Managing API 2.0 Disputes

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Availability

No new clients will be set up with Dispute API 2.0. Legacy clients will eventually be migrated to Dispute API 3.0.

This guide explains how to manage disputes after they have passed through the entire intake flow, as described in Creating an API 2.0 Dispute. The Submit Case endpoint must have been called for a case before you can manage it with the processes in this guide.

Manage Cases

Follow these steps to manage the cases.

Attach required documents

If you did not retrieve and submit the required PDF during the intake flow (Get Doc Requirements and Add Required Docs), you can call two other endpoints after the case has been submitted.

1. Call Get Requirements.
2. Galileo returns one of two options:
   • A message saying that no further documents are required.
   • A base64-encoded PDF (templateDocumentationStream) that the account holder must fill out and return. When the account holder has filled out the form, you call Add Document to send the completed form to Galileo.
     • Send only one document at a time with Add Document. If you need to send multiple documents at this stage, call Add Document once for each document to return.

View cases

To view all cases for a cardholder, call Get Case List with these parameters:

• daysToLookBack — Leave this blank to return all cases or input an integer to specify the number of days in the past to retrieve cases.
• Pass only one of the following:
  • accountNo — PRN, PAN, or CAD of the account
  • caseId — Retrieve a particular case
  • customerId — ID of the customer

If you did not pass caseId for Get Case List, call Get Case Status with the caseId. This endpoint returns:

• Case status
• Account holder name
• Customer contact date
• Account type
• Account number
• Number of required documents

Cancel a case

If the account holder wants to cancel a dispute, call Withdraw Case with its caseId. The account holder is required to provide a free-form reason for canceling the dispute.

Reopen a case

You can reopen a case when it has at least one transaction that has been resolved but denied. The account holder must provide new information to justify reopening the case. Call Get Case List to get the case ID, and then call Reopen Case with these required parameters:

• caseId — Identifier for the case to reopen.
• reopenReason — The account holder briefly describes the reason for reopening the case.
• newInformation — The account holder provides new information regarding the transaction(s), such as a description of a new event or circumstance.
• transactionList — Transaction(s) to be reopened. These transactions must be in the resolved-denied status.

Manage transactions

Follow these instructions to manage disputed transactions.

View the transactions in a case

To view all of the transactions that are included in an existing case, call Get Transactions List with the caseId. The endpoint returns:

• Transaction amount
• Disputed amount
• Description
• Post date
• Current stage of the investigation
• Last commit date

Add transactions to an existing case

After a case is submitted, the account holder can still add more transactions to the case. Call Get Transactions to retrieve a list of eligible transactions. Using the transactionId for each transaction to add, call Add Additional Transactions to add them to the specified case.

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Note

The Add Transactions endpoint should be used only during the original intake flow. After a case is submitted, you must use Add Additional Transactions to add transactions.

Manage correspondence

Correspondence refers to messages that are sent to the account holder during the dispute process. These messages are typically not displayed to the account holder using the Dispute API because they need to be sent through designated channels.

View all correspondence

To retrieve a list of messages that were sent to the account holder for a particular case, call Get Correspondence List with its caseId. The endpoint returns a list of messages with this metadata:

• linkReference — Identifier for the specific message
• Transmission channel—such as email—with the To and From addresses
• Transmission status
• Subject line
• Document title

View one message

To retrieve one of the messages, use the linkReference from the Get Correspondence List response to call Get Correspondence. The endpoint returns the message in HTML format.

Resend a message

To resend a failed message, use the linkReference from the Get Correspondence List response to call Resend Correspondence.

Manage notes

Notes are comments created during the course of the dispute process.

View all notes

To retrieve a list of notes that are associated with a particular case, call Get Notes List with the caseId. The endpoint returns a list of notes with this metadata:

• linkReference — Identifier for the specific note.
• User who created the note
• Create date
• Subject line

View one note

To view a particular note, use the linkReference from the Get Note LIst response to call Get Note. The endpoint returns the note. You can view the note but you cannot edit it.

Add a note

To add a note to the case, call Add Note with the caseId. The account holder inputs a free-form subject line and the body of the note.

Manage attachments

Follow these steps to manage documents that are attached to an existing case. Attachments are PDF versions of receipts, screenshots, email messages, web pages, or any other type of document that supports the account holder's case.

View all attachments

To view a list of all attachments that are included with a case, call Get Attachments List with the caseId. The endpoint returns a list of attachments with this metadata:

• linkReference — Identifier for the specific attachment
• File name
• Date the file was attached
• Category
• Name of user who attached the file

View one attachment

To retrieve one of the attachments, use the linkReference from the Get Attachment List response to call Get Attachment. The endpoint returns a documentStream of the base-64 encoded PDF.

Add attachments

To add an attachment to an existing case, first convert the document into a base-64 encoded string and then call Add Attachments to add it to the case. You can use this endpoint to attach multiple documents with one call.