Dispute Management

Dispute Management gives you a single place to track, manage, and respond to disputes on your transactions, directly from your dashboard.

Dispute vs. chargeback

Dispute: the claim and the process. It starts when a customer raises a concern about a transaction, whether with you, a payment provider, or their bank, regardless of payment method or how far it has escalated.

Chargeback: the term for the fund movement within a dispute, used at Xendit for both Cards and other payment channels.

Supported payment channels

Dispute Management is available for the following payment channels. Both are fully defendable, you can challenge any dispute raised by your shopper.

Other payment channels

Disputes on payment channels other than Cards and QRIS are not on the new Dispute Management dashboard yet, and continue to be handled by Xendit Ops over email: Ops notifies you by email when a dispute is raised, and you respond (accept, challenge, and submit evidence if challenging) via that same email thread. Ops then relays evidence to the payment partner and follows up on the outcome. If the dispute is lost, a chargeback_deduction transaction is booked and the disputed amount is deducted from your balance. Dashboard statuses such as Won and Lost do not apply here.

What is changing

During the transition period, disputes raised before your cutoff date will continue to be resolved via the existing email flow and will appear as chargeback_deduction in your transaction history. Net new disputes from your cutoff date onwards will appear as CHARGEBACK and CHARGEBACK_REVERSAL. You may see both transaction types in your balance and transaction history during this period.

Set up your dispute notification email

This applies if you manage disputes through the Dispute Management dashboard.

By default, dispute notifications are sent to your registered business email. This may not be the email your ops or finance team monitors for disputes, which means notifications could be missed.

To make sure the right people are alerted when a dispute is raised or updated:

1. Log in to your Xendit Dashboard
2. Go to Disputes
3. Select Dispute Settings in the top right corner
4. Add the email address(es) where dispute notifications should be sent

Do this before disputes go live on your account. A missed notification is a missed deadline.

Who can do what: user permissions

Not all dashboard users have the same access to Dispute Management. Make sure the right people have the right permissions before disputes go live. Users must have at least one of the permissions listed for each action.

Important: Users who can only view disputes cannot challenge or accept them. If your ops or finance team needs to respond to disputes, confirm they have the appropriate permissions before disputes go live. For more on user permissions, see Users & Permissions.

When you receive a dispute

When a dispute is raised on one of your transactions, it appears in the Disputes tab of your dashboard. A CHARGEBACK transaction is recorded and the disputed amount is deducted from your balance while the dispute is in progress.

Your three options

When a dispute needs a response, you have three options:

1. Accept
Return the disputed amount to your customer. This cannot be undone and the dispute is marked Lost. Use this if you do not intend to fight the dispute.

2. Challenge
Submit evidence to prove the transaction is valid. If you win, the amount (in full or in part, depending on payment channel and dispute outcome) is returned to your balance.

3. No action taken

Note: Deadlines are strict. If no action is taken before the response deadline, the dispute is automatically marked Lost, whether or not you intended to challenge. This cannot be reversed.

How to respond to a dispute

Same path for both Cards and QRIS disputes.

To Accept:

1. Go to Disputes in the sidebar
2. Click the dispute
3. On Dispute Details, click Action (top right)
4. Choose Accept
5. Confirm in the popup

To Challenge:

1. Go to Disputes in the sidebar
2. Click the dispute
3. On Dispute Details, click Action (top right)
4. Choose Challenge
5. Upload your evidence, following the guidance shown for your case
6. Click Submit Challenge
7. Confirm in the popup

The dispute moves to Under Review while your evidence is reviewed by the relevant party.

Note: Evidence is not saved until you submit. If you leave before completing step 7 of Challenge (confirming in the popup), your uploads are lost and you will need to start over. The deadline keeps running in the meantime.

Once evidence is submitted, it cannot be changed. Review carefully before submitting.

If the dispute is resolved in your favour, the amount (in full or in part) is returned to your balance via a CHARGEBACK_REVERSAL transaction, subject to a processing window that varies by payment channel. The Chargeback Fee still applies and is not refunded.

Dispute statuses

See How disputes affect your balance for how each status impacts your funds.

*Amounts may be partially adjusted depending on payment channel and dispute outcome.

How disputes affect your balance

Every dispute creates two potential transaction entries, visible under your Balance and Transactions tabs: