Disputes

Overview

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

Key Benefit: One consistent API for managing disputes from any payment provider (Visa, Mastercard, Wero, AfterPay, etc.) with standardized reason codes, evidence requirements, and webhooks.

Core Definitions

• Dispute: A formal challenge initiated by a consumer against a payment with their bank, card network, or local payment method provider. Our platform creates a dispute record for each such challenge.
• 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 USA).
  • 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.

Why dispute occurs?

Consumer can raise a dispute when they are unhappy with the services offered from the merchant. Usually this happens due to different reasons which are captured under four main categories: