# Manage Issuing disputes
If your cardholder notices an unfamiliar transaction on a card you've issued and questions its validity, you can raise a dispute to reclaim the funds from the merchant.
For example, when there are concerns about fraud, or the quality or delivery of a purchase.
> **Information**
>
> For acquiring disputes, see [Process disputes](https://www.checkout.com/docs/payments/process-disputes.md).
You can raise and manage disputes using the [Issuing Disputes API](https://api-reference.checkout.com/#tag/Issuing-disputes).
> **Note**
>
> To raise and manage Issuing Disputes for Visa cards, use the [Cardholder Dispute Form](https://script.google.com/a/macros/checkout.com/s/AKfycbyrjkalDoRtWII7SLItdYIIt-Ns19QGOI83wAX6GAIthPSmvgWDgBTVYow64lfQ5fHELQ/exec) to contact Checkout.com.
## Dispute lifecycle
Disputes go through four standard stages in their lifecycle to reach resolution:
**Lifecycle stages**
1. Chargeback:
- You raise a dispute with the card scheme and request a chargeback from the merchant. The funds are returned to the cardholder.
- If the merchant accepts or does not respond to the chargeback, you win the dispute.
2. Representment:
- If the merchant rejects the chargeback, they can provide evidence and send a representment. The funds are reversed to the merchant.
- If you accept or do not respond to the representment, the merchant wins the dispute.
3. Pre-arbitration:
- If you reject the representment, you can escalate the dispute to pre-arbitration and provide more evidence.
- If the merchant accepts or does not respond to pre-arbitration, you win the dispute and the funds are returned to the cardholder.
4. Arbitration:
- If the merchant rejects pre-arbitration, you can escalate to arbitration from the card scheme.
- The scheme's decision is final and the funds go to the winning party.
**Flowchart**
---
## Before you start
- Set up an [authentication mechanism](https://www.checkout.com/docs/developer-resources/api/manage-api-keys.md) for your API requests, using OAuth 2.0 or API keys.
- Prepare to handle the [Issuing dispute statuses](https://www.checkout.com/docs/developer-resources/codes/issuing-dispute-codes.md).
- [Configure your webhook server](https://www.checkout.com/docs/developer-resources/event-notifications/receive-webhooks/configure-your-webhook-server.md) and subscribe to [Issuing dispute webhooks](https://www.checkout.com/docs/developer-resources/event-notifications/event-types.md#Issuing_disputes).
---
## How it works
1. Check that the transaction is eligible for dispute.
2. You can:
- Create and submit a dispute to the card scheme simultaneously.
- Cancel the dispute before submission or during processing if you decide not to proceed.
3. Monitor the dispute and handle any required corrections if it is returned with an `Action Required` status, using the monitoring options described later in this guide.
4. Consider the merchant's response and optionally retrieve reports and dispute details, or download evidence files.
5. Escalate the dispute if you reject the merchant's representment or if the scheme passes it forward.
### Dispute eligibility
Before you raise a dispute, check that the transaction is eligible. You cannot dispute an ineligible transaction.
1. Ensure that the cardholder has tried all other ways of resolving the issue with the merchant directly.
For example, by trying to return any products they received, cancel ongoing services, or seeking a refund.
Collect documentation of these attempts as evidence for the dispute.
2. Confirm that the transaction status is `cleared` and not already `refunded`.
3. Ensure you are within the card scheme's chargeback time limit, which can be 30 to 120 days after the billing date, depending on the [dispute reason code](https://www.checkout.com/docs/developer-resources/codes/issuing-dispute-codes.md#Response_time_limits) you provide.
