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.

Pre-Arbitration cases may incur significant fees for the losing party.

• Arbitration: You cannot respond directly. You may receive an e-mail with instructions to pursue the dispute.

For more information, contact the Chargeback & Disputes Department. Make sure to have the case number available when pursuing or accepting a dispute.

Prerequisites

To manage disputes, ensure you have following:

✅ An active Xplore Pay account.

Contact to Xplor Pay to create an active account.

✅ An API access key issued to you by Xplor Pay.

Visit Let's Get Started - Xplor Pay to get API access key.

1

Manage disputes via Merchant Portal

To manage disputes via Merchant Portal:

1. Go to the Merchant Portal.
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.

You must have the MerchantHomeUser role to access the Disputes page. Data on the Disputes page is available for 13 months.

2

Manage disputes via Disputes API

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

Endpoint	Method	Description
/v1.0/reporting/merlincaseaction/MerchantDisputes	GET	This endpoint retrieves a list of disputes for a specific merchant.
/v1.0/reporting/merlincaseaction/MerchantDisputesHistory/{caseNumber}	GET	This endpoint retrieves the history of a specific dispute.
/v1.0/reporting/merlincaseaction/MerchantDisputesCaseActivity/{caseNumber}	GET	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.
/v1.0/responses	POST	This endpoint uploads transaction evidence for a specific dispute.