POST
/
disputes
Dispute a transaction
curl --request POST \
  --url https://api.synctera.com/v1/disputes \
  --header 'Authorization: Bearer <token>' \
  --header 'Content-Type: application/json' \
  --data '{
  "external_reference_id": "<string>",
  "reason_code": "ACCOUNT_NUMBER_NOT_ON_FILE",
  "date_customer_reported": "2010-05-06T12:23:34.321Z",
  "disputed_amount": 2,
  "memo": "<string>",
  "payment_rail": "ACH",
  "transaction_id": "7d943c51-e4ff-4e57-9558-08cab6b963c7"
}'
{
  "action_history": [
    {
      "action": "ARBITRATION",
      "creation_time": "2010-05-06T12:23:34.321Z",
      "external_reference_id": "<string>",
      "id": "7d943c51-e4ff-4e57-9558-08cab6b963c7",
      "memo": "<string>",
      "message": "<string>",
      "payment_rail": "ACH",
      "reason_code": "ATM_CASH_DISPUTE",
      "representment_reason_code": "ACCOUNT_NOT_LISTED_ON_EWB",
      "status": "ACCEPTED",
      "supporting_doc_id": "7d943c51-e4ff-4e57-9558-08cab6b963c7",
      "tenant": "abcdef_ghijkl",
      "updated_reason_code_memo": "<string>",
      "violation_code": "ACQ_STMT_REQUEST",
      "violation_date": "2023-11-07T05:31:56Z"
    }
  ],
  "available_actions": [
    {
      "action": "ARBITRATION",
      "state": "ACCEPT",
      "timestamp_valid_to": "2010-05-06T12:23:34.321Z"
    }
  ],
  "credit_status": "FINAL",
  "lifecycle_state": "ARBITRATION",
  "managed_by": "CUSTOMER",
  "network_eligibility": {
    "is_digital_wallet_token": true,
    "is_network_eligibility_overridden": true,
    "is_three_ds": true
  },
  "reason_code": "ATM_CASH_DISPUTE",
  "account_id": "ca4450a5-5d4c-4afc-9533-729e2948c477",
  "applicable_regulation": "REGULATION_E",
  "creation_time": "2010-05-06T12:23:34.321Z",
  "currency": "USD",
  "customer_id": "52593ea7-4d66-40df-80e9-3b9bc54fa880",
  "date_customer_reported": "2010-05-06T12:23:34.321Z",
  "decision": "LOST",
  "dispute_documents": [
    {
      "creation_time": "2010-05-06T12:23:34.321Z",
      "dispute_id": "7d943c51-e4ff-4e57-9558-08cab6b963c7",
      "file_name": "example.pdf",
      "id": "3c90c3cc-0d44-4b50-8888-8dd25736052a",
      "tenant": "abcdef_ghijkl"
    }
  ],
  "disputed_amount": 2,
  "external_reference_id": "<string>",
  "id": "7d943c51-e4ff-4e57-9558-08cab6b963c7",
  "last_action_by": "INITIATOR",
  "last_updated_time": "2010-05-06T12:23:34.321Z",
  "memo": "<string>",
  "network": "ACH",
  "payment_rail": "ACH",
  "status": "CLOSED",
  "tenant": "abcdef_ghijkl",
  "timestamp_final_decision": "2023-11-07T05:31:56Z",
  "timestamp_investigation_due": "2023-11-07T05:31:56Z",
  "timestamp_provisional_credit_due": "2023-11-07T05:31:56Z",
  "transaction_id": "7d943c51-e4ff-4e57-9558-08cab6b963c7"
}

Authorizations

​
Authorization
string
header
required

Bearer authentication header of the form Bearer <token>, where <token> is your auth token.

Headers

​
Idempotency-Key
string

An idempotency key is an arbitrary unique value generated by client to detect subsequent retries of the same request. It is recommended that a UUID or a similar random identifier be used as an idempotency key. A different key must be used for each request, unless it is a retry.

