Disputes Management

This page provides an overview of Xplor Pay’s Disputes solution, which enables merchants and software partners to track, manage, and respond to payment disputes and chargebacks through the Merchant Portal or Disputes API.

About Disputes

Xplor Pay’s Disputes Management, also known as chargebacks, occurs when a cardholder questions a transaction with their issuing bank. The bank investigates the claim and may reverse the transaction if the dispute is valid. The Disputes solution helps merchants track, manage, and respond to disputes efficiently.

Business challenges addressed

Disputes address the following business challenges:

• Revenue loss from chargebacks and compliance risks.
• Limited visibility into dispute status.
• Manual and time-consuming dispute management.
• Inconsistent or incomplete evidence submission.

Key capabilities

The Disputes solution provides the following capabilities:

• View and manage disputes and chargebacks through the Merchant Portal or Disputes API.
• Receive email notifications when new disputes are created.
• Upload supporting evidence to challenge chargebacks to accept or reject the disputes.

Use cases

Disputes is designed for the following scenarios:

• Track dispute activity
• Respond to chargebacks
• Reduce financial and reputational risk

Disputes process flow

1

Dispute initiation

A dispute starts when a cardholder questions a transaction with their issuing bank due to reasons such as fraud, unrecognized charges, or service issues.

2

Case notification

The issuing bank notifies Xplor, and a dispute case is created. Xplor notifies the merchant by e-mail, and the case appears in the Merchant Portal or through the Disputes API with a New Activity status.

3

Chargeback (If applicable)

If the dispute escalates, the issuing bank reverses the transaction amount and temporarily credits the cardholder. The disputed amount is withdrawn from the merchant, and processing fees may apply.

4

Merchant response

The merchant reviews the case and either:

• Accepts the dispute, finalizing the chargeback, or
• Challenges the dispute by submitting supporting evidence within the required timeframe.

5

Issuer decision and escalation

The issuing bank reviews the evidence and either returns the funds to the merchant or finalizes the chargeback in favor of the cardholder. If challenged further, the dispute may move to Pre-Arbitration or Arbitration, where the card network makes a final, binding decision and may apply additional fees.

Technical requirements

To manage disputes, you need:

• Active Xplor Pay account.
• An API access key.
• Access to the Merchant Portal.

Related topics

• To manage and challenge Dispute, see Disputes.
• For API details, see the Disputes API.