Disputes & reversals

A dispute occurs when a customer contests an already collected payment. The handling differs by method: chargeback for cards, reversal for Mobile Money.

Chargebacks (cards)

The cardholder disputes the transaction with their bank. Funds are provisionally deducted from the balance held by our licensed partner pending investigation. You have a window to provide evidence.

Reversals (Mobile Money)

The operator cancels a transaction (fraud, error). If the reversal succeeds after settlement, the amount is debited from the balance held by our licensed partner and a webhook notifies you.

Being notified

Subscribe to dispute events to react in time — the response window is short.

{
  "id": "evt.9Dx2Pq",
  "type": "dispute.created",
  "created_at": "2026-05-24T12:00:00.000Z",
  "data": {
    "reference": "trx_01JXXXXXXXXXXXXX",
    "dispute": "dsp_01JXXXXXXXXXXXXX",
    "amount": 25000,
    "currency": "XAF",
    "reason": "fraudulent",
    "status": "open",
    "due_by": "2026-05-31T23:59:59.000Z"
  }
}

{
  "id": "evt.1Wn8Zq",
  "type": "dispute.closed",
  "data": {
    "reference": "trx.PVrU8x2kQ1",
    "dispute": "dsp.5Kt2",
    "status": "won"
  }
}

Submit evidence

Respond from the Dashboard → Disputes or via the API by attaching your materials (proof of delivery, communication logs, records). The more precise the evidence, the higher your chances of winning.

Also available: POST /disputes/{id}/accept (concede without submitting evidence), POST /disputes/{id}/close, and POST /disputes/{id}/messages (send-message) for back-and-forth correspondence on the dispute.