NoteFor introductory terms about a dispute refer to this article.
To have access to this module, you need to have a profile with the following permission enabled:
- Reports > Refunds and disputes
- Reports > Resolve disputes with buyers (manage chargebacks)
Refer to Profiles and Permissions for more information.
Why is it important to reply to a Dispute?
- The Merchant can generate mistrust with the client.
- If you don’t address the disputes, PayU takes the amount from your account.
- The reservation fund could be higher by the risk area.
- It damages the score of the PayU code facing the payment networks.
- The disputed amount will be frozen until the dispute is solved.
It is important to reply to a dispute by providing evidence before the deadline stipulated by the bank. After the deadline, it is not possible to upload the corresponding evidence for a dispute and the amount may be debited from your account.
For more information about the deadlines defined, refer to maximum days to provide evidence.
How to resolve disputes?
A dispute begins when a buyer does not know a charge made to their credit card. Once the bank is notified, the formal process begins to determine the validity of the purchase.
TipIf you have the cardholder’s data, the best way to manage a dispute process is to contact them. If the reason for the dispute is just ignorance (the customer didn’t recall the purchase or your commerce), you can ask them to call their bank to withdraw the complaint and so the dispute process is resolved in your favor.
When we are notified by the bank that a dispute process has been launched, you are notified about that process. To configure the e-mail or the URL to receive dispute notifications, refer to Technical configurations.
Log into your PayU account. In the left menu, expand the Transactions menu and select Disputes.
- The Disputes module opens, scroll down the page and locate the dispute you have opened. You can use the available filters to find your dispute if it is required.
- The order details appear at the right of the screen. Click Resolve dispute at the end of the panel.
- In the pop up window, you can find the details about why your customer request the dispute process and the dead line to provide evidence to resolve the dispute. Click the Attach file link to upload all the evidence you have.
NoteIf you accept that the dispute is not a mistake, you can start a Refund process by clicking Or refund this value.
- Upload the evidence files to resolve the dispute and click Save evidence. It is mandatory to save the evidence first before send it to review. The files uploaded here should not be larger than 10MB and must be PDF files.
When finish, click Send for review.
- A confirmation window appears informing that the evidence has been send.
- At this point, we send the documents to the issuing bank or the network that processed the transaction, from whom the resolution of the case depends.
The dispute case may result in won (no chargeback), Lost (chargeback) or refunded. In the case of refunds, the trade is who makes the return to the buyer and the bank does not generate the chargeback. Refer to dispute states to know all the states of a dispute.
NoteIf you have activated Anti-fraud Guarantee, when the chargeback is subject to be covered by the guarantee, PayU assumes the values debited from your account. In this case, the status of this dispute is Chargeback (Lost) With antifraud guarantee.
When the financial entity communicates the result of the dispute, the case is automatically updated in the PayU Module.