Example:

"7d943c51-e4ff-4e57-9558-08cab6b963c7"

Body

application/json

Details of the disputed transaction.

​
external_reference_id
string
required

Reference ID associated with the dispute on the external network.

​
reason_code
enum<string>
required

Mastercard

Reason CodeDescription
WARNING_BULLETINTransaction was processed using a card listed in a Mastercard warning bulletin file
AUTHORIZATION_RELATED_CHARGEBACKTransaction was processed without obtaining proper authorization
ACCOUNT_NUMBER_NOT_ON_FILEAccount number used in transaction not regonized by cardholder’s bank
TRANSACTION_AMOUNT_DIFFERSFinal transaction amount charged differs from expected or agreed upon amount
POINT_OF_INTERACTION_ERRORProcessing errors such as ATM withdrawal discrepancies, duplicate transactions, late presentments, and amount discrepancies
NO_CARDHOLDER_AUTHORIZATIONFraudulent transaction made without the cardholder’s consent
CANCELED_RECURRING_TRANSACTIONCardholder billed for a recurring service afer cancellation or digital goods not authorized or received
LATE_PRESENTMENTMerchant submitted transaction for processing too late after original transaction date
CORRECT_CURRENCY_CODE_NOT_PROVIDEDCurrency conversion not properly presented or agreed upon
QUESTIONABLE_MERCHANT_ACTIVITYMerchant suspected of being involved in fraudulent activities or violating Mastercard rules
CARDHOLDER_DISPUTEClaims for goods and services not received, counterfeit products, recurring transactions, incomplete transactions, hotel no-show charges, and more
CARDHOLDER_DISPUTE_NOT_ELSEWHERE_CLASSIFIEDCardholder dissatisfied with transaction and has been unable to resolve it direclty with merchant (US region only)
GOODS_OR_SERVICES_NOT_PROVIDEDCardholder claims purchased goods or services were not delivered, delivered late, only partially delivered, or merchant failed to provide the agreed-upon service
NO_SHOW_ADDENDUM_ATM_DISPUTECardholder charged a penalty for failing to cancel a reservation (e.g. hotel booking), charged an addendum or modification to a service, or did not receive the correct amount of cash from an ATM
CREDIT_NOT_PROCESSEDExpected credit or refund not received
POTENTIAL_FRAUDCardholder does not recognize the transaction and suspects it might be fraudulent
CHIP_LIABILITY_SHIFTCounterfeit card used at a non-EMV-compliant terminal, and merchant is held liable for the fraudulent transaction
CHIP_PIN_LIABILITY_SHIFTLost or stolen chip card used without PIN verification at a terminal that supports PIN, resulting in merchant liability for the fraudulent transaction
DOMESTIC_CHARGEBACK_DISPUTECatch-all for transaction disputes within the Europe region

