Disputes
A dispute happens when a cardholder or their bank questions a payment. Card networks move through several stages — from a simple request for information, to a formal chargeback, and, if escalated, to arbitration. SecurePayAPI tracks every stage and keeps you informed as it changes.
How you're notified
Every stage of a dispute reaches your server as a status change on the original transaction, delivered to your webhook. Listen for the dispute statuses to react in your own systems — no polling required.
The dispute lifecycle
| Stage | Statuses | What it means |
|---|---|---|
| Information request | INFORMATIONREQUESTED, INFORMATIONRESPONDED, INFORMATIONEXPIRED | The issuer asks for details about the payment before raising a formal dispute. |
| Chargeback | CHARGEBACKOPEN, CHARGEBACKREVERSED, CHARGEBACKWON, CHARGEBACKLOST | A formal chargeback is opened and the amount is debited pending the outcome. |
| Pre-arbitration | PREARBITRATIONOPEN, PREARBITRATIONWON, PREARBITRATIONLOST | The issuer challenges the result again before arbitration. |
| Scheme arbitration | SCHEMEARBITRATIONOPEN, SCHEMEARBITRATIONWON, SCHEMEARBITRATIONLOST | The card scheme makes the final decision. |
When a stage resolves in your favor the status ends in WON (or REVERSED); against you, it ends in LOST. The full status reference lives on the Webhooks page.
Responding to a dispute
Coming soon: responding to disputes straight from your dashboard. You'll be able to either accept a dispute — conceding the amount — or defend it by attaching supporting documents and a written explanation, without ever logging in to the underlying processor. The outcome is reported back through your webhook.
Respond well before the deadline shown for the dispute. If an information request expires (INFORMATIONEXPIRED) or a chargeback isn't defended in time, it is resolved automatically — usually against you.
Preventing disputes
- Use a clear, recognizable statement descriptor so customers recognize the charge.
- Keep receipts, shipping confirmations, and delivery proof.
- Let 3-D Secure authenticate risky payments — it can shift liability for fraud-related chargebacks.