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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 TypeDescriptionLevel of urgency
Cyber Crime CaseUsers report to the policeEmergency. 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 ChargebackUsers 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 RaiseUser initiates a refund request to the bank(The case may escalate to Pre-Arbitration Raise /Cyber crime )The same as above
Differed Chargeback RaiseUser initiates a refund request to the bank(The case may escalate to Pre-Arbitration Raise /Cyber crime )The same as above
Pre-Arbitration RaiseThe 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 requiredThe same as above
Arbitration RaiseThe 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 requiredThe same as above
User ComplaintUsers launch complaints to OnionPay(It may escalate to any case type)The same as above

Dispute States

There may be any of the following states in the dispute system.

StateDescription
OPENThe dispute is created, the disputed amount will be frozen and the merchant can process it.
PROCESS_EXPIREDThe merchant's appeal has timed out and is unable to submit evidence, pending dispute review.
UNDER_REVIEWThe merchant has agreed to a refund or has submitted evidence ,pending dispute review.
LOSTThe merchant has lost and the disputed amount will be refunded to the user's account.
WONThe merchant has won and the disputed amount will be unfrozen and refunded to the merchant's account.
CLOSEThe 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.

  1. If the merchant agrees to refund and select “accept refund”, the merchant loses, and the user will get a refund.
  2. 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.