Visa

Reason CodeDescription
EMV_LIABILITY_SHIFT_COUNTERFEIT_FRAUDTransaction was processed with a counterfeit EMV card at a non-EMV-compliant terminal and the cardholder claims it was unauthorized
EMV_LIABILITY_SHIFT_NON_COUNTERFEIT_FRAUDCardholder claims their lost or stolen card was used for an unauthorized transaction at a non-EMV-compliant terminal
FRAUD_CARD_PRESENTCardholder disputes a card-present transaction as fraudulent, but does not involve a counterfeit or lost/stolen card
FRAUD_CARD_ABSENTCardholder disputes a card-not-present (e.g., online or phone) transaction as unauthorized or fraudulent
VISA_FRAUD_MONITORING_PROGRAMTransaction flagged as part of the Visa Fraud Monitoring Program due to excessive fraud activity
CARD_RECOVERY_BULLETINTransaction processed despite the card being listed in the Card Recovery Bulletin (a list of compromised cards)
DECLINED_AUTHORIZATIONTransaction processed after receiving a declined authorization response from the issuer
NO_AUTHORIZATIONTransaction processed without obtaining proper authorization from the issuer
LATE_PRESENTMENTMerchant submitted transaction for processing too late after original transaciton date
INCORRECT_TRANSACTION_CODETransaction processed with the wrong transaction code (e.g., refund processed as a sale)
INCORRECT_CURRENCYTransaction processed in the incorrect currency
INCORRECT_ACCOUNT_NUMBERTransaction processed using an incorrect or invalid account number
INCORRECT_AMOUNTTransaction processed for an incorrect amount
DUPLICATE_PROCESSINGTransaction processed more than once
PAID_BY_OTHER_MEANSCardholder paid for the same transaction by other means (e.g., cash, check)
INVALID_DATATransaction contained invalid or incomplete data required for processing
SERVICES_NOT_RECEIVEDCardholder claims the merchandise or services were not received as agreed
CANCELED_RECURRING_TRANSACTIONCardholder charged for a recurring transaction after canceling the service or subscription
NOT_AS_DESCRIBEDMerchandise or services received were not as described or were defective
COUNTERFEIT_MERCHANDISECardholder claims merchandise received was counterfeit
MISREPRESENTATIONCardholder claims merchant misrepresented the terms or details of the transaction
CREDIT_NOT_PROCESSEDExpected credit or refund not received
CANCELED_SERVICECardholder charged for merchandise or services that were canceled
OCT_NOT_ACCEPTEDOriginal credit transaction not accepted or processed by the cardholder’s bank
NON_RECEIPT_OF_CASHCardholder did not receive cash or the value from a load transaction at an ATM or similar device
Available options:
ACCOUNT_NUMBER_NOT_ON_FILE,
AUTHORIZATION_RELATED_CHARGEBACK,
CANCELED_RECURRING_TRANSACTION,
CANCELED_SERVICE,
CARDHOLDER_DISPUTE,
CARDHOLDER_DISPUTE_NOT_ELSEWHERE_CLASSIFIED,
CARD_RECOVERY_BULLETIN,
CHIP_LIABILITY_SHIFT,
CHIP_PIN_LIABILITY_SHIFT,
CORRECT_CURRENCY_CODE_NOT_PROVIDED,
COUNTERFEIT_MERCHANDISE,
CREDIT_NOT_PROCESSED,
DECLINED_AUTHORIZATION,
DOMESTIC_CHARGEBACK_DISPUTE,
DUPLICATE_PROCESSING,
EMV_LIABILITY_SHIFT_COUNTERFEIT_FRAUD,
EMV_LIABILITY_SHIFT_NON_COUNTERFEIT_FRAUD,
FRAUD_CARD_ABSENT,
FRAUD_CARD_PRESENT,
GOODS_OR_SERVICES_NOT_PROVIDED,
INCORRECT_ACCOUNT_NUMBER,
INCORRECT_AMOUNT,
INCORRECT_CURRENCY,
INCORRECT_TRANSACTION_CODE,
INVALID_DATA,
LATE_PRESENTMENT,
MISREPRESENTATION,
NON_RECEIPT_OF_CASH,
NOT_AS_DESCRIBED,
NO_AUTHORIZATION,
NO_CARDHOLDER_AUTHORIZATION,
NO_SHOW_ADDENDUM_ATM_DISPUTE,
OCT_NOT_ACCEPTED,
PAID_BY_OTHER_MEANS,
POINT_OF_INTERACTION_ERROR,
POTENTIAL_FRAUD,
QUESTIONABLE_MERCHANT_ACTIVITY,
SERVICES_NOT_RECEIVED,
TRANSACTION_AMOUNT_DIFFERS,
VISA_FRAUD_MONITORING_PROGRAM,
WARNING_BULLETIN
​
date_customer_reported
string<date-time>
required

The timestamp representing when the customer reported the dispute.

Example:

"2010-05-06T12:23:34.321Z"

​
disputed_amount
integer
required

The amount to be disputed in cents. Disputes cannot exceed the full amount of the posted transaction.

