PPRO provides a unified, merchant-centric approach to managing disputes across all payment methods.

For select payment methods, PPRO supports an extended dispute lifecycle. This provides deeper integration into the multi-stage resolution process used by networks like Visa, Mastercard and Wero, allowing merchants more opportunities to resolve issues before they escalate to a final financial loss.

To determine whether your integration needs to support the single dispute & chargeback phase or the extended lifecycle, view the dispute page of your supported payment method, for example Wero, where it describes the disputes and chargebacks flow.

Core Definitions

• Arbitration [Future]: The final escalation stage where the relevant payment network (e.g., Visa or Mastercard) acts as a judge to provide a definitive ruling. This stage usually involves significant fees.
• Chargeback: The reversal of funds from a merchant to a consumer due to a dispute. This can occur:
  • Pre-emptive: Funds are clawed back when the dispute is created (e.g., Wero, Zip).
  • Post-decision: Funds are clawed back after the merchant loses the dispute (e.g., BBVA, Afterpay).
• Chargeback Reversal: Funds are returned to the merchant after a pre-emptive chargeback, typically when the merchant wins the dispute or the consumer cancels/withdraws it.
• Dispute: A formal challenge raised by a consumer against a payment through their bank, card network, or local payment method provider. Each challenge results in the creation of a dispute record.
• Pre-arbitration: A secondary challenge phase occurring when a merchant has successfully challenged a dispute, but the consumer’s financial institution continues the contest by rejecting the merchant's evidence or providing new information. It acts as a final checkpoint for both parties to settle the matter before escalating to a formal, costly judgment by the payment provider.
• Pre-dispute: An early-warning stage where merchants can resolve a customer issue via a refund or explanation before it becomes a formal dispute.

Extended Disputes Overview