### Dispute time limits
Card schemes apply time limits to each stage of the dispute lifecycle:
| Dispute stage | Time limit |
| --- | --- |
| You raise a dispute | Within 30, 90, or 120 days after the transaction Central Site Business Date (CSBD), depending on the [dispute reason code](https://www.checkout.com/docs/developer-resources/codes/issuing-dispute-codes.md#Response_time_limits)
Checkout.com recommends at least 10 calendar days before the schemes' time limit. |
| Merchant responds to the dispute or sends representment | Within 45 calendar days after the chargeback date, or you win the dispute |
| You escalate the dispute | Within 30 calendar days after the settlement date or the CSBD of the second presentment (for pre-arbitration), or within 15 calendar days of a rejection if moving to arbitration.
Checkout.com recommends escalating as early as possible after you receive a representment or rejection. |
| Merchant responds to pre-arbitration | Within 30 calendar days after the representment date, or you win the dispute |
| You escalate to arbitration | Within 15 calendar days of the rejected date specified within the Mastercom application, or the merchant wins the dispute
Within 45 calendar days of the settlement date of the second presentment, if pre-arbitration is optional and is skipped
Checkout.com recommends within 2–4 calendar days. |
### Partial disputes
You can raise a dispute for only part of the original transaction amount. For example, if part of the transaction is not disputed or has already been refunded.
Dispute outcomes can also be partial. Following escalation, you may win only part of the disputed amount back.
---
## Create a dispute
You can create a dispute using the API or the Dashboard.
### Evidence file requirements
Providing evidence is optional, but it may improve your chances of winning the dispute.
Upload a single document or image evidence file, or a ZIP file containing multiple evidence files. Documents and images must meet the following requirements:
- File name – Maximum 16 alphanumeric English characters, with no spaces or special characters
- File format – JPEG, TIFF, or PDF
- File size – Maximum 14.5 MB or 14,500,000 bytes and maximum 19 pages
- File resolution – Maximum 300 x 300 DPI
- Pixel count – Maximum 30,000,000 pixels
- Minimal graphics and color
If your uploaded evidence does not meet these technical requirements, the dispute may be returned to you with an `action_required` status.
### Create a dispute using the API
Call the [Create an issuing dispute](https://api-reference.checkout.com/tag/Issuing-disputes/#operation/createDispute) endpoint and provide the following:
- `Cko-Idempotency-Key` header – Your [idempotency key](https://www.checkout.com/docs/developer-resources/api/idempotency.md) so you can safely retry this request without creating duplicate disputes.
- `transaction_id` field – The unique identifier for the disputed transaction, prefixed with `trx_`.
- `reason` field – If Checkout.com is your issuing processor, a four-digit scheme-specific [reason code](https://www.checkout.com/docs/developer-resources/codes/chargeback-codes.md#Mastercard).
If the dispute is fraud-related, also provide the `fraud_details` object with the following:
- `fraud_type` field – The type of fraud. This can be one of the following:
- `account_takeover`
- `card_not_present`
- `cardholder_manipulation`
- `counterfeit`
- `fraudulent_application`
- `incorrect_processing`
- `lost`
- `merchant_misrepresentation`
- `never_received`
- `other`
- `stolen`
- `description` field – The description of the fraud circumstances. This is used for internal review of the fraud case by our Risk team. If information is missing or incorrect, the dispute may return an `action_required` status.
Optionally, you can provide:
- `evidence` object – Your evidence for the dispute, according to the [card scheme's requirements](#evidence-file-requirements).
- `amount` field – The chargeback amount (if lower than the cleared transaction amount), in the transaction currency's [minor unit](https://www.checkout.com/docs/payments/accept-payments/format-the-amount-value.md).
- `presentment_message_id` field – The unique identifier for the disputed presentment from the [Presentment received](https://www.checkout.com/docs/developer-resources/event-notifications/event-types/presentment_received.md) webhook (if the transaction has multiple presentments).
- `justification` field – Your justification for the chargeback.
> **Information**
>
> Your base URL's `{prefix}` value is unique to your account and environment. To learn how to retrieve your base URLs for the sandbox and production environments, see [API endpoints](https://www.checkout.com/docs/developer-resources/api/api-endpoints.md).
