Types of Disputes in Cashfree Payments
|Chargeback States||Description||Representation Time||Resolution Time|
|Dispute||End-customer complaints, fraudulent or suspicious transactions reported by law enforcement authorities and banks are raised as disputes.||3 calendar days|
In some special cases, real-time fraudulent transaction disputes take 1 day.
|Disputes will typically take 5-7 business days in case of end-customer complaints. Fraud & suspicious transaction disputes may take months to get resolved since funds are held by banks in some cases.|
Wallet and Netbanking disputes typically take around 30 days to reach a resolution.
|Retrieval||These are soft chargebacks that occur even before we receive an actual chargeback. They are raised when your customer raises a query with their issuing bank on the transaction.||3 calendar days||If the retrieval is contested, there is a waiting period of 30-45 days for the customer to raise further Chargeback. If the retrieval is accepted it will take around 10 days.|
|Chargeback||If the customer feels the services were not delivered, or if they have any issue with the transaction, they can raise a Chargeback after the retrieval request.||3 calendar days||If the dispute is contested, the Chargeback typically takes 30-45 days and there is a waiting period for the customer to raise further pre-arbitration depending on the network. UPI cases typically take 15-20 days.|
|Pre-arbitration||The second level of chargeback. Your customer has a limited period of time within which they should revert back on whether they are further disputing the transaction. If your customers are satisfied with the proofs/evidence submitted by you on the first level the dispute is closed, else we receive a pre-arbitration request.||2 calendar days||If the dispute is contested, Pre-arbitration typically takes 30-45 days. There is a waiting period for customers to raise further Arbitration depending on the network. UPI cases typically take 15-20 days.|
|Arbitration||The final stage of the chargeback. Both parties submit their documents and the card networks or NPCI takes the final decision on the dispute depending on the payment mode.|
If the chargeback reaches this stage, it can become costly for you as there is a hefty fee involved for the losing party. This stage can also take a long time to arrive at a conclusion.
|1 calendar day||It takes around 15 days for the final verdict for both UPI and cards.|
Updated 7 months ago