Required range: x >= 1
​
memo
string
required

Brief written message describing the reason for disputing the transaction.

Maximum length: 1000
​
payment_rail
enum<string>
required

A short string representing the payment rail of the dispute.

Available options:
ACH,
CARD,
EXTERNAL_CARD
​
transaction_id
string<uuid>
required

The ID of the posted transaction to be disputed.

Example:

"7d943c51-e4ff-4e57-9558-08cab6b963c7"

Response

Dispute created

​
action_history
object[]
required

History of all the action filed for the dispute.

​
available_actions
object[]
required

List of actions that can be taken on the dispute.

​
credit_status
enum<string>
required

The status of customer account credit related to the dispute

StatusDescription
NONEThe customer account has not been credited or a provisional credit has been reversed and not replaced.
PROVISIONALA provisional credit has been posted to the customer account.
FINALA final credit has been posted to the customer account.
Available options:
FINAL,
NONE,
PROVISIONAL
​
lifecycle_state
enum<string>
required
LifecycleDescription
DENIEDThe dispute has been denied.
PENDING_ACTIONA dispute has been created and is pending subsequent action.
WRITE_OFFThe dispute has been written off and will not be filed with the card network.
CHARGEBACKA chargeback has been created with the card network. The acquiring bank now has the opportunity to file for re-presentment. If no re-presentment is filed the acquirer assumes financial responsibility and the case is won.
NETWORK_REJECTED_CHARGEBACKThe chargeback submission has been rejected by the card network. The chargeback can be optionally resubmitted once the rejection reason has been addressed.
NETWORK_REJECTED_CHARGEBACK_REVERSALThe chargeback reversal has been rejected by the card network.
REPRESENTMENTThe acquiring bank has created a re-presentment with the card network. The issuing bank now has the opportunity to file for pre-arbitration. If no pre-arbitration is filed the issuer assumes financial responsibility and the case is lost.
PRE_ARBITRATIONA pre-arbitration case has been created with the network. The acquiring bank now has the opportunity to rebut the case with subsequent evidence. If no rebuttal is filed the acquirer assumes financial responsibility and the case is won.
PRE_ARBITRATION_RESPONSEThe acquiring bank has rebutted the pre-arbitration case. The issuing bank now has the opportunity to file for arbitration. If no arbitration case is filed the issuer assumes financial responsibility and the case is lost.
ARBITRATIONAn arbitration case has been created with the card network. The acquiring bank now has the opportunity to rebut the arbitration case with subsequent evidence.
ARBITRATION_RESPONSEThe acquiring bank has rebutted the arbitration case. The issuing bank can either withdraw the case or do nothing and the card network will make a decision on who assumes the financial responsibility.
PRE_COMPLIANCEA pre-compliance case has been created by either the issuer or acquirer.
PRE_COMPLIANCE_RESPONSEThe opposing party has rebutted the pre-compliance case with further evidence.
COMPLIANCEThe initiating party has escalated the pre-compliance case to compliance.
COMPLIANCE_RESPONSEThe opposing party has rebutted the compliance case with further evidence.
Available options:
ARBITRATION,
ARBITRATION_RESPONSE,
CHARGEBACK,
COMPLIANCE,
COMPLIANCE_RESPONSE,
DENIED,
NETWORK_REJECTED_CHARGEBACK,
NETWORK_REJECTED_CHARGEBACK_REVERSAL,
PENDING_ACTION,
PRE_ARBITRATION,
PRE_ARBITRATION_RESPONSE,
PRE_COMPLIANCE,
PRE_COMPLIANCE_RESPONSE,
REPRESENTMENT,
WRITE_OFF
​
managed_by
enum<string>
required
Managed ByDescription
CUSTOMERThe dispute is managed by the customer.
GROUND_CONTROLThe dispute is managed by Synctera Ground Control.
Available options:
CUSTOMER,
GROUND_CONTROL
​
network_eligibility
object
required

Network eligibility restrictions.

