Every business can expect to receive a dispute (chargeback or fraud claim) at one point or another, so at Paystack, we made the entire resolution process simple and automated.
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 are directed 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) where 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 send a notification to all the email addresses provided. Dispute matters are time sensitive so it is important that the email address(es) you provide is one that 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 go resolve the disputes awaiting your feedback.
Also, there is a disputes section 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 merchants like you resolve their disputes. You can find information on how to resolve disputes from your Dashboard here.
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 automatically resolve disputes logged against their transactions.
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.
Learn more about Webhooks here.
Managing disputes is an important part of running online businesses. This is why Paystack provides these tools to help you effectively manage disputes and avoid losses.