the issue

      • date_received (int): Unix Timestamp in milliseconds when the user received the item (Must be after the transaction creation date and before the certification_date)

      • matched_receipt_desc (bool): Did it match the description on the receipt

      • matched_verbal_or_written_desc (bool): Did it match the verbal or written description of the product/service

      • merchandise_received_as_part_of_transaction (bool): Did the user receive the merchandise as part of the transaction

        • Required Fields if True (Do Not Include if False)

          • merch_refused_return_auth (bool): Merchant Refused to refund transaction

          • return_refused_by_merch (bool): Merchant refused return

          • cardhold_told_not_to_return (bool): Merchant instructed user to not return item

          • return_date (int): Unix Timestamp in milliseconds when the user returned the item (Must be after the Transaction creation date and before the certification_date)

          • return_contact_name (str): Contact person name that communicated the return details

          • return_method (str): How the item was returned

          • return_response (str): Merchant’s response to the return

          • return_instructions_from_merch (str): Merchant’s return instructions

    • Optional Meta Fields:

      • N/A

  • Description: Did not receive merchandise or services (not a quality issue).

    • Type: MERCHANT|NOT_RECEIVED

    • Chargeback Rights: Yes. No if the transaction is a VALID EMV transaction, or if the merchant hasn't been allowed 15 calendar days for items to arrive or to provide a date of expected arrival.

    • Required Meta Fields:

      • Default Meta

      • order_canceled (bool): Did the user cancel the order

        • Required Fields if True:

          • order_canceled_date (int): Cancellation date in Unix Timestamp in milliseconds (Must be after the transaction creation date)

    • Optional Meta Fields:

      • was_item_delivered (bool): Was item received

      • expected_arrival_date (int): Expected arrival date in Unix Timestamp in milliseconds (Must be after the transaction creation date and before the certification_date)

      • prepaid_item (bool): Did the user prepay for the item.

  • Description: Issue with quality of services or merchandise.

    • Type: MERCHANT|QUALITY

    • Chargeback Rights: Yes. No if the transaction is a VALID EMV transaction, or services were paid for after service was rendered.

    • Required Meta Fields:

      • Default Meta

    • Optional Meta Fields:

      • N/A

  • Description: Damaged merchandise.

    • Type: MERCHANT|DAMAGED_MERCH

    • Chargeback Rights: Yes. No if the transaction is a VALID EMV transaction.

    • Required Meta Fields:

      • Default Meta

    • Optional Meta Fields:

      • N/A

  • Description: Returned merchandise.

    • Type: MERCHANT|RETURNED_MERCH

    • Chargeback Rights: Yes. No if the transaction is a VALID EMV transaction, or there is no supporting evidence of a return.

    • Required Meta Fields:

      • Default Meta

      • recurring_payment (bool): is this a recurring order

        • Required Fields if True:

          • recurring_payment_cancellation_date (int): Unix Timestamp of the date that the recurring order was canceled (Must be after the node creation date)

          • recurring_payment_contact_date (int): Unix Timestamp of date that the merchant was contacted about the recurring order (Must be after the node creation date and before the certification_date)

      • merch_item_desc (str): Merchant description of the product/service

      • merch_given_chance_to_resolve (bool): Merchant was given an opportunity to resolve the issue

      • merch_returned (bool): Was the merchandise returned

        • Required Fields if False:

          • merch_returned_attempted (bool) : Did the user attempt to return the merchandise

      • order_canceled (bool): Was the order canceled

        • Required Fields if True:

          • order_canceled_date (int): Unix Timestamp of date the order was canceled (Must be after the transaction creation date and before the certification_date)

      • reason (str): Reason for the return/cancellation

      • cancel_policy_provided (bool): was a cancellation policy provided

    • Optional Meta Fields:

      • N/A

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