# Disputes Management

The **Disputes** section in the Merchant Portal displays dispute case activities and related details. It also allows you to respond when applicable.

You can manage disputes based on the following case types:

* **Retrieval Request**: Requires you to provide additional information related to the original sale transaction.
* **Chargeback**: Requires you to reverse the disputed credit card sale to the cardholder or issuing bank.
* **Pre-Arbitration**: You cannot respond directly. You may receive an e-mail with instructions to pursue the dispute.

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Pre-Arbitration cases may incur significant fees for the losing party.
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* **Arbitration**: You cannot respond directly. You may receive an e-mail with instructions to pursue the dispute.

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For more information, contact the **Chargeback & Disputes Department**. Make sure to have the case number available when pursuing or accepting a dispute.
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#### Prerequisites <a href="#prerequisites" id="prerequisites"></a>

To manage disputes, ensure you have following:

✅ An active Xplore Pay account.

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Contact to [Xplor Pay](https://xplorpay.com/contact/) to create an active account.
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✅ An API access key issued to you by Xplor Pay.

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Visit [Let's Get Started - Xplor Pay](https://xplorpay.com/getting-started/) to get API access key.
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### Manage disputes via Merchant Portal

To manage disputes via Merchant Portal:

1. Go to the [Merchant Portal](https://auth.clearent.net/oauth2/aus4ulyubshD7M0yf697/v1/authorize?client_id=0oa6ggt30dFSxSVxX697\&redirect_uri=https%3A%2F%2Fmy.clearent.net%2Fui%2Fauth%2Fpost-login\&response_type=code\&scope=openid+profile\&state=09ec3d9fa9f14639a90fce520e368774\&code_challenge=FG5jrxz1jKmuxhZlJmeIuIRC0Cqf2GkDimo2TeVShu0\&code_challenge_method=S256).
2. **Sign in** with your Xplor Pay credentials.

The **Home** page appears.

1. In the left menu, select **Disputes**.

The Disputes page shows a list of disputes under the **New Activity** tab. The New Activity tab shows the number of new cases that need a response.

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You *must* have the **MerchantHomeUser** role to access the Disputes page. Data on the Disputes page is available for **13** months.
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### Manage disputes via Disputes API

The following table describes endpoints and HTTPS methods to manage disputes via Disputes API.

<table><thead><tr><th valign="top">Endpoint</th><th valign="top">Method</th><th valign="top">Description</th></tr></thead><tbody><tr><td valign="top"><code>/v1.0/reporting/merlincaseaction/</code><strong><code>MerchantDisputes</code></strong></td><td valign="top"><strong>GET</strong></td><td valign="top">This endpoint retrieves a list of disputes for a specific merchant.</td></tr><tr><td valign="top"><code>/v1.0/reporting/merlincaseaction/</code><strong><code>MerchantDisputesHistory</code></strong><code>/</code><strong><code>{caseNumber}</code></strong></td><td valign="top"><strong>GET</strong></td><td valign="top">This endpoint retrieves the history of a specific dispute.</td></tr><tr><td valign="top"><code>/v1.0/reporting/merlincaseaction/</code><strong><code>MerchantDisputesCaseActivity</code></strong><code>/</code><strong><code>{caseNumber}</code></strong></td><td valign="top"><strong>GET</strong></td><td valign="top">This endpoint retrieves the activity and responses for a specific dispute. If the dispute has no response record, the endpoint returns an empty success response.</td></tr><tr><td valign="top"><code>/v1.0/</code><strong><code>responses</code></strong></td><td valign="top"><strong>POST</strong></td><td valign="top">This endpoint uploads transaction evidence for a specific dispute.</td></tr></tbody></table>
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