Dispute resolution

When a transaction is disputed, Antom Dashboard provides the following dispute resolutions:

• Retrieval request
• Chargeback
• Rapid dispute resolution (RDR)
• Compliance request

Resolution mechanisms

The table below illustrates the handling mechanisms for different dispute resolutions:

Table 1. Mechanisms for dispute resolutions

Resolution processes

In payment operations, you may encounter different types of transaction inquiries and dispute handling processes. The following sections describe the basic workflows and considerations for four common resolution mechanisms: Retrieval request, Chargeback, Rapid dispute resolution (RDR), and Compliance request.

Retrieval request

Retrieval request is a formal process initiated when the payer (typically the cardholder) raises a question about a transaction. In this process, the payer’s issuing bank requests detailed transaction vouchers and supporting documents from your acquiring bank. Non-A+ wallet payment methods may be subject to the retrieval request process. A+ wallet payment methods include:

Payment methods except those listed above may be subject to the retrieval request process. For more information, please refer to Retrieval request.

The retrieval request handling process includes:

• Merchants receive asynchronous notifications of the retrieval request occurrence via the notifyDispute API
• Merchants supply defense documents via Antom Dashboard or the supplyDefenseDocument API
• If the dispute is not handled timely, merchants will receive reminder notifications via the notifyDispute API

Note: Retrieval requests do not incur any associated fees.

Chargeback

Chargeback is the formal stage of dispute that occurs after the payer raises an objection. When a payer disputes a transaction, they can initiate a chargeback through their issuing bank to reclaim the transaction funds from the merchant. At this point, you must submit defense materials as required to appeal. Chargebacks apply to most payment methods, including local cards, international cards, and some non-card payment methods (e.g., QRPH, BANCOMAT Pay, BLIK). For more information, please refer to Chargeback.

The chargeback handling process includes:

• Merchants receive asynchronous notifications of chargeback occurrence via the notifyDispute API
• Buyers cancel the chargeback, or merchants accept the chargeback via Antom Dashboard or the acceptDispute API
• Merchants supply defense documents via Antom Dashboard or the supplyDefenseDocument API
• Merchants receive judgement notification via the notifyDispute API
• If the dispute is not handled timely, merchants will receive reminder notifications via the notifyDispute API

Note: Chargebacks incur corresponding handling fees and deductions of the disputed amount; deducted amounts will be refunded upon a successful appeal.

Rapid dispute resolution (RDR)

Antom integrates with Visa subsidiary Verifi’s Rapid dispute resolution (RDR) mechanism, an automated fast-track arbitration process. When a cardholder initiates a transaction dispute, the issuing bank may initiate a chargeback. This mechanism effectively helps you avoid Visa regulatory risks and control chargeback rates. This resolution is only applicable to Visa card payment methods. For more information, please refer to Rapid dispute resolution (RDR).

The RDR handling process includes:

• Merchants receive asynchronous notifications of RDR processing results via the notifyDispute API

Note: RDR service requires paid activation via the Antom business team (Chargeback_Support@service.alipay.com).

Compliance request

Compliance request refers to a regulatory action in specific transaction scenarios where transaction vouchers and business records are systematically retrieved to meet legal, regulatory, and internal risk control requirements. This mechanism is unique to Indian payment methods and aims to verify transaction authenticity and legality, effectively preventing financial and data risks, being a critical measure for ensuring business compliance. This solution applies to Indian payment methods, including UPI, Online banking, and Indian cards. For more information, please refer to Compliance request.

The compliance request handling process includes:

• Merchants receive asynchronous notifications of compliance request occurrence via the notifyDispute API
• Merchants supply defense documents via Antom Dashboard or the supplyDefenseDocument API
• If the dispute is not handled timely, merchants will receive reminder notifications via the notifyDispute API

Note: Compliance requests do not incur any associated fees. However, if you fail to process them within the timeframe specified by the defenseDueTime parameter, your account will be frozen.

