Disputes

A dispute occurs when a cardholder formally questions the validity of a payment by raising a complaint to their card issuer. A dispute can be resolved if a merchant utilizes a pre-dispute service. Otherwise, the card issuer will process a chargeback, reversing the payment so the cardholder can get their money back.

Moov currently supports RDR (Visa Rapid Dispute Resolution) decisioned pre-disputes and chargebacks from all card networks.

How Moov handles disputes

Moov engages directly with the card networks and communicates dispute details to you via API and Dashboard. Moov’s customers must pull dispute data and pass it along to their merchants on an ongoing basis.

The chargeback amount can be either a portion of the original transfer, or the full amount of a transfer. Once we receive chargeback details from the card network, we process the chargeback by debiting the merchant’s Moov wallet.

Notifications for disputes

You can receive notifications on disputes through the dispute.created webhook event. Subscribing to that event will let you know the dispute was created and completed. Note that even if a transfer has a dispute, its overall transfer status will remain complete.

Alternatively, you can use the disputes endpoint to pull a list of disputes on a recurring schedule.

Viewing dispute information

If a transfer has been disputed, you can see information about the dispute on the transfer object for the original transferID in question. See the following example of a dispute with sample data:

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{
	"disputeID": "ec7e1848-dc80-4ab0-8827-dd7fc0737b43", 
	"createdOn": "2019-08-24T14:15:22Z", 
	"amount": {
	"currency": "USD",
	"value": 1204
	},
	"networkReasonCode": "string",
	"networkReasonDescription": "string",
	"transfer": {
	  "transferID": "ec7e1848-dc80-4ab0-8827-dd7fc0737b43"
	  },
	"respondBy": "2019-08-24T14:15:22Z",
	"status": "response-needed"
}

tip

A cardholder can dispute a charge for various reasons. The networkReasonCode field indicates the card network’s category for the dispute. These codes may differ between card brands. You can find more information on the code from the networkReasonDescription field.

Dispute information is also available in the Dashboard under transfers and transfer details.

Under transfers, you will find a list of disputes with the following information:

Field	Description
amount	Amount of the dispute
disputed on	Date the dispute was created
account	Account of destination merchant
reason	Network’s dispute reason code. You can find more information about the code in dispute details or `networkReasonDescription` field in the API.
status	Status of the dispute
due date	The date a response is due to Moov. For more information, please see Responding to Chargebacks

Disputes_List

Each row in the disputes list links to transfer details which now includes a dispute details section.

Dispute_Details

Dispute statuses

Disputes can have the following statuses:

Status	Description
Resolved	Moov supports Visa’s Rapid Dispute Resolution integration which helps merchants auto-resolve pre-disputes and avoids potential chargebacks. These pre-disputes are labeled as resolved to distinguish them from traditional chargebacks. There is no more action required on these transactions.
Response needed	All unresolved disputes will by default be labeled as `response-needed` and indicate that the merchant needs to communicate to Moov how they would like to proceed.

Responding to chargebacks

Merchants can respond to the chargeback with one of the following:

Response	Description
Accept	The merchant agrees to the chargeback and accepts liability. This is a final action and the return of funds to the cardholder is permanent.
Challenge	The merchant decides to submit a case against the chargeback and must provide further justification.
Expire	The merchant must respond to the chargeback within a certain time frame or the chargeback will expire which means they automatically accept liability.

To respond to a chargeback, please submit a support ticket for card payment issues. In the ticket, select an inquiry type of “Cardholder dispute” and specify whether you would like to accept or challenge the dispute. Include the following information in your ticket:

dispute ID
supporting documentation
explanation of the action you want Moov to take

If you are providing a response for more than one case, please ensure the applicable Dispute IDs and actions are clearly defined and any supporting documents are labeled, preferably in the file name to prevent processing delays.

Response deadlines

Responses to disputes are due to Moov by the respondBy date and vary by card brand:

Card brand	respondBy (calendar days)
Visa	14
Mastercard	14
Discover	14
Amex	10

File size and format requirements

Moov requires supporting documents to fit within the following file parameters:

Types	Sizes	Name specifications
PDF JPG TIFF	PDF file size maximum is 2 MB TIFF/JPG file size maximum is 1 MB	16 or fewer Alphanumeric characters only No special characters allowed Must not contain sensitive info such as PANs

FAQ

How does Moov tell me about cardholder disputes?: Moov notifies you about incoming disputes using webhooks and APIs. Review our docs for more information on receiving notifications for disputes. Your platform is responsible for notifying impacted merchants of the incoming dispute(s).
How long does a merchant have to respond to a dispute?: Timeframes for dispute responses varies based upon the card brand. See our table that lists how many days a merchant has to respond depending on the card brand.
What is accepting liability on a chargeback?: Accepting liability on a chargeback means that the merchant will not contest the dispute and will accept the permanent return of the funds to the cardholder. This is final action and cannot be undone. Read more on the possible responses to chargebacks.

Disputes

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