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Dispute API 3.0 Workflows

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The Creating an API 3.0 Dispute guide gives general instructions for creating a dispute claim. This page shows the endpoint workflows for specific combinations of ClaimReasonType and ClaimReason, which you submit with the /claim/intake/addClaimReasons endpoint (third endpoint in every sequence).

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Warning

You must call the endpoints in the order shown for each dispute type. Failure to follow the sequence will prevent you from completing the intake flow.

ClaimReasonTypeClaimReason
Fraud

"I did not authorize this transaction. I suspect fraud."
  • CardLost — "I lost my card."
  • CardStolen — "My card was stolen."
  • CardNotReceived — "I did not receive my card."
  • CardSecure — "I didn't make the purchase, but I still have my card."
    • NonFraud

    "I made this purchase, but there is a problem and I need to dispute it."
  • MerchantDuplicate — "I was charged more than once."
  • MerchantCreditNotIssued — Mastercard only. "I canceled or returned the merchandise or service and have not received the expected credit."
  • MerchantNotProvided — "I haven't received merchandise or a service I purchased."
  • MerchantRecurring — "I have an issue with a recurring transaction on my account."
  • MerchandiseServiceIssue — "I am dissatisfied with merchandise or a service I received."
  • ChargedCreditedIncorrect — "I was charged or credited incorrectly."

    • Fraud workflow

    When ClaimReasonType is Fraud, call these endpoints in this order.

    Initiate the claim and obtain the claim reason

    1. /claim/intake/create
    2. /claim/intake/retrieveReasons
    3. /claim/intake/addClaimReasons

    Select transactions

    1. /claim/intake/retrieveTransactions
    2. /claim/intake/addTransactions

    Get follow-up questionnaire answers

    1. /claim/intake/retrieveQuestionnaire
    2. /claim/intake/addQuestionnaire

    Attach a required document

    1. Optional. /claim/intake/retrieveDocRequirements
    2. Optional. /claim/intake/addDocuments

    Finalize the claim

    1. Optional. /claim/intake/retrieveSummary
    2. /claim/intake/submit

    Non-fraud workflows

    When ClaimReasonType is NonFraud, follow one of these sequences:

    Merchant duplicate

    Follow this sequence when ClaimReason is MerchantDuplicate.

    Initiate the claim and obtain the claim reason

    1. /claim/intake/create
    2. /claim/intake/retrieveReasons
    3. /claim/intake/addClaimReasons

    Select transactions

    1. /claim/intake/retrieveTransactions
    2. /claim/intake/addTransactions

    Get follow-up questionnaire answers

    1. /claim/intake/retrieveQuestionnaire
    2. /claim/intake/retrieveOtherAccounts
    3. /claim/intake/retrieveSimilarTransactions
    4. /claim/intake/addSimilarTransactions
    5. /claim/intake/addQuestionnaire

    Attach a required document

    1. Optional. /claim/intake/retrieveDocRequirements
    2. Optional. /claim/intake/addDocuments

    Finalize the claim

    1. Optional. /claim/intake/retrieveSummary
    2. /claim/intake/submit

    Merchant credit not issued

    Mastercard only

    Follow this sequence when ClaimReason is MerchantNotProvided, MerchantRecurring, MerchandiseServiceIssue or ChargedCreditedIncorrect.

    Initiate the claim and obtain the claim reason

    1. /claim/intake/create
    2. /claim/intake/retrieveReasons
    3. /claim/intake/addClaimReasons

    Select transactions

    1. /claim/intake/retrieveTransactions
    2. /claim/intake/addTransactions

    Get follow-up questionnaire answers

    1. /claim/intake/retrieveQuestionnaire
    2. Optional. /claim/intake/retrieveCreditTransactions
    3. Optional. /intake/addSimilarTransactions
    4. /claim/intake/addQuestionnaire

    Attach a required document

    1. Optional. /claim/intake/retrieveDocRequirements
    2. Optional. /claim/intake/addDocuments

    Finalize the claim

    1. Optional. /claim/intake/retrieveSummary
    2. /claim/intake/submit

    Other reasons

    Follow this sequence when ClaimReason is MerchantNotProvided, MerchantRecurring, or MerchandiseServiceIssue, ChargedCreditedIncorrect.

    Initiate the claim and obtain the claim reason

    1. /claim/intake/create
    2. /claim/intake/retrieveReasons
    3. /claim/intake/addClaimReasons

    Select transactions

    1. /claim/intake/retrieveTransactions
    2. /claim/intake/addTransactions

    Get follow-up questionnaire answers

    1. /claim/intake/retrieveQuestionnaire
    2. /claim/intake/addQuestionnaire

    Attach a required document

    1. Optional. /claim/intake/retrieveDocRequirements
    2. Optional. /claim/intake/addDocuments

    Finalize the claim

    1. Optional. /claim/intake/retrieveSummary
    2. /claim/intake/submit

    Updated 14 days ago

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