A dispute (often referred to as a chargeback when the outcome is a chargeback) occurs when a customer questions a payment with the payment provider. The life cycle of a dispute depends on the specific payment provider. A dispute can have the following states:
| State | Description |
|---|---|
open | The dispute has been opened but is not yet under review, or is waiting for a response from either the customer or the merchant. |
waiting_for_response | Either the customer or the merchant needs to provide evidence. See waiting_for in the response object." |
under_review | Under review by the bank or another payment provider. |
resolved | The dispute has been resolved either in the customer’s or the merchant’s favor. See outcome in the response object. Resolved is a final state. |
The reason for the dispute is provided in the response object. See reason.
A resolved dispute can have the following outcomes:
| Outcome | Description |
|---|---|
cancelled_by_customer | The customer canceled the dispute. |
merchant_favor | The dispute was resolved in favor of the merchant. |
customer_favor_refund | The dispute was resolved in favor of the customer. The merchant refunds the customer. |
customer_favor_chargeback | The dispute was resolved with a chargeback. The payment provider either transferred the money to the customer or stopped the transfer before completion. |
provider_payout | The payment provider resolved the dispute with a payout to either the merchant or the customer. |