How Paystack helps you manage transaction disputes

Every business can expect to receive a dispute (chargeback or fraud claim) at one point or another, so we simplified and automated the process for your Paystack business.

There are three different channels through which we notify you about transaction disputes. They are email, Paystack Dashboard and webhooks. We explain how we use each of these notification channels below.

As soon as a dispute is raised for a transaction, Paystack sends an email notification to you. In this email, we share the details of the disputed transaction, and you have a redirect link to go and resolve the dispute from your Dashboard. We send one reminder email every four hours until the dispute is resolved.

During sign-up, Paystack requires you to provide an email address(es) to which we will send all dispute-related communication. You can provide as many email addresses as you deem fit, and whenever a dispute is filed against your business, we will notify all the email addresses provided. Dispute matters are time-sensitive, so it is important that the email address(es) you provide is closely monitored and doesn’t get a lot of inbounds. Please take a moment to review the email address set as your disputes email.

The Paystack Dashboard is another place where we notify you about disputes. Whenever you have unresolved disputes, a red banner is shown at the top of your Paystack Dashboard, prompting you to resolve the dispute(s) awaiting your feedback.

There is a Disputes page on your Paystack Dashboard where all the disputes your business has received are listed. All unresolved disputes appear at the top of the list.

The Dashboard is where most businesses resolve their disputes. You can find information on how to resolve chargebacks and fraud claims from your Dashboard.

Another channel through which Paystack notifies you about disputes is through webhooks. This notification channel is specifically for people who use the Dispute Resolution API to resolve disputes logged against their transactions automatically.

As soon as a dispute is logged for your transaction, Paystack sends a 'charge.dispute.create' event. We also send a 'charge.dispute.remind' event every 4 hours for disputes until they are resolved. The 'charge.dispute.resolve' event is sent once the dispute is resolved. You can learn more about webhooks here.

Please feel free to reach out to us via email at support@paystack.com or via our contact form if you have any questions.