**Production**
`POST` `https://{prefix}.api.checkout.com/issuing/disputes`
**Sandbox**
`POST` `https://{prefix}.api.sandbox.checkout.com/issuing/disputes`
#### Request example
```json
{
"transaction_id": "trx_aayhhfwbdyxwcaeyhhfwbd4xga",
"reason": "4855",
"evidence": [
{
"name": "evidence.pdf",
"content": "string",
"description": "Goods were not received."
}
],
"amount": 100,
"presentment_message_id": "msg_fa6psq242dcd6fdn5gifcq1491",
"justification": "Goods not received"
}
```
#### Response example
```json
{
"id": "idsp_fa6psq242dcd6fdn5gifcq1491",
"reason": "4855",
"disputed_amount": {
"amount": 100,
"currency": "USD"
},
"status": "processing",
"status_reason": "chargeback_processed",
"transaction_id": "trx_aayhhfwbdyxwcaeyhhfwbd4xga",
"presentment_message_id": "msg_fa6psq242dcd6fdn5gifcq1491",
"merchant": {
"id": "(*)123456789",
"name": "Software Company",
"city": "London",
"state": "",
"country_code": "UK",
"category_code": 5734,
"evidence": [
"file_6lbss42ezvoufcb2beo76rvwly"
]
},
"created_on": null,
"modified_on": null,
"chargeback": {
"submitted_on": "2019-09-10T10:11:12Z",
"reason": "4855",
"amount": {
"amount": 100,
"currency": "USD"
},
"evidence": [
{
"file_id": "file_6lbss42ezvoufcb2beo76rvwly",
"description": "Goods were not received."
}
],
"justification": "string"
},
"second_presentment": {
"received_on": null,
"evidence": [
{
"file_id": "file_6lbss42ezvoufcb2beo76rvwly",
"description": "Goods were not received."
}
]
},
"pre_arbitration": {
"submitted_on": "2019-09-10T10:11:12Z",
"evidence": [
{
"file_id": "file_6lbss42ezvoufcb2beo76rvwly",
"description": "Goods were not received."
}
],
"amount": {
"amount": 100,
"currency": "USD"
},
"justification": "string",
"merchant_responded_on": null,
"merchant_evidence": [
{
"file_id": "file_6lbss42ezvoufcb2beo76rvwly",
"description": "Goods were not received."
}
]
},
"arbitration": {
"submitted_on": "2019-09-10T10:11:12Z",
"amount": {
"amount": 100,
"currency": "USD"
},
"justification": "string",
"decided_on": "string"
},
"_links": {
"self": {
"href": "string",
"actions": [],
"types": []
},
"card": {
"href": "string",
"actions": [],
"types": []
},
"cardholder": {
"href": "string",
"actions": [],
"types": []
},
"transaction": {
"href": "string",
"actions": [],
"types": []
},
"submit": {
"href": "string",
"actions": [],
"types": []
},
"escalate": {
"href": "string",
"actions": [],
"types": []
}
}
}
```
If successful, you receive a `201` response code. The response returns:
- The dispute ID in the `id` field, prefixed with `idsp_`
- The dispute `status` and `status_reason` – See [Chargeback statuses](https://www.checkout.com/docs/developer-resources/codes/issuing-dispute-codes.md#Chargeback_statuses).
- Information about the transaction and the merchant
- Placeholder objects for each stage in the dispute lifecycle
If the `status` is `action_required`, the response also includes:
- `action_details.instructions` field – A description of the changes you need to make before the dispute can proceed. For example, update the reason code or provide evidence. To provide the updated details, [amend the dispute](#amend-a-dispute).
- `action_details.last_action_response` field – Specifies if the dispute was previously amended and an `action_response` was provided.
- `links.amend` object – The URI to correct and resubmit the dispute.
If you do not receive a response, retry the request with the same idempotency key. If the original request exists and was already processed, you receive a `200` response code. The response payload is the same as the initial request's response.
