Dispute Events

To receive relevant updates about created disputes, you can subscribe to the following events:

Event Name	Description
DisputeNotificationEvent	A new dispute is created.
RequestForInformationEvent	Triggered when additional information is required from the merchant.
InitialDecisionEvent	Notification of the initial outcome of a dispute.
FinalDecisionEvent	Notification of the final resolution of a dispute.
CancellationEvent	Triggered when a consumer cancels the dispute before the final decision is reached.

Example

A customer initiated a dispute, reporting that they did not receive the full order. We are creating a dispute ticket and communicating this to the merchant via the DisputeNotificationEvent.

Message-Flow

S1 Stage : New Dispute Created

DisputeNotificationEvent

{
    "Header": {
        "TransmittedTimestamp": "2024-05-02T11:37:54.7535534+02:00",
        "ClientId ": 12523, 
        "MessageName": "DisputeNotificationEvent",
        "Version": "1.0",
        "MessageId": "9e0a0000-569c-0050-45ab-08dc6a80f6f7",
        "ShopId":"RTY000002240",
        "CountryCode":"DE"
    },
    "Body": {
        "Dispute": {
            "Id": "a7f49435-4db5-46d2-b7f2-0a0484cd6c2f",
            "TicketNumber": "D-0123-0456",
            "InvoiceNumber": "1086481714638101605",
        },
        "StageId": "S1",
        "ReasonId": "R2",
        "Timestamp": "2024-05-02T11:36:54.7535534+02:00",
        "DisputeAmount": 10.0000
    }
}

Check Dispute Management for complete overview of the reason codes and dispute stages.

S2 Stage: Request for information

RequestForInformationEvent

{
    "Header": {
        "TransmittedTimestamp": "2024-05-02T11:38:54.7535534+02:00",
        "ClientId ": 12523, 
        "MessageName": "RequestForInformationEvent",
        "Version": "1.0",
        "MessageId": "9e0a0000-569c-0050-4cc7-08dc6a80f6f7",
        "ShopId":"RTY000002240",
        "CountryCode":"DE"
    },
    "Body": {
        "Dispute": {
            "Id": "a7f49435-4db5-46d2-b7f2-0a0484cd6c2f",
            "TicketNumber": "D-0123-0456",
            "InvoiceNumber": "1086481714638101605",
        },
        "StageId": "S2",
        "ReasonId": "R2",
        "Timestamp": "2024-05-02T11:37:54.7535534+02:00",
        "DisputeAmount": 10.0000
    }
}

S4: Initial Decision in favor of the customer

InitialDecisionEvent

{
    "Header": {
        "TransmittedTimestamp": "2024-05-02T11:39:54.7535534+02:00",
        "ClientId": 12523,
        "MessageName": "InitialDecisionEvent",
        "Version": "1.0",
        "MessageId": "b0a29705-cc8d-4ccc-bcbf-8b7125ff35b9",
        "ShopId":"RTY000002240",
        "CountryCode":"DE"
     },
    "Body": {
        "Dispute": {
            "Id": "a7f49435-4db5-46d2-b7f2-0a0484cd6c2f",
            "TicketNumber": "D-0123-0456",
            "InvoiceNumber": "1086481714638101605",
        },
        "StageId": "S4",
        "ReasonId": "R2",
        "Decision":"Consumer / Will not pay",
        "Timestamp": "2024-05-02T11:38:54.7535534+02:00",
        "DisputeAmount": 10.000
    }
}

S6 Stage: Final Decision

FinalDecisionEvent

{
    "Header": {
        "TransmittedTimestamp": "2024-05-02T11:40:54.7535534+02:00",
        "ClientId": 12523,
        "MessageName": "FinalDecisionEvent",
        "Version": "1.0",
        "MessageId": "992a5e6e-fef0-4b51-9f00-65e37ec409d1",
        "ShopId":"RTY000002240",
        "CountryCode":"DE"
    },
    "Body": {
        "Dispute": {
            "Id": "a7f49435-4db5-46d2-b7f2-0a0484cd6c2f",
            "TicketNumber": "D-0123-0456",
            "InvoiceNumber": "1086481714638101605",
        },
        "StageId": "S6",
        "ReasonId": "R2",
        "Decision":"Merchant/ To be paid by consumer",
        "Timestamp": "2024-05-02T11:39:54.7535534+02:00",
        "DisputeAmount": 10.000
    }
}

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