Refunds & Disputes
Initiate full or partial refunds from the merchant dashboard.
Refunds can be issued from the dashboard or via the API (POST /payment/refund).
Dashboard refund flow
- Open Transactions and locate the payment.
- Open the transaction details.
- Select Refund and enter the full or partial refund amount.
- Confirm the refund.
- Verify the updated refund status on the transaction.
Dashboard screenshot: Add a real screenshot showing the Refund action and refund confirmation screen.
Refunds require the original payment to be in a refundable state. See Process Refund for API details.
API alternative
Refunds can also be initiated through the API:
curl -X POST "https://fin-api.digetpay.com/v1/payment/refund" \
-H "x-api-key: YOUR_KEY" \
-H "Content-Type: application/json" \
-d '{"transactionId":"GATEWAY_UUID","amount":5.00}'PHP example: Hosted Checkout PHP Guide — Step 7.
Staging testing
On Fin staging, test refunds as part of the Fin Staging Guide:
- Create a payment →
SUCCESS - Submit a partial refund.
- Verify the refund response.
- Verify the updated
refundStatus. - Confirm the transaction and refund records in the Dashboard.
Disputes and chargebacks
A dispute occurs when a customer challenges a payment through their card issuer or payment provider. Disputes are different from merchant-initiated refunds and may require evidence from the merchant to support the transaction.
How to raise a dispute case
If you receive a customer dispute or chargeback notification:
- Open a support ticket from the DigetPay Dashboard or contact [email protected].
- Provide the transaction details so the case can be identified.
- Submit the requested evidence within the response deadline provided by DigetPay.
- DigetPay reviews and submits the evidence through the applicable payment/acquiring channel.
- Monitor the case status through the support ticket until a final decision is received.
Required dispute information
Include the following information when opening a dispute case:
| Information | Description |
|---|---|
| Transaction ID | DigetPay transaction identifier |
| Merchant Order ID | Your original order/reference ID |
| Transaction date | Date and time of the payment |
| Disputed amount | Amount being disputed |
| Customer/order details | Information that helps identify the order |
| Dispute reason | Reason or category provided by the customer/card issuer |
| Supporting evidence | Documents or records relevant to the transaction |
Depending on the dispute reason, supporting evidence may include:
- Order or invoice details
- Proof of delivery or service completion
- Customer communication
- Refund or cancellation records
- Transaction and payment confirmation
- Terms and conditions accepted by the customer
- Any other documentation requested by DigetPay or the applicable payment provider
Dispute evidence is time-sensitive. Always submit the requested information before the deadline communicated in the dispute case. Missing the deadline may result in the dispute being decided without the merchant's evidence.
Dispute SLA
| Stage | Target / Requirement |
|---|---|
| Case submission | Submit the dispute case with the required transaction details and evidence as soon as possible. |
| Merchant response | Respond within the deadline communicated in the dispute notification/ticket. |
| Evidence review | DigetPay reviews the submitted evidence and coordinates the case with the applicable payment provider. |
| Final outcome | The final decision is determined by the applicable issuer/acquirer/payment scheme process. |
Important: Dispute timelines can vary depending on the payment method, card scheme, acquirer, and reason for the dispute. The deadline stated in the individual dispute notification takes precedence over any general timeline documented here.
Refund vs. dispute
| Refund | Dispute / Chargeback |
|---|---|
| Initiated by the merchant | Initiated by the customer through the applicable payment channel |
| Can be full or partial | Amount and scope are determined by the dispute |
| Merchant voluntarily returns funds | Payment may be reversed through the dispute process |
| Usually handled through the Refund API or Dashboard | Requires a support case and may require supporting evidence |
Related
Updated about 1 month ago