Follow payment disputes

A dispute, or chargeback, is a customer asking their bank or payment provider to reverse a payment. The Disputes page of Billing lists the disputes raised against payments from your customers, how much each one puts at stake and when evidence is due. Coritan prepares and submits the evidence, so this page is for following a case, not for answering it.

You need the owner, admin or billing role.

1. In the dashboard, open the organization, then Billing, then Disputes.
2. Each row shows the Dispute's reference with the gateway it came through, its Status, the Customer, the Invoice the payment was on, the Amount, the Reason and the date to Respond by. A date to respond by that has passed is shown in red.
3. To narrow the list, choose a status in place of All: Open, until the bank decides, then Won, Lost or Accepted, for a dispute conceded rather than fought. Outcome not known appears when a gateway did not say how a dispute ended. Each status counts the disputes in it.
4. Select a dispute to open it in a drawer on the right of the screen.

The list shows 50 disputes a page, newest first, with the pager under it for the rest. While they all fit on one page, select a column heading to sort them. The status and the page are kept in the address, so a reload or a link you share opens the list as you left it.

The drawer shows the dispute's Status, Amount, Customer, the Invoice it concerns, the Reason, the Outcome, the state of the Evidence, the date to Respond by and when the evidence was Submitted. A dispute still open past that date says so at the top. When Coritan has drafted evidence, a box says whether the draft is strong or weak, and which facts it is missing.

A won dispute keeps the payment. A lost one reverses it, and a reversed payment comes off your next payout. With the Own gateway billing mode, your own PayNow store takes the chargeback.

Evidence comes from what Coritan knows about the customer and the service, so a strong draft depends on the facts being there. Keep the customer's details correct on the Customers tab, and answer the customer's conversations in the support inbox: a record that the customer used the service helps the case.

• Organization billing
• Manage customer invoices

List disputes, newest first, with limit (50 by default, at most 200) and offset. status takes open (no outcome recorded yet), won, lost, accepted, unknown (the gateway did not say) or all, the default; another word answers 422.

curl "https://api.coritan.com/api/v1/orgs/acme/disputes?status=open&with_total=true" \
  -H "Authorization: Bearer $CORITAN_TOKEN"

The answer is {"disputes": [...]}, or with with_total=true {items, total, limit, offset, counts}, where total counts the disputes the status matches and counts holds all and each status, whatever status asked for. Each dispute has id, gateway, gateway_dispute_id, amount, currency, status, reason, outcome, evidence_state, evidence_due_at, submitted_at, customer_id with the customer's customer_name and customer_email, org_invoice_id with that invoice's invoice_number, and created_at. A customer or an invoice that is not your organization's names nothing. GET /disputes/{dispute_id} adds evidence, with the draft's reason, is_strong, missing and generated_at. The draft's contents stay with Coritan.