This indicates that the request is a retry, not a new dispute.
If the dispute was already successfully created, you receive a `200` response code with the same payload as the initial response.
> **Note**
>
> If the transaction is ineligible for dispute, you receive a `422` error response code.
> If you receive a `presentment_reversed` status reason, the scheme rejected the dispute because the funds were already reversed. Do not re-submit the dispute.
### Create a dispute using the Dashboard
1. Sign in to the [Dashboard](https://dashboard.checkout.com).
2. Go to _Issuing_ > _All transactions_.
3. Select the transaction you want to dispute.
You can search for a transaction by date, status, or transaction ID.
4. On the _Transaction details_ page, select _Raise chargeback_.
5. In the form that appears, provide the following details:
- The amount to dispute
- The reason and justification for the chargeback
- Any evidence files, if available, and their description
---
## Cancel a dispute
You can cancel an issuing dispute using the API or the Dashboard.
### Cancel a dispute using the API
If you decide not to proceed with a dispute, you can cancel it while the dispute `status` is `processing` and `status_reason` is `chargeback_pending` or `chargeback_processed`.
Call the [Cancel an issuing dispute](https://api-reference.checkout.com/#operation/cancelDispute) endpoint, and provide the following:
- `{disputeId}` path parameter – The dispute ID.
- `Cko-Idempotency-Key` header – Your idempotency key.
> **Information**
>
> Your base URL's `{prefix}` value is unique to your account and environment. To learn how to retrieve your base URLs for the sandbox and production environments, see [API endpoints](https://www.checkout.com/docs/developer-resources/api/api-endpoints.md).
**Production**
`POST` `https://{prefix}.api.checkout.com/issuing/disputes/{disputeId}/cancel`
**Sandbox**
`POST` `https://{prefix}.api.sandbox.checkout.com/issuing/disputes/{disputeId}/cancel`
#### Response
If the dispute:
- Can no longer be canceled – You receive a `409` error response code.
- Is successfully canceled – You receive a `202` response code. The dispute `status` is `canceled` and the `status_reason` is `chargeback_reversed`.
> **Note**
>
> Do not create a new dispute for the same presentment if a dispute was previously canceled.
### Cancel a dispute using the Dashboard
1. Sign in to the [Dashboard](https://dashboard.checkout.com).
2. Go to _Issuing_ > _All transactions_.
3. Select the transaction you want to cancel the dispute for.
You can search for a transaction by date, status, or transaction ID.
4. On the _Transaction details_ page, select _Withdraw dispute_.
---
## Monitor the dispute
You can monitor the progress of a dispute in the following ways:
- [Retrieve the Dispute Lifecycle Report](#dispute-lifecycle-report).
- [Retrieve the dispute details](#retrieve-dispute-details) using the API.
- [Download evidence files](#download-evidence-files).
- Get the dispute details in the Dashboard.
### Dispute Lifecycle Report
This report helps you monitor events during the lifecycle of all disputes on your cards during a selected timeframe.
It includes transaction amounts and currencies, dispute reasons, and your justifications.
For full details and how to retrieve the report, see [Dispute Lifecycle Report](https://www.checkout.com/docs/card-issuing/retrieve-issuing-reports/dispute-lifecycle-report.md).
### Get dispute details using the API
Use the API to retrieve the details of a dispute and download any evidence files that you or the merchant uploaded.
To retrieve the details of a dispute, call the [Get an issuing dispute](https://api-reference.checkout.com/tag/Issuing-disputes/#operation/getDispute) endpoint, and provide the dispute ID as the `{disputeId}` path parameter.
> **Information**
>
> Your base URL's `{prefix}` value is unique to your account and environment. To learn how to retrieve your base URLs for the sandbox and production environments, see [API endpoints](https://www.checkout.com/docs/developer-resources/api/api-endpoints.md).
