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Dispute

Antom offers the following services in the event of a dispute:

  • Notification and freezing of funds related to the dispute.
  • Acceptance of the dispute.
  • Defense in the dispute.
  • Notification of the liability in the dispute.

Dispute process of payment methods

The following table shows the dispute process of different payment methods:

Payment Method

Dispute Process

APM

Retrieval request, escalation and chargeback

LatAm Local Card

Retrieval request and chargeback

Europe Local Card

Retrieval request and chargeback

Korean Local Card

Retrieval request and chargeback

International card

Retrieval request and chargeback

Table 1. Dispute process of payment methods

Dispute process workflow

When a buyer initiates a dispute, you can obtain the dispute information by receiving a Notification of Dispute (NoD) sent by Antom through the notifyDispute notification.

The following figure shows the dispute process workflow. Before handling the dispute, you can contact Antom Dispute Operations Team for additional guidance on dispute rules and processes.

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Figure 1. Dispute process workflow

Receive Notification of Dispute

Before you can receive an asynchronous NoD, you must set a notification address. You can configure the address on Antom Dashboard. The following example shows an NoD:

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{
  "disputeAmount": {
    "currency": "EUR",
    "value": "1000"
  },
  "disputeId": "202209212501310115730104****",
  "disputeNotificationType": "DISPUTE_CREATED",
  "defenseDueTime": "2023-09-20T23:41:32-07:00",
  "disputeTime": "2022-09-20T23:41:32-07:00",
  "disputeReasonCode": "4853",
  "disputeSource": "Mastercard",
  "paymentId": "202209231540108001001888XXXXXX****",
  "paymentRequestId": "requestId_12345****"
}

The key parameters contained in the notification are listed as follows (For details, see the notifyDispute API):

Parameter

Description

disputeAmount

The amount of the transaction which has a dispute.

disputeId

The unique ID that is assigned by Antom to identify a dispute.

disputeNotificationType

The type of dispute notification. Valid values are:

  • DISPUTE_CREATED: indicates that a dispute occurs.
  • DISPUTE_JUDGED: indicates that the dispute is judged.
  • DISPUTE_CANCELLED: indicates that the dispute is cancelled by the buyer.
  • DISPUTE_SUPPLIED: indicates that your defense documents for the dispute are submitted.
  • DISPUTE_DUE_ALERT: a warning sent by Antom that notifies your defense is to be overdue within 24 hours of defenseDueTime.

defenseDueTime

The due time after which you cannot defend a dispute.

disputeSource

The card scheme that is responsible for processing the dispute.

The parameter is returned when the value of disputeNotificationType is DISPUTE_CREATED or DISPUTE_JUDGED.

paymentId

The unique ID that is assigned by Antom to identify a payment.

paymentRequestId

The unique ID that is assigned by a merchant to identify a payment request.

Table 2. Key parameters of the notifyDispute notification

When you receive the notification, you must return a response as instructed in the notifyDispute API. Otherwise, Antom resends the notification until a correct response is received. The following example shows the body of the message you send to Antom:

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{
  "result": {
    "resultCode": "SUCCESS",
    "resultStatus": "S",
    "resultMessage": "Success"
  }
}

Notes:

  • Record the processed notifications received from Antom, and properly handle idempotency to avoid processing a single request multiple times.
  • Record key information about the dispute, such as disputeId, paymentId, and paymentRequestId. Handle the dispute within the time limit prescribed in defenseDueTime.

Handle dispute

When dealing with a dispute, you may encounter one of the four scenarios as follows:

  • Dispute cancellation: If the buyer cancels the dispute, you receive a notification of the dispute cancellation.
  • Accepting the dispute: If you decide to accept the dispute, use the acceptDispute API to proceed.
  • Defending the dispute: If you choose not to accept the dispute, submit defense documents within the specified time limit to defend the dispute.
  • Overdue warning: If you do not respond to the dispute in a timely manner, Antom issues an overdue warning before the dispute handling deadline to remind you of the defense deadline.

Dispute cancellation

When a dispute occurs, you can engage in negotiations with the buyer. If the buyer decides to cancel the dispute, you will receive a notification where the value of disputeNotificationType is DEFENSE_CANCELLED, indicating the cancellation of the dispute. The following example shows a notification of dispute cancellation:

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{
  "disputeAmount": {
    "currency": "EUR",
    "value": "1000"
  },
  "disputeId": "202209212501310115730104****",
  "disputeNotificationType": "DISPUTE_CANCELLED",
  "disputeTime": "2022-09-20T23:41:32-07:00",
  "paymentId": "202209231540108001001888XXXXXX****",
  "paymentRequestId": "requestId_12345****"
}

When you receive the notification, you must return a response as instructed in the notifyDispute API. Otherwise, Antom resends the notification until a correct response is received. The following example shows the body of the message you send to Antom:

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{
  "result": {
    "resultCode": "SUCCESS",
    "resultStatus": "S",
    "resultMessage": "Success"
  }
}

Accepting the dispute

After a dispute occurs, if you accept the dispute, call the acceptDispute API before the handling deadline. Specify the disputeId (obtained from the NoD) in the request. The following example shows the body of the request you send to Antom:

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{
  "disputeId": "202401012501310115730104****"
}

Once you submit your request to accept the dispute, Antom will process it and return the corresponding outcome. The following example shows a response to this type of request:

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{
  "result": {
    "resultCode": "SUCCESS",
    "resultStatus": "S",
    "resultMessage": "success"
  },
  "disputeId": "2024010121013101637705928564",
  "disputeResolutionTime": "2024-01-01T18:25:00+00:00"
}

Note: Do not initiate a single request multiple times. If a single disputeId is called multiple times, REPEAT_REQUEST is returned by Antom. You can visit Antom Dashboard or contact Antom Technical Support to check the status of the dispute order.

When the dispute liability is determined, you receive a notification of dispute liability. When you receive the notification, you must return a response as instructed in the notifyDispute API.

Defending the dispute

If you decide to challenge the dispute, submit defense documents within the prescribed time limit to defend the dispute.

Step 1: Download the defense document template (optional)

Download the defense document template using the downloadDisputeEvidence API. To enhance the success rate of your defense, Antom has pre-filled certain information in the template. For more information about the template sample, see Merchant Letter. The following example shows the body of the request:

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{
  "disputeId": "202401012501310115730104****",
  "disputeEvidenceType": "DISPUTE_EVIDENCE_TEMPLATE"
}

The key parameters contained in the request to download defense documents are listed as follows (For details, see the downloadDisputeEvidence API):

Parameter

Description

disputeId

The unique ID that is assigned by Antom to identify a dispute.

disputeEvidenceType

The type of dispute evidence you can download (encoded in Base64). Valid values are:

  • DISPUTE_EVIDENCE_TEMPLATE: The pre-filled dispute evidence template, which is a valuable tool for improving the success rate of your defense. Specify this value to download the template.
  • DISPUTE_EVIDENCE_FILE: the dispute evidence file uploaded through supplyDefenseDocument API. Specify this value to download previous uploaded files.

Table 3. Key parameters in the request to download defense documents

Antom will return the template file in the response. Decode the template file according to the corresponding format. The following example shows a corresponding response:

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{
  "result": {
    "resultStatus": "S",
    "resultCode": "SUCCESS",
    "resultMessage": "success."
  },
  "disputeEvidence": "Base64 Encoded File",
  "disputeEvidenceFormat": "WORD"
}

Step 2: Submit defense documents

To defend the dispute, submit your defense documents within the specified timeframe using the supplyDefenseDocument API. Specify the disputeId (obtained from the NoD) and provide the relevant defense documents. It is recommended to encode your defense documents in Base64, with PDF being the preferred file format. The following example shows the request body of submitting defense documents:

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{
  "disputeId": "202401012501310115730104****",
  "disputeEvidence": "Base64 Encoded File"
}

After you have successfully submitted your defense documents, you will receive a response from Antom outlining the submission results. The following example shows a response from Antom:

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{
  "result": {
    "resultCode": "SUCCESS",
    "resultStatus": "S",
    "resultMessage": "success"
  },
  "disputeId": "2024010121013101637705928564",
  "disputeResolutionTime": "2024-01-01T18:25:00+00:00"
}

Step 3: Add defense documents (optional)

If there is a need to supplement defense evidence documents, an Antom dispute specialist will contact you. You can download the previously submitted documents using the downloadDisputeEvidence API. The following example shows the request body of downloading previously submitted documents:

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{
  "disputeId": "202401012501310115730104****",
  "disputeEvidenceType": "DISPUTE_EVIDENCE_FILE"
}

You can obtain the previously submitted defense documents through disputeEvidence in the response. Decode the obtained documents according to the corresponding file format.

Note: The supplementary defense documents cannot be uploaded through the supplyDefenseDocument API, contact the Antom dispute specialist to upload the supplementary defense documents.

Step 4: Receive notification of dispute liability

When the dispute liability is determined, you will receive a notification where the value of disputeNotificationType is DISPUTE_JUDGED, and the value of disputeJudgedResult indicates the party deemed liable.

  • ACCEPT_BY_CUSTOMER: Buyer's liability.
  • ACCEPT_BY_MERCHANT: Merchant's liability. You are liable for the dispute loss.

When you receive the notification of dispute liability, you must return a response as instructed in the notifyDispute API. Otherwise, Antom resends the notification until a correct response is received.

Overdue warning

If you fail to handle the dispute in time, Antom will send an overdue warning to notify you that your defense is to be overdue within 24 hours of defenseDueTime. The following example shows a notification of overdue warning:

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{
  "disputeAmount": {
    "currency": "EUR",
    "value": "1000"
  },
  "disputeId": "202401012501310115730104****",
  "disputeNotificationType": "DEFENSE_DUE_ALERT",
  "disputeTime": "2024-01-01T23:41:32-07:00",
  "defenseDueTime": "2024-01-03T23:41:32-07:00",
  "paymentId": "202401011540108001001888XXXXXX****",
  "paymentRequestId": "requestId_12345****"
}

When you receive the notification of overdue warning, you must return a response as instructed in the notifyDispute API. And you need to handle the dispute within the prescribed time limit. If you fail to handle the dispute before the defense due time, Antom will assume that you have accepted the dispute.