Manage
Chargebacks and Disputes
A dispute arises when a customer disagrees with a transaction and raises it with either their bank or Cashfree Payments. Customers may also report fraudulent transactions to cybercells, and banks often initiate disputes over suspicious transactions directly. We will notify you over email whenever a new dispute is created, changes state or there is a new update from Cashfree.
Get real time notification for a dispute raised by a customer by configuring your email on the dashboard
Payment Gateway Dashboard > Settings > Email Notifications > Dispute Emails
Chargeback Types
State | Description | Response Time | Resolution Time |
---|---|---|---|
Dispute | Initial complaints from customers or fraud alerts from banks/authorities | 3 days (1 day for fraud cases) | • Customer complaints: 5-7 business days • Fraud cases: Up to several months • Wallet/Netbanking: ~30 days |
Retrieval | Preliminary query raised by customer with their bank | 3 days | • If contested: 30-45 days waiting period • If accepted: ~10 days |
Chargeback | Customer formally disputes transaction after retrieval | 3 days | • Cards: 30-45 days • UPI: 15-20 days |
Pre-arbitration | Second level dispute if customer disagrees with evidence | 2 days | • Cards: 30-45 days • UPI: 15-20 days |
Arbitration | Final stage where card networks/NPCI makes decision | 1 day | ~15 days for final verdict |
- Your customer can raise a pre-arbitration or an arbitration even for a dispute that is Closed (Merchant Won).
- Response Time: Maximum days allowed to respond to the dispute
- Resolution Time: Typical time taken to reach a final decision
- Arbitration involves additional fees for the losing party
- Timelines may vary based on payment method and case complexity
Chargeback Process States
Manage Chargebacks
Learn in detail about the various scenarios involved in disputes.
Webhooks
You can subscribe to the following asynchronous webhook events for disputes. Read more here.
DISPUTE_CREATED
DISPUTE_UPDATED
DISPUTE_CLOSED
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