Integration scenario examples

This section involves the following integration scenarios:

• Event occurrence
• Buyers cancel chargeback
• Merchants accept chargeback
• Merchants supply defense documents
• Merchants receive judgement notification
• Merchants fail to handle timely

Note: If any of the above integration scenarios occur, Antom will send asynchronous notifications to you via the notifyDispute API and indicate the processing deadline in the defenseDueTime parameter of the request message. You must configure notification URLs in Antom Dashboard > Developer > Notification URL> alipay.ams.payments.disputeNotify, and respond according to the Antom asynchronous notification response format upon receiving notifications.

Event occurrence

Event notifications are sent per individual order and are not batched. After receiving an event notification, you must respond according to the Antom asynchronous notification response format, store necessary information such as disputeId, paymentId, and paymentRequestId, and process the dispute within the timeframe specified by the defenseDueTime parameter.

The correspondence between event scenarios and notification types is as follows:

Retrieval request occurrence

{
    "defendable": true,
    "defenseDueTime": "2025-12-19T02:15:45-08:00",
    "disputeAmount": {
        "currency": "JPY",
        "value": "14945"
    },
    "disputeId": "2025120929******8905794445",
    "disputeNotificationType": "DISPUTE_CREATED",
    "disputeReasonCode": "0004",
    "disputeReasonMsg": "Lost card, fraud investigation",
    "disputeSource": "JCB",
    "disputeTime": "2025-12-09T02:15:46-08:00",
    "disputeType": "RETRIEVAL_REQUEST",
    "paymentId": "20251208194******350234614075",
    "paymentRequestId": "101520251******7869020123"
}

Chargeback occurrence

{
    "defendable": true,
    "defenseDueTime": "2025-12-19T19:28:01-08:00",
    "disputeAmount": {
        "currency": "USD",
        "value": "32400"
    },
    "disputeId": "20251210*****505794512",
    "disputeNotificationType": "DISPUTE_CREATED",
    "disputeReasonCode": "4837",
    "disputeReasonMsg": "Fraud-No Cardholder Authorization",
    "disputeSource": "mastercard",
    "disputeTime": "2025-12-10T02:58:24-08:00",
    "disputeType": "CHARGEBACK",
    "paymentId": "2025112719*****90231904208",
    "paymentRequestId": "1764280818antom1041"
}

If you have already issued a full refund at the time of chargeback, the autoDefendReason will be FULLY_REFUNDED, and merchants are not required to supply defense documents.

{
  "disputeAmount": {
    "currency": "EUR",
    "value": "1000"
  },
  "disputeId": "202209212501310115730104****",
  "disputeNotificationType": "DISPUTE_CREATED",
  "defenseDueTime": "2023-09-20T23:41:32-07:00",
  "disputeTime": "2022-09-20T23:41:32-07:00",
  "disputeReasonCode": "4853",
  "disputeSource": "Mastercard",
  "paymentId": "202209231540108001001888XXXXXX****",
  "captureId": "202412121940108070001886702096****",
  "defendable": "false",
  "autoDefendReason": "FULLY_REFUNDED",
  "paymentRequestId": "requestId_12345****"
}

RDR notification

{
    "defendable": false,
    "disputeAmount": {
        "currency": "USD",
        "value": "10846"
    },
    "disputeId": "2025121******5815927",
    "disputeNotificationType": "RDR_RESOLVED",
    "disputeReasonCode": "10.4",
    "disputeReasonMsg": "Other Fraud – Card-Absent Environment",
    "disputeSource": "visa",
    "disputeTime": "2025-12-17T00:56:32-08:00",
    "disputeType": "CHARGEBACK",
    "paymentId": "2025121119401*****450234970481",
    "paymentRequestId": "F20251*****9qMj9_8"
}

Compliance request occurrence

{
    "defendable": true,
    "defenseDueTime": "2024-09-29T06:15:51-07:00",
    "disputeAmount": {
        "currency": "INR",
        "value": "1000"
    },
    "disputeId": "202501152901310165690084****",
    "disputeNotificationType": "DISPUTE_CREATED",
    "disputeReasonCode": "2001",
    "disputeReasonMsg": "India Regulatory: Invalid Invoice and Air Waybill",
    "disputeSource": "mastercard",
    "disputeTime": "2025-01-14T23:32:48-08:00",
    "disputeType": "COMPLIANCE_REQUEST",
    "paymentId": "2025011419401080010018865021023****",
    "paymentRequestId": "202501142****8iGSA"
}

Buyers cancel chargeback

This step only exists in chargeback scenarios. After a chargeback occurs, if the buyer chooses to cancel the chargeback, Antom will send an asynchronous notification to you via the notifyDispute API.

