When there's an error or unauthorized activity related to a Token payment, you can choose to submit a dispute. Once a dispute is received, your partner will receive a dispute notifications and they will have to respond within the terms as agreed by the both of you.
Both Receivable and Payable Tokens have the same Dispute process.
Here is how you can initiate a dispute
1. Open the Token details
If you are receiving the payment, click Sales and then Token
If you are making the payment, click Purchases and then Token
2. Scroll down and look for Dispute. Click + Dispute to create a dispute case.
3. Fill in the form on the issue to be disputed about and click Open
- In this form, you can select all 3 dispute categories if you wish to.
- Adding a message is not mandatory in this process.
Once a dispute has been successfully opened, both parties will receive a notification email, as pictured below:
On your token management page, you will also see tokens with disputes will be labelled as Dispute