General Flow

The dispute process starts when a customer complains to an issuer about a transaction. Reasons for complaints vary and include, but are not limited to, fraud and consumer disputes.

The issuer reports the chargeback claim to the acquirer, who then opens a dispute case. PPRO shares the case information with the merchant, who can decide to dispute it or accept the chargeback. To start a dispute, the merchant submits compelling evidence to PPRO, who forwards it to the acquirer and issuer. If the issuer decides to favor the merchant, the chargeback is not deducted from the merchant’s funds. On the other side, if the issuer decides in favor of the customer, the chargeback is discounted from the merchant’s funds and returned to the customer.

For the moment, disputes are enabled only in Brazil.