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Disputes

A dispute occurs when a cardholder formally questions the validity of a payment by raising a complaint to their card issuer. If the dispute is successful, the card issuer will process a chargeback, reversing the payment so the cardholder can get their money back.

How Moov handles disputes

Moov manages chargebacks directly with the card networks, so there’s no specific action our customers need to take. 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.

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": "5000",
  "networkReasonCode": "10.3", 
}

Disputes statuses

There are two types of disputes statuses:

• response-needed
• resolved

Pre-disputes resolved by Visa’s rapid dispute resolution will have the resolved status, while all other disputes have the response-needed status.

Contesting a dispute

In the disputes object, the respondBy field indicates the last day a merchant can submit evidence to fight a chargeback,

Should a merchant chooses to contest a dispute, they will do so using Zendesk. Partners should submit an inquiry here and select Cardholder dispute as the inquiry type.

Within their inquiry, partners can provide Moov with direction on accepting or responding to a dispute and upload supporting documentation as needed. Below is the Moov timeline requirements for contesting a dispute, listed by network:

FAQ