Dispute Handling ​

Submit representments quickly to keep transactions safe

Dispute basics and flow

1. Eligibility and time limits

• Filing window: typically 180 days, subject to scheme rules and reason codes.
• Supported countries/payment methods:
  • Cards: generally supported for disputes
  • Non-cards: most are dispute or fraud types

2. Process

Cardholder raises dispute → Checus notifies merchant → Merchant submits evidence → Checus submits to channel/issuer → Issuer decision → Checus notifies merchant of result

3. Time to result

Usually around 180 days, depending on channel, country, and payment method.

4. Querying dispute orders

• Merchant Portal: 'Dispute Management' → 'Dispute Query'
• API integration: contact Checus technical support to obtain dispute callback APIs

Evidence and submission rules

1. Common evidence checklist (refer to the dispute email for specifics)

• User information (name, UID, phone, email, IP, etc.)
• Order receipt (transaction content, quantity, amount, currency, username, etc.)
• Consumption records (historical transactions and current top-up/consumption details)
• Fulfillment records (if any, e.g., shipping/waybill)
• Communication records (if any)
• Other evidence that proves services were rendered or goods were delivered

Note: Evidence requirements may vary by reason code. Refer to the dispute email or the evidence template in the Merchant Portal.

2. Supplementary evidence

• Files cannot be modified after upload
• Within the response window, supplementary materials can be submitted via email reply
• Past the response deadline, submissions will not be accepted

3. Consequences of no response or late response

• Considered merchant acceptance of the dispute → merchant loses the case
• Frozen funds are deducted from the merchant and returned to the user

Dispute fees

• Chargeback fee: charged by the channel, frozen when the dispute occurs, non-refundable regardless of win or loss
• Who bears the fee: by default the merchant; the amount follows the contract and cannot be changed

Dispute withdrawal

1. Withdrawal process

Cardholder agrees to withdraw → Apply to issuer/wallet for withdrawal → Merchant informs Checus → Checus confirms with the channel → Frozen funds are released

2. Notes

• Notification timing depends on channel SLAs
• Fees are non-refundable
• Withdrawn cases count as merchant wins