​
reason_code
enum<string>
required
Reason CodeStatusCategoryDescription
NO_CARDHOLDER_AUTHORIZATIONActiveFraudA fraudulent transaction was made without the cardholder's consent.
QUESTIONABLE_MERCHANT_ACTIVITYActiveFraudThe merchant is suspected of being involved in fraudulent activities or violating Mastercard rules.
CHIP_LIABILITY_SHIFTActiveFraudA counterfeit card was used at a non-EMV-compliant terminal, and the merchant is held liable for the fraudulent transaction.
CHIP_PIN_LIABILITY_SHIFTActiveFraudA lost or stolen chip card was used without PIN verification at a terminal that supports PIN, resulting in merchant liability for the fraudulent transaction.
AUTHORIZATION_RELATED_CHARGEBACKActiveAuthorizationA transaction was processed without obtaining proper authorization.
POINT_OF_INTERACTION_ERRORActivePoint-of-Interaction ErrorProcessing errors such as ATM withdrawal discrepancies, duplicate transactions, late presentments, and amount discrepancies.
CARD_HOLDER_DISPUTEActiveCardholder DisputeClaims for goods and services not received, counterfeit products, recurring transactions, incomplete transactions, hotel no-show charges, and more.
ATM_CASH_DISPUTEDeprecatedN/ASome or all funds debited from the cardholder's account as the result of an ATM withdrawal were not dispensed.
CARD_LOST_STOLEN_NEVER_RECEIVEDDeprecatedN/AThe cardholder did not authorize the transaction and the card is no longer, or had never been, in the possession of the cardholder.
COUNTERFEIT_GOODSDeprecatedN/AThe cardholder claims that the goods were purported to be genuine, but were counterfeit.
CREDIT_NOT_RECEIVEDDeprecatedN/AThe cardholder's account was not credited for a refund from a merchant or was inaccurately debited instead of credited.
DEFECTIVE_GOODS_OR_SERVICESDeprecatedN/AGoods or services were either not as described or defective, including shipped merchandise was received damaged or not suitable for its intended purpose as well as the merchant didn't honour the terms and conditions of a contract.
DISPUTE_OF_RECURRING_TRANSACTIONDeprecatedN/AThe cardholder notified the merchant to cancel the recurring transaction and the merchant continued to bill the cardholder or the cardholder was not aware they were agreeing to a recurring transaction.
DUPLICATE_TRANSACTIONDeprecatedN/AThe same transaction has been processed more than once, resulting in duplicate charges.
FRAUDULENT_PROCESSINGDeprecatedN/AThe cardholder is in possession and control of all valid cards, processed at least one legitimate face-to-face transaction, and denies making one or more additional face-to-face transactions at the same merchant location.
GOODS_OR_SERVICES_NOT_PROVIDEDDeprecatedN/AThe cardholder has been debited for goods or services that were to be shipped, delivered or otherwise provided and were not received by the expected delivery date.
LATE_PRESENTMENTDeprecatedN/AThe transaction was authorized offline by the chip and submitted for clearing more than 7 calendar days after the transaction date.
PAID_BY_OTHER_MEANSDeprecatedN/AThe cardholder used a different form of payment for this specific transaction. (Mastercard pre-compliance/compliance only)
TRANSACTION_AMOUNT_DIFFERSDeprecatedN/AThe amount of the transaction does not match the agreed-upon or expected amount.
TRANSACTION_DID_NOT_COMPLETEDeprecatedN/AThe cardholder engaged in the transaction and claims it did not complete. Goods or services were not provided.
TRANSACTION_NOT_RECOGNIZEDDeprecatedN/AThe account holder does not recognize the transaction, possibly due to mistake or fraud.
UNAUTHORIZED_TRANSACTIONDeprecatedN/AThe transaction was not authorized by the account holder.
Available options:
ATM_CASH_DISPUTE,
AUTHORIZATION_RELATED_CHARGEBACK,
CARDHOLDER_DISPUTE,
CARD_LOST_STOLEN_NEVER_RECEIVED,
CHIP_LIABILITY_SHIFT,
CHIP_PIN_LIABILITY_SHIFT,
COUNTERFEIT_GOODS,
CREDIT_NOT_RECEIVED,
DEFECTIVE_GOODS_OR_SERVICES,
DISPUTE_OF_RECURRING_TRANSACTION,
DUPLICATE_TRANSACTION,
FRAUDULENT_PROCESSING,
GOODS_OR_SERVICES_NOT_PROVIDED,
LATE_PRESENTMENT,
NO_CARDHOLDER_AUTHORIZATION,
PAID_BY_OTHER_MEANS,
POINT_OF_INTERACTION_ERROR,
QUESTIONABLE_MERCHANT_ACTIVITY,
TRANSACTION_AMOUNT_DIFFERS,
TRANSACTION_DID_NOT_COMPLETE,
TRANSACTION_NOT_RECOGNIZED,
UNAUTHORIZED_TRANSACTION
​
account_id
string<uuid>
required

