The Dispute Object is used when a User requests a chargeback of transaction to their bank – in turn, their bank withdraws the funds from us and we will then repudiate the required funds from your client credit wallet.

Dispute process overview

1. A PayIn is completed successfully
2. The end user contacts his/her bank to request a chargeback
3. The bank contacts us and withdraws the funds automatically
4. We create a Dispute object in the API – you will receive an email by default, and can also set up the usual Hooks if you like
5. Along with the Dispute, we will also repudiate the funds from your credit wallet (the amount in the original wallet will therefore remain unchanged which is different to the previous process).
6. If the Dispute is contestable, you are able to contest this Dispute and submit evidence to try to reverse the repudiation and reclaim the funds (note that you do not have to contest the full amount) – evidence might include a delivery note, a refund you’ve already done for instance, but will depend on the type of Dispute. The evidence is submitted as documents, similarly to the current KYC process.
7. Once we’ve verified the Dispute documents, we will pass them on to the relevant bank, and they will either:
   • Accept the contest and refund the funds you had contested (we will then refund this amount to your credit wallet)
   • Reject the contest – in which case the Dispute will be closed as you have lost
   • Ask for further documents – in this case, we will reopen the Dispute and ask you to submit further evidence – check the StatusMessage field for more information.
8. In the event you have credit following a Dispute (because you lost, or didn’t contest the full amount), you can do a settlement transfer to transfer funds from the original wallet to the credit wallet if you wish – this is entirely optional and will depend on your workflow whether you want to impact the original wallet or not.
9. If your credit wallet balance is negative, it means that you have a debt to settle with MANGOPAY. In that case, you’re required to make a settlement transfer to rectify the situation.

Important notes

• You are strongly advised to use the available hooks to be notified (and therefore act on the changes from your side) of Dispute status changes (for example, in the case of a Dispute being reopened because more documents are required, you will not be notified by email – only via the hooks)
• All contestable disputes have a date by which they can be contested – after this time, no further action is permitted from your side
• Banks can sometimes issue a warning of a chargeback that may happen – in this case, we will still create a Dispute (with the DisputeType of “RETRIEVAL”) and require you to send various documents, however there will be no funds repudiated from your credit wallet in this case
• Some Disputes are not contestable (they’ll have the DisputeType of “NOT_CONTESTABLE” as opposed to “CONTESTABLE”) – this means they’ll be closed just after being created and no further action is possible from your side

This method is used to update the "Tag" of a dispute

This method is used to close a "Dispute", effectively confirming that you do not wish to contest it. This action is optional, and once the "ContestDeadlineDate" passes, you will not be able to contest it anyway

This method is used to contest a Dispute.

The "ContestedFunds" must be the same "Currency" as the "DisputedFunds", and the amount can be up to and including the "DisputedFunds".

This method is used to resubmit a "Dispute" if it is reopened requiring more docs

In the event you have credit following a Dispute (because you lost, or didn’t contest the full amount), you can do a settlement transfer to transfer funds from the original wallet to the credit wallet if you wish – this is entirely optional and will depend on your workflow whether you want to impact the original wallet or not. The endpoint below provides you with the list of disputes that allow a settlement transfer - meaning that you have credit for these disputes and that funds are still available in the original wallet.