**Production**
`GET` `https://{prefix}.api.checkout.com/issuing/disputes/{disputeId}`
**Sandbox**
`GET` `https://{prefix}.api.sandbox.checkout.com/issuing/disputes/{disputeId}`
#### Response example
```json
{
"id": "idsp_fa6psq242dcd6fdn5gifcq1491",
"reason": "4855",
"disputed_amount": {
"amount": 80,
"currency": "USD"
},
"status": "processing",
"status_reason": "chargeback_processed",
"transaction_id": "trx_aayhhfwbdyxwcaeyhhfwbd4xga",
"presentment_message_id": "msg_fa6psq242dcd6fdn5gifcq1491",
"merchant": {
"id": "(*)123456789",
"name": "My Merchant",
"city": "Paris",
"state": "",
"country_code": "FR",
"category_code": 5331,
"evidence": [
"file_6lbss42ezvoufcb2beo76rvwly"
]
},
"created_on": null,
"modified_on": null,
"chargeback": {
"submitted_on": "2019-09-10T10:11:12Z",
"reason": "4855",
"amount": {
"amount": 100,
"currency": "USD"
},
"evidence": [
{
"file_id": "file_6lbss42ezvoufcb2beo76rvwly",
"description": "Goods were not received."
}
],
"justification": "Goods not received"
},
"second_presentment": {
"received_on": null,
"evidence": [
{
"file_id": "file_6lbss42ezvoufcb2beo76rvwly",
"description": "Goods were not received."
}
]
},
"pre_arbitration": {
"submitted_on": "2019-09-10T10:11:12Z",
"evidence": [
{
"file_id": "file_6lbss42ezvoufcb2beo76rvwly",
"description": "Goods were not received."
}
],
"amount": {
"amount": 80,
"currency": "USD"
},
"justification": "Goods not received",
"merchant_responded_on": null,
"merchant_evidence": [
{
"file_id": "file_6lbss42ezvoufcb2beo76rvwly",
"description": "Goods were not received."
}
]
},
"arbitration": {
"submitted_on": "2019-09-10T10:11:12Z",
"amount": {
"amount": 100,
"currency": "USD"
},
"justification": "Goods not received",
"decided_on": "string"
},
"_links": {
"self": {
"href": "string",
"actions": [],
"types": []
},
"card": {
"href": "string",
"actions": [],
"types": []
},
"cardholder": {
"href": "string",
"actions": [],
"types": []
},
"transaction": {
"href": "string",
"actions": [],
"types": []
},
"submit": {
"href": "string",
"actions": [],
"types": []
},
"escalate": {
"href": "string",
"actions": [],
"types": []
}
}
}
```
The response returns the full details of the dispute.
If the `status` is `action_required`, the response also includes:
- `action_details.instructions` field – A description of the changes you need to make before the dispute can proceed. For example, update the reason code or provide evidence. To provide the updated details, [amend the dispute](#amend-a-dispute).
- `action_details.last_action_response` field – Specifies if the dispute was previously amended and an `action_response` was provided.
- `links.amend` object – The URI to correct and resubmit the dispute.
If you or the merchant have uploaded evidence, you can [download the files](#download-evidence-files) using the file ID from the `evidence` object in the relevant stage, prefixed with `file_`.
### Download evidence files
To download an evidence file that you or the merchant uploaded, you need the `file_id` from the `evidence` object in the relevant stage of the [Get an issuing dispute](#retrieve-dispute-details) response.
Call the [Get file information](https://api-reference.checkout.com/tag/Disputes/#operation/getFileInformation) endpoint, and provide the file ID as the `{file_id}` path parameter.
> **Information**
>
> Your base URL's `{prefix}` value is unique to your account and environment. To learn how to retrieve your base URLs for the sandbox and production environments, see [API endpoints](https://www.checkout.com/docs/developer-resources/api/api-endpoints.md).
