Card Disputes
Card disputes and how to respond to them.
Customers can dispute a card payment for a variety of reasons. However, if they completed 3DS authentication during the card payment process, they cannot dispute a payment on the basis of fraud.
After a customer files a card dispute with their card issuer, Rapyd does the following:
Deducts the disputed amount from the client's wallet.
Notifies the client of the dispute.
Enables the client to submit evidence to the card issuer via the Client Portal.
Monitors and updates the dispute through its lifecycle:
Active - A payment dispute was received from the card issuer.
Review - The client challenged the dispute and the dispute is pending review.
Pre-Arbitration - The card issuer challenged a previously contested dispute. The dispute is under review.
Arbitration - The client rejected a pre-arbitration outcome. The dispute is pending an arbitration ruling by the card schemes.
Win - The client's dispute was successful.
Lose - The client accepted the dispute or the challenge failed.
Reverse - The card issuer dropped the dispute.
When a new dispute is initiated, the client can:
Accept the dispute's validity.
Challenge the dispute. The client has a limited number of days to challenge a dispute with supporting evidence. In the Client Portal, browse to Collect > Review & Protect > Disputes and see Due date.