Overview of the QRIS Dispute Process
QRIS (Quick Response Code Indonesian Standard) is the national QR payment standard in Indonesia that allows customers to make digital payments seamlessly using various banks and e-wallet apps through a single unified QR code.
While the payment experience is generally smooth, disputes can still arise — most commonly due to communication gaps or differing records between the customer’s bank or e-wallet provider (issuer), the switching network, and the merchant’s acquiring bank. These gaps may relate to transaction confirmation, settlement timing, or differing interpretations of transaction status.
When an end user raises a QRIS dispute, the process typically follows a standard scenario as shown below :
While Xendit facilitates the dispute handling process, the final decision is ultimately determined by the issuer or, where applicable, the Further Dispute Settlement and Compliance Committee.
Understanding Your Liability
If a QRIS dispute is declared lost, the corresponding deduction will be processed in bulk during the regular monthly reconciliation cycle, which typically takes place from mid to the end of the month. Your responsibilities and obligations in relation to chargebacks are governed by the applicable Terms & Conditions for Indonesia.
Dispute Reason Code and Defense Requirements
When handling a QRIS dispute, having clear and well-organized transaction records can help provide context during the review process. While supporting documentation does not guarantee a particular outcome, it helps ensure the case can be assessed more accurately by the relevant parties when fighting the dispute.
Arbitration / PPTL (Proses Penyelesaian Perselisihan Tingkat Lanjut)
After the first two steps of evidence verification from the issuer, there is a possibility that the issuer deems the evidence to still not be enough. If so, the issuer can then raise the dispute to a 2nd chargeback.
You will need to make the decision whether you want to challenge the 2nd chargeback or not. If you want to challenge, then we'll require you to collect and submit further evidence (Pre-Arbitration) at the latest 5 days from the second chargeback notification, and send it back to us (we will then pass it to the Issuer through our Switching Provider).
Eligible minimum transaction amount for PPTL / Arbitration is ≥ IDR 500,000 IDR per transaction. If you win, you'll win the dispute. However, if you lose, you'll have to pay for the arbitration fee IDR500,000 on top of the amount of lost dispute.
Further Dispute Settlement and Compliance Committee will be the deciding party of the final dispute status.
Note:
If you wish to challenge the 2nd chargeback for a transaction amount below IDR 500,000, this can only be pursued through the Good Faith process, which must be initiated within 120 days from the transaction date. Please note that this process is conducted on a good faith basis, and the final decision rests solely with the issuer. Should you decide to proceed, please submit the request to chargebacks@xendit.co, including the relevant transaction details and any supporting evidence available for our review.