**Production**
`GET` `https://{prefix}.api.checkout.com/files/{file_id}`
**Sandbox**
`GET` `https://{prefix}.api.sandbox.checkout.com/files/{file_id}`
#### Response example
```json
{
"id": "file_6lbss42ezvoufcb2beo76rvwly",
"filename": "receipt.png",
"purpose": "dispute_evidence",
"size": 1024,
"uploaded_on": "2016-05-17T16:48:52.000Z",
"_links": {
"self": {
"href": "https://{prefix}.api.sandbox.checkout.com/files/file_6lbss42ezvoufcb2beo76rvwly"
},
"download": {
"href": "https://checkout-file-upload.s3.eu-west-2.amazonaws.com/ucdac/ucdac/6lbss42ezvoufcb2beo76rvwly?X-Amz-Expires=3600&x-amz-security-token=FQoDYXdzENL%2F%2F%2F%2F%2F%2F%2F%2F%2FwEa"
}
}
}
```
The response returns the file details and a temporary `download` URL where you can download the file.
### Get dispute details using the Dashboard
1. Sign in to the [Dashboard](https://dashboard.checkout.com).
2. Go to _Issuing_ > _All transactions_.
3. Select the transaction you want to cancel the dispute for.
You can search for a transaction by date, status, or transaction ID.
4. On the _Transaction details_ page, select _View dispute_ to view the dispute's details and view or download provided evidence.
---
## Amend a dispute `Beta`
You can amend a dispute that has the `action_required` status. The status is set when either:
- Checkout.com reviewed your chargeback and requested changes to the dispute details before forwarding it to the card scheme.
- The card scheme returned the dispute for a fixable reason. We review the rejection and provide corrective instructions in the `action_details.instructions` field in the [Create an issuing dispute](https://api-reference.checkout.com/#tag/Issuing-disputes/paths/~1issuing~1disputes/post) or [Get an issuing dispute](https://api-reference.checkout.com/#operation/getDispute) responses.
Check the `action_details.instructions` field for the specific changes you need to make.
> **Note**
>
> You can only amend a dispute that has the `action_required` status.
### Amend a dispute using the API
To amend the dispute, call the [Amend an issuing dispute](https://api-reference.checkout.com/#operation/amendDispute) endpoint, and provide the following:
- `{disputeId}` path parameter – The dispute ID.
- `Cko-Idempotency-Key` header – Your idempotency key.
Depending on the changes requested, provide the following:
- `reason` field – Your updated four-digit scheme-specific reason code. If not provided, the existing reason code is retained.
- `amount` field – The updated chargeback amount. If not provided, the existing amount is retained.
- `evidence` array – Updated or additional evidence, according to the [card scheme's requirements](#Evidence_file_requirements), as requested by Checkout.
- `reason_change_justification` – If you're changing the reason at the escalation stage (when `status_reason` is set to `escalation_change_requested`), a justification for the reason change. We review this and may submit it to the card scheme.
- `action_response` field – A text field in which you can explain the changes you made, provide additional context, or ask questions about the requested changes.
If the dispute is fraud-related, also provide the `fraud_details` object with the following:
- `fraud_type` field – The type of fraud. This can be one of the following:
- `account_takeover`
- `card_not_present`
- `cardholder_manipulation`
- `counterfeit`
- `fraudulent_application`
- `incorrect_processing`
- `lost`
- `merchant_misrepresentation`
- `never_received`
- `other`
- `stolen`
- `description` field – The description of the fraud circumstances. This is only used for internal review of the fraud case by our Risk team and is not sent to the schemes in its raw form.
Optionally, you can provide the `action_response` field to explain your choices, provide additional context, or ask for clarification about the requested changes.
> **Information**
>
> Your base URL's `{prefix}` value is unique to your account and environment. To learn how to retrieve your base URLs for the sandbox and production environments, see [API endpoints](https://www.checkout.com/docs/developer-resources/api/api-endpoints.md).