The corresponding request example is as follows:

{
  "disputeAmount": {
    "currency": "EUR",
    "value": "1000"
  },
  "disputeId": "202209212501310115730104****",
  "disputeNotificationType": "DISPUTE_CANCELLED",
  "disputeTime": "2022-09-20T23:41:32-07:00",
  "paymentId": "202209231540108001001888XXXXXX****",
  "paymentRequestId": "requestId_12345****"
}

After receiving the chargeback cancellation notification, you must respond according to the Antom asynchronous notification response format.

Merchants accept chargeback

This step only exists in chargeback scenarios. After a chargeback occurs, if you accept the chargeback, you can directly choose to accept a chargeback in the Antom Dashboard or call the acceptDispute API within the processing time specified by the defenseDueTime parameter, and pass the disputeId received in the event occurrence notification to the API call.

The corresponding request example is as follows:

{
  "disputeId": "202401012501310115730104****"
}

Note: If the same disputeId is used for repeated calls, Antom will return REPEAT_REQUEST. You can check the final acceptance result of the chargeback through the Antom Dashboard or contact Antom technical support team (Chargeback_Support@service.alipay.com) for manual confirmation.

After Antom processes the request, it responds with the corresponding processing result.

The corresponding response example is as follows:

{
  "result": {
    "resultCode": "SUCCESS",
    "resultStatus": "S",
    "resultMessage": "success"
  },
  "disputeId": "20240101****1637705928564",
  "disputeResolutionTime": "2024-01-01T18:25:00+00:00"
}

Merchants supply defense documents

This step exists in retrieval request, chargeback, and compliance request scenarios. After an event occurs, you must upload defense documents within the processing time specified by the defenseDueTime parameter.

(Optional) Step 1: Download dispute evidence template

You can directly download the template by defending a chargeback in the Antom Dashboard or integrate via API:

Download the corresponding dispute evidence template through the downloadDisputeEvidence API. Antom has pre-filled some relevant information in the template to facilitate your material supplementation and improve the success rate of the appeal.

The corresponding request example is as follows:

{
  "disputeId": "202401012501310115730104****",
  "disputeEvidenceType": "DISPUTE_EVIDENCE_TEMPLATE"
}

Antom will return the corresponding template information in the response. You need to decode the file based on the returned file format.

The corresponding response example is as follows:

{
  "result": {
    "resultStatus": "S",
    "resultCode": "SUCCESS",
    "resultMessage": "success."
  },
  "disputeEvidence": "Base64 Encoded File",
  "disputeEvidenceFormat": "WORD"
}

Step 2: Upload defense documents

You must upload defense documents in the Antom Dashboard within the processing time specified by the defenseDueTime parameter, or integrate via API:

Pass the disputeId received in the event occurrence notification and the corresponding defense documents through the supplyDefenseDocument API. Encode the defense document file, and it is recommended to use PDF format.

The corresponding request example is as follows:

{
  "disputeId": "202401012501310115730104****",
  "disputeEvidence": "Base64 Encoded File"
}

Antom will return the corresponding processing result in the response. The corresponding response example is as follows:

{
  "result": {
    "resultCode": "SUCCESS",
    "resultStatus": "S",
    "resultMessage": "success"
  },
  "disputeId": "2024010121013101637705928564",
  "disputeResolutionTime": "2024-01-01T18:25:00+00:00"
}

Step 3: Receive defense-supplied notification

After the documents are successfully uploaded, Antom will send an asynchronous notification to you via the notifyDispute API.

