Skip to main content
You can accept a dispute, contest it with evidence, or contest it at the arbitration stage. Review the reason for the dispute and the evidence you have before you choose an action.

​
Scenario 1: Merchant accepts the dispute

Before you accept a dispute, confirm why the customer raised it. Check whether the claim is valid and whether you have enough evidence to contest it. If you do not have the evidence, accept the dispute. If you accept the dispute, Cashfree refunds the amount to the customer’s account. Accepting the dispute is sometimes the most appropriate option.

Scenario 1: Merchant accepts the dispute

​
Scenario 2: Merchant contests the dispute

After you understand why the customer raised the dispute, you can accept it or contest it. This scenario describes the contest flow. Review the following points before you contest a dispute:
  • Collect the complete set of documents before you upload them. See the documents required for dispute representation.
  • Upload only valid documents. The issuing bank reviews every file you submit.
  • Do not contest every dispute. Pre-arbitration and arbitration can attract a high penalty.
  • A dispute can take about 3 months to conclude.
  • If you do not respond, you lose the dispute and Cashfree refunds the customer.
  • Check the dispute status regularly in the Merchant Dashboard.

Scenario 2: Merchant contests the dispute

​
Scenario 3: Merchant contests an arbitration dispute

When a dispute reaches the ARBITRATION stage, you cannot submit new evidence with the Submit Evidence API. Use the Contest Arbitration API to contest the dispute.
Arbitration disputes can attract a high penalty. Evaluate the case before you contest.
Review the following points before you contest an arbitration dispute:
  • Do not upload documents. Cashfree forwards the pre-arbitration evidence you already submitted to the card network or NPCI (National Payments Corporation of India) for a final decision.
  • You can optionally include a note with the contest request.
  • After you submit the request, the dispute status changes to ARBITRATION_CONTEST_REQUESTED.