**Production**
`POST` `https://{prefix}.api.checkout.com/issuing/disputes/{disputeId}/amend`
**Sandbox**
`POST` `https://{prefix}.api.sandbox.checkout.com/issuing/disputes/{disputeId}/amend`
#### Request example
```json
{
"reason": "4853",
"evidence": [
{
"name": "cardholder_signed_declaration.pdf",
"content": "JVBERi0xLjQKJeLjz9M...",
"description": "Signed cardholder declaration as requested by Checkout."
}
],
"action_response": "Updated reason to 4853 as requested. New evidence meets scheme requirements."
}
```
#### Response
If:
- Your corrections were accepted – You receive a `202` response code. The dispute continues processing.
- Your dispute is not in a state that accepts corrections, for example, not in the `action_required` status – You receive a `409` error response code.
- Your request is missing required information – You receive a `422` error response code.
### Amend a dispute using the Dashboard
1. Sign in to the [Dashboard](https://dashboard.checkout.com).
2. Go to _Issuing_ > _All transactions_.
3. Select the transaction you want to amend the dispute for.
You can search for a transaction by date, status, or transaction ID.
4. On the _Transaction details_ page, select _View dispute_ to view the dispute's details.
5. Select _Amend_.
6. In the form that appears, provide the updated details.
---
## Escalate to pre-arbitration
In most cases, you escalate a dispute to pre-arbitration if you reject the merchant's representment. In special cases, such as fraud, the card scheme can escalate the dispute directly to arbitration. The same API endpoint is used for both scenarios.
### Escalate to pre-arbitration using the API
If you reject the merchant's representment, escalate the dispute to pre-arbitration within 30 calendar days after the representment date or the CSBD of the second presentment. If you do not, you lose the dispute.
Call the [Escalate an issuing dispute](https://api-reference.checkout.com/tag/Issuing-disputes/#operation/escalateDispute) endpoint, and provide the following:
- `{disputeId}` path parameter – The dispute ID.
- `Cko-Idempotency-Key` header – Your idempotency key.
- `justification` field – Your justification for escalating to pre-arbitration.
If the dispute has a fraud-related reason code either at the time of escalation or after a requested reason code change to a fraud code, you must also provide the `fraud_details` object with the following:
- `fraud_type` field – The type of fraud. This can be one of the following:
- `account_takeover`
- `card_not_present`
- `cardholder_manipulation`
- `counterfeit`
- `fraudulent_application`
- `incorrect_processing`
- `lost`
- `merchant_misrepresentation`
- `never_received`
- `other`
- `stolen`
- `description` field – The description of the fraud circumstances. This is for internal use only and is not sent to the schemes in its raw form.
Optionally, you can update the following:
- `additional_evidence` – Provide additional evidence following the card scheme's requirements.
- `reason_change` – If the reason for pre-arbitration is different from the chargeback reason, provide the new `reason` and your `justification` for the change.
- `amount` – The disputed amount is in the representment currency because the acquirer may reject the chargeback in a different currency to the chargeback currency.
You can retrieve the amount in the representment currency in the Dispute Lifecycle Report, or by calling the Get an issuing dispute endpoint.
> **Note**
>
> - This is your last opportunity to submit evidence for the dispute. However, if the dispute proceeds to arbitration, any evidence you upload with this request is ignored.
>
> - You cannot cancel a pre-arbitration.
> **Information**
>
> Your base URL's `{prefix}` value is unique to your account and environment. To learn how to retrieve your base URLs for the sandbox and production environments, see [API endpoints](https://www.checkout.com/docs/developer-resources/api/api-endpoints.md).
**Production**
`POST` `https://{prefix}.api.checkout.com/issuing/disputes/{disputeId}/escalate`
**Sandbox**
`POST` `https://{prefix}.api.sandbox.checkout.com/issuing/disputes/{disputeId}/escalate`
#### Request example
```json
{
"additional_evidence": [
{
"name": "evidence.pdf",
"content": "string",
"description": "Goods were not received."