The corresponding request example is as follows:

{
  "disputeId": "202209212501310115730104****",
  "disputeNotificationType": "DEFENSE_SUPPLIED",
  "disputeTime": "2022-09-20T23:41:32-07:00",
  "paymentId": "202209231540108001001888XXXXXX****",
  "paymentRequestId": "requestId_12345****",
  "disputeType": "CHARGEBACK"//Type-specific enum values
}

After receiving the notification, you must respond according to the Antom asynchronous notification response format.

(Optional) Step 4: Download evidence file

You can download the previous evidence file through the downloadDisputeEvidence API. The corresponding request example is as follows:

{
  "disputeId": "202401012501310115730104****",
  "disputeEvidenceType": "DISPUTE_EVIDENCE_FILE"
}

At this point, you can obtain the previous dispute evidence from the disputeEvidence parameter in the response and decode them according to the corresponding format.

Merchants receive judgement notification

Antom will send you the final chargeback judgement result notification via the notifyDispute API. This step exists in chargeback and compliance request scenarios:

• The request example of chargeback judgement is as follows: Mainly consume disputeJudgedResult, with corresponding enum value of ACCEPT_BY_CUSTOMER or ACCEPT_BY_MERCHANT.

{
  "disputeId": "202209232501310182580105****",
  "disputeJudgedAmount": {
    "currency": "USD",
    "value": "185"
  },
  "disputeJudgedResult": "ACCEPT_BY_MERCHANT",
  "disputeJudgedTime": "2022-09-23T01:16:42-07:00",
  "disputeNotificationType": "DISPUTE_JUDGED",
  "disputeReasonMsg": "Late Presentment",
  "disputeReasonCode": "4853",
  "disputeSource": "Mastercard",
  "paymentId": "202209231540108001001888XXXXXX****",
  "paymentRequestId": "requestId_12345****"
}

• The request example of compliance request judgement is as follows: Mainly consume disputeJudgedResult, with corresponding enum value of VALIDATE_SUCCESS or VALIDATE_FAIL.

{
  "defendable": false,
  "disputeId": "202501202****024400854660",
  "disputeJudgedResult": "VALIDATE_SUCCESS",
  "disputeJudgedTime": "2025-01-20T02:41:18-08:00",
  "disputeNotificationType": "DISPUTE_JUDGED",
  "disputeReasonCode": "2001",
  "disputeReasonMsg": "India Regulatory: Invalid Invoice and Air Waybill",
  "disputeSource": "mastercard",
  "disputeType": "COMPLIANCE_REQUEST",
  "paymentId": "20250117194****0188020210305999",
  "paymentRequestId": "2025011****84826iGSA"
}

Merchants fail to handle timely

If you do not take any action after a chargeback occurs, Antom will send a warning notification via the notifyDispute API 24 hours before the processing time specified by the defenseDueTime parameter to remind you to handle the chargeback promptly.

The corresponding request example is as follows:

{
  "disputeAmount": {
    "currency": "EUR",
    "value": "1000"
  },
  "disputeId": "202401012501310115730104****",
  "disputeNotificationType": "DEFENSE_DUE_ALERT",
  "disputeTime": "2024-01-01T23:41:32-07:00",
  "defenseDueTime": "2024-01-03T23:41:32-07:00",
  "paymentId": "202401011540108001001888XXXXXX****",
  "paymentRequestId": "requestId_12345****"
}

After receiving the overdue warning notification, you must respond according to the Antom asynchronous notification response format and process the order promptly within the processing time specified by the defenseDueTime parameter. If the dispute is not processed timely, corresponding consequences will occur based on different transaction types:

• For retrieval request transactions, if you fail to upload documents within the processing time specified by the defenseDueTime parameter, it may escalate to a chargeback;
• For chargeback transactions, if you fail to handle the chargeback within the processing time specified by the defenseDueTime parameter, Antom will assume you have accepted the chargeback;
• For compliance request transactions, if you fail to handle the chargeback within the processing time specified by the defenseDueTime parameter, your merchant account will be frozen until you successfully provide accurate information or documents;
• For RDR transactions, the notification will not be sent as the case has already been closed through a fast-track process.