Antom provides you with the following services when a chargeback occurs for card payments:

• Antom notifies you of information about the chargeback and freezes the funds related to the chargeback.
• Antom helps you to submit defense documents to a specific card scheme.
• Antom notifies you of the chargeback liability.

When an issuer initiates a chargeback, you can obtain the information about the chargeback by email or by receiving a Notification of Chargeback (NoC) sent by Antom through the notifyDispute notification. Before you handle the chargeback, contact Antom Chargeback Operations Team to understand chargeback rules and processes.

Asynchronous notifications (Recommended)

You can receive a notification of the chargeback information by integrating the notifyDispute notification. The following figure illustrates the workflow of the chargeback notification process:

Figure 1. Chargeback notification workflow

Configure a notification address

Before you can receive the notification, you must configure a notification address on Antom Dashboard. Find disputeNotify in the Notification URL section on the Integration Settings page, and configure a notification address by entering it in the provided field.

Figure 2. Configure a notification receiving address on Antom Dashboard

Asynchronous notification of the chargeback

Antom sends you asynchronous notifications through the notifyDispute notification.

• When a chargeback occurs, you receive a NoC. The value of disputeNotificationType in the notification is DISPUTE_CREATED. After you receive the NoC, you can submit defense documents by sending an email to Antom Chargeback Operations Team. The value of defenseDueTime in the notification indicates the time limit for the submission of documents.
• If you have a query about the chargeback, you can defend the chargeback. When the chargeback liability is determined, you receive a notification of the chargeback liability. The value of disputeNotificationType in the notification is DISPUTE_JUDGED, and the value of disputeJudgedResult indicates the liability:

• ACCEPT_BY_CUSTOMER: The buyer assumes the liability.
• ACCEPT_BY_MERCHANT: You assume the liability. You are liable for the chargeback loss.

For European cards, Antom sends two extra notification types:

• When you submit the defense documents, you receive a notification of the submission of the documents. The value of disputeNotificationType in the notification is DEFENSE_SUPPLIED.
• When the buyer cancels the chargeback, you receive a notification of the cancellation of the chargeback. The value of disputeNotificationType in the notification is DEFENSE_CANCELLED.

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

Note: For Hong Kong and Singaporean cards, the notifyDispute notification is unavailable. Instead, Antom sends you chargeback notifications via email.

Notifications via Email

Some cards only support chargeback notifications via email. When you receive a chargeback notification via email, you must respond within a certain amount of time whether you accept the chargeback or submit defense documents. If defense documents are not submitted within the prescribed time limit, the chargeback is accepted by default. Different payment methods may have different time limit requirements, and the usual time limit is 5-20 calendar days. For more information about chargeback time frames, see Chargeback time frame.