The customer account related to the dispute, to which dispute-related credits will be posted.

Example:

"ca4450a5-5d4c-4afc-9533-729e2948c477"

​
creation_time
string<date-time>
required

The timestamp representing when the dispute was created

Example:

"2010-05-06T12:23:34.321Z"

​
currency
string
required

ISO 4217 Alpha-3 currency code

Required string length: 3
Example:

"USD"

​
customer_id
string<uuid>
required

The customer related to the dispute, to which dispute-related credits will be posted.

Example:

"52593ea7-4d66-40df-80e9-3b9bc54fa880"

​
date_customer_reported
string<date-time>
required

The timestamp representing when the customer reported the dispute.

Example:

"2010-05-06T12:23:34.321Z"

​
decision
enum<string>
required
DecisionDescription
LOSTDecision reached in favour of the network.
NONENo decision was reached.
ONGOINGDispute is ongoing and requires further action.
RESOLVEDResolved in favour of the account holder.
WONDecision reached in favour of the account holder.
Available options:
LOST,
NONE,
ONGOING,
RESOLVED,
WON
​
dispute_documents
object[]
required

Documents associated with the dispute.

​
disputed_amount
integer
required

The amount to be disputed in cents.

Required range: x >= 1
​
id
string<uuid>
required

The unique identifier of the dispute

Example:

"7d943c51-e4ff-4e57-9558-08cab6b963c7"

​
last_updated_time
string<date-time>
required

The timestamp representing when the dispute was last modified

Example:

"2010-05-06T12:23:34.321Z"

​
memo
string
required

Brief written message describing the reason for disputing the transaction.

Maximum length: 1000
​
network
enum<string>
required

The network with which the transaction was disputed.

Available options:
ACH,
MARQETA,
MASTERCARD,
NONE,
TABAPAY
​
payment_rail
enum<string>
required

A short string representing the payment rail of the dispute.

Available options:
ACH,
CARD,
EXTERNAL_CARD
​
status
enum<string>
required

The current status of the dispute.

Available options:
CLOSED,
OPEN
​
tenant
string
required

The id of the tenant containing the resource.

Example:

"abcdef_ghijkl"

​
transaction_id
string<uuid>
required

The ID of the posted transaction to be disputed.

Example:

"7d943c51-e4ff-4e57-9558-08cab6b963c7"

​
applicable_regulation
enum<string>
Available options:
REGULATION_E,
REGULATION_Z
​
external_reference_id
string

Reference ID associated with the dispute on the external network.

​
last_action_by
enum<string>
action_byDescription
INITIATORThe last action was taken by the initiator of the dispute.
NETWORKThe last action was taken by the network.
Available options:
INITIATOR,
NETWORK
​
timestamp_final_decision
string<date-time>

The time that a final decision was made on the dispute.

​
timestamp_investigation_due
string<date-time>
​
timestamp_provisional_credit_due
string<date-time>

The time by which provisional credit should be posted to the customer account in response to the dispute.