Every dispute requires coordination between the cardholder, program partner, and issuer.

The program partner is responsible for conducting the initial assessment of the claim. If valid, the partner must collect supporting information and evidence from the cardholder.

For unauthorised transactions, the card must be blocked immediately. If confirmed as fraud, the card should be reissued.

A transaction must be cleared (settled) before a dispute can be raised.

Dispute Lifecycle

1. Program Partner Stage

• Presentment – Transaction is cleared.
• Prepare Case – Gather required documents and evidence.
• Create Case – Lodge a dispute on behalf of the cardholder.
• Submit to Issuer – Forward complete case and supporting documents.

2. Issuer & Network Stage

• Review & Decision – Issuer assesses eligibility under network rules.
• Submission to Network – Formal dispute filed against merchant.
• Representment – Acquirer/merchant may submit evidence to challenge the claim.
• Pre-Arbitration – Both parties review evidence and may accept or escalate.
• Arbitration (if required) – Network makes a final binding decision. Network fees apply at this stage.

3. Resolution

• The dispute is closed once a final decision is made.
• If won, funds are credited and settled accordingly.
• The program partner must allocate refunded funds to the cardholder and inform them of the outcome.

Incomplete documentation or ineligible cases may result in rejection.