Disputes

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Multibanco is not currently available through the disputes API.

Dispute process

Before a chargeback is initiated, there is a dispute process:

1. The consumer files a dispute through the issuing bank (referred to by Multibanco as 'complaints'). This can occur up to 13 months after the payment for amounts greater than €5.00
2. PPRO receives the dispute request.
3. PPRO informs the PSP/merchant about the dispute via email
4. The merchant accepts or rejects the dispute within 10 calendar days
5. In the case of rejection, the merchant provides defence documents
6. The issuing bank decides on the dispute case
7. If the issuing bank issues a further rejection, it will notify SIBs within 30 days. SIBs will then rule on the dispute and issue a definitive, non-contestable decision
8. If the merchant loses the dispute (for example, by failing to respond) it results in a chargeback

When to challenge a dispute

At present, no guidance exists regarding when to challenge a dispute or the required supporting documentation.