}
],
"amount": 80,
"justification": "Goods not received",
"reason_change": {
"reason": "4863",
"justification": "Goods not received"
}
}
```
If successful, Checkout.com sends the pre-arbitration to the card scheme for processing.
Check the `status` and `status_reason` using the API or the Dispute Lifecycle Report. See [Pre-arbitration statuses](https://www.checkout.com/docs/developer-resources/codes/issuing-dispute-codes.md#Pre-arbitration_statuses).
When the scheme processes the pre-arbitration, you receive an [Issuing pre-arbitration processed](https://www.checkout.com/docs/developer-resources/event-notifications/event-types/issuing_prearbitration_processed.md) webhook.
### Escalate to pre-arbitration using the Dashboard
If a dispute is eligible for pre-arbitration, you can escalate it directly from the transaction details view.
1. Sign in to the [Dashboard](https://dashboard.checkout.com).
2. Go to _Issuing_ > _All transactions_.
3. Select the transaction you want to amend the dispute for.
You can search for a transaction by date, status, or transaction ID.
4. On the _Transaction details_ page, select _Escalate dispute_ to view the dispute's details.
5. In the form that appears, provide the required escalation details.
---
## Escalate to arbitration
If the merchant rejects pre-arbitration, review their evidence. You can then choose to escalate to arbitration from the card scheme. The scheme's decision is final and the funds go to the winning party.
### Escalate to arbitration using the API
If the issuer filed a pre-arbitration case that was rejected by the acquirer, the issuer must escalate the dispute to an arbitration case within 15 calendar days of the rejected date specified within the Mastercom application.
If pre-arbitration is optional for the dispute case and is skipped, you must submit your arbitration case within 45 calendar days of the settlement date of the second presentment.
> **Note**
>
> - Arbitrations can take a long time to resolve. The cost of arbitration can range from 500–1,000 USD and is debited from the losing party. This may be greater than the disputed amount.
> - You cannot cancel an arbitration.
> - The card scheme ignores any `additional_evidence` you upload at this stage.
Call the [Escalate an issuing dispute](https://api-reference.checkout.com/tag/Issuing-disputes/#operation/escalateDispute) endpoint, and provide the following:
- `{disputeId}` path parameter – The dispute ID.
- `justification` field – Your justification for escalating to arbitration.
Optionally, you can update the disputed `amount`.
> **Information**
>
> Your base URL's `{prefix}` value is unique to your account and environment. To learn how to retrieve your base URLs for the sandbox and production environments, see [API endpoints](https://www.checkout.com/docs/developer-resources/api/api-endpoints.md).
**Production**
`POST` `https://{prefix}.api.checkout.com/issuing/disputes/{disputeId}/escalate`
**Sandbox**
`POST` `https://{prefix}.api.sandbox.checkout.com/issuing/disputes/{disputeId}/escalate`
#### Request example
```json
{
"amount": 100,
"justification": "Goods not received"
}
```
If successful, Checkout.com sends the arbitration to the card scheme for processing.
Check the `status` and `status_reason` using the API or the Dispute Lifecycle Report. See [Arbitration statuses](https://www.checkout.com/docs/developer-resources/codes/issuing-dispute-codes.md#Arbitration_statuses).
### Escalate to arbitration using the Dashboard
If a dispute is eligible for arbitration, you can escalate it directly from the transaction details view.
1. Sign in to the [Dashboard](https://dashboard.checkout.com).
2. Go to _Issuing_ > _All transactions_.
3. Select the transaction you want to amend the dispute for.
You can search for a transaction by date, status, or transaction ID.
4. On the _Transaction details_ page, select _Escalate dispute_ to view the dispute's details.
5. In the form that appears, provide the required escalation details.
---
## Closed disputes
If a dispute is closed with a final status of `won` or `lost`, you receive an [Issuing dispute closed](https://www.checkout.com/docs/developer-resources/event-notifications/event-types/issuing_dispute_closed.md) webhook.