Disputes
About Disputes
A dispute is a disagreement by a merchant's customer against a transactional order, where the customer initiates a complaint with the Police, Bank or OnionPay.
Dispute Type
A dispute can be in any of the following Types:
| Dispute Type | Description | Level of urgency |
|---|---|---|
| Cyber Crime Case | Users report to the police | Emergency. The merchant should investigate the dispute and provide the necessary data (if any) within the deadline. The merchant's account will be frozen if it is not processed for a long time. |
| Fraud Chargeback | Users complain to banks about fraud (The case may escalate to Pre-Arbitration Raise /cyber crime) | Highly.The merchant should investigate the dispute and provide the necessary data (if any) within the deadline. After the deadline, merchants will not be able to upload evidence. |
| Chargeback Raise | User initiates a refund request to the bank (The case may escalate to Pre-Arbitration Raise /Cyber crime) | The same as above |
| Differed Chargeback Raise | User initiates a refund request to the bank (The case may escalate to Pre-Arbitration Raise /Cyber crime) | The same as above |
| Pre-Arbitration Raise | The bank does not recognize the first round of evidence submitted by the merchant and the proceed to pre-arbitration, where a second round of evidence may be submitted.Usually a direct refund is required | The same as above |
| Arbitration Raise | The bank does not recognize the second round of evidence submitted by the merchant and the proceed to arbitration, where a third round of evidence may be submitted.Usually a direct refund is required | The same as above |
| User Complaint | Users launch complaints to OnionPay(It may escalate to any case type) | The same as above |
| BO RBI Complaint | The user initiated a complaint case to the BO (Banking Ombudsman) or RBI (Reseve Bank of India); These kind of cases always happen after the merchant complains, but when the user is not satisfied with the result, they will complain to the RBI. It is in BO's charge. | The same as above |
Dispute States
There may be any of the following states in the dispute system.
| State | Description |
|---|---|
| OPEN | The dispute is created, the disputed amount will be frozen and the merchant can process it. |
| PROCESS_EXPIRED | The merchant's appeal has timed out and is unable to submit evidence, pending dispute review. |
| UNDER_REVIEW | The merchant has agreed to a refund or has submitted evidence ，pending dispute review. |
| LOST | The merchant has lost and the disputed amount will be refunded to the user's account. |
| WON | The merchant has won and the disputed amount will be unfrozen and refunded to the merchant's account. |
| CLOSE | The dispute has been closed，the disputed amount will be unfrozen and refunded to the merchant's account. (e.g. The user withdraws the case；Or the case is escalated，Or the merchant is refunded from other channels, etc.), |
Flow chart
Use process
You can find all records of disputed orders in the Dispute List
You can process only those disputes that are in open state before the deadline date
Dispute Detail
1.Click on Detail and you will be automatically redirected to the Dispute Detail page, where you can see all the details about the dispute.
The dispute process
Click Process button, select reslution and evidence template can be downloaded.
- If the merchant agrees to refund and select “accept refund”, the merchant loses, and the user will get a refund.
- If the merchant appeals and select “contest”, you will need to provide the merchant's customer complaint email and phone number, and upload Evidence.
Review results
After the merchant has processed the dispute, the status of the dispute goes into Under_Review
If you file a dispute, submit evidence and wait for the review result, OnionPay will send the file to the beneficiary bank. The bank will review the case and make a decision. If you lose the dispute against Lost, the disputed amount will be deducted from the available balance of your account,and sent to the customer.
Refund
You can view the refund order with the disputed order number in the Refund Record.
