Respond to chargebacks on store orders

Disputes lists the chargebacks and inquiries that shoppers' banks open on store payments. In a chargeback, the shopper asks their bank to take back what they paid, and Coritan takes the amount from your balance while the bank decides. An inquiry is a bank asking about a payment before it takes the money back. Answer each one before its deadline: send evidence that the order was genuine and reached the shopper, or accept the dispute and let the shopper keep the money.

• You need the Billing role or higher to open Disputes, and to send evidence or accept a dispute.
• Coritan builds the evidence from the order and from the store's settings. Set the Refund policy, Shipping policy and Return window under Returns and policies, and the Terms of sale under Checkout, so that the evidence can quote them.
• Banks usually ask for tracking and delivery. Add the tracking number when you ship, and mark the parcel delivered, as Ship a parcel you pack describes.

When a chargeback opens:

• Coritan takes the disputed amount from your balance at once, with the dispute fee when there is one. Both come off your next payout, and the ledger lists them as Chargeback, as Read the ledger shows.
• The order is held for review, unless part of it has shipped, it is cancelled or it is held already. Nothing ships until you release it, as Release a held order describes.
• If you win, the amount comes back to the balance, and the fee too when the payment provider returns it. Losing or accepting the dispute keeps both taken.

An inquiry takes no money, though it still holds the order. You cannot accept an inquiry: answer it with evidence, or refund the order. If the bank turns it into a chargeback, Coritan takes the money then.

1. In the dashboard, open the organization, then Commerce, then Disputes.
2. Choose All, Needs a response, Under review, Won, Lost, Accepted or Closed. Needs a response shows how many disputes are waiting for you.
3. Select a dispute to open its page.

Each row shows the Dispute with the shopper's reason and the payment provider, its Order, its Status, the Amount and the date it was Opened. Inquiry marks an inquiry. A dispute that needs a response gives its deadline under its status, highlighted as the deadline nears, and Deadline passed once it has gone. Under the amount, an inquiry says Nothing taken yet, and a won dispute says Returned to the balance.

The header shows the amount, the shopper's reason, the payment provider and when the dispute opened. The alert under it says what the dispute needs and by when.

Details gives the Amount, the Dispute fee, the Kind (Chargeback or Inquiry), the Reason, the Provider and its Reference, the Order, and the date to Respond by. Open ledger entries opens the order's entries in the ledger. History lists what the payment provider said about the dispute and what it did to the balance, newest first.

The reason decides which fields the evidence form shows first:

Every dispute also shows the shopper's Name and Email address, What was sold and the Summary for the bank.

1. On the dispute's page, read the Evidence card. Coritan fills it from the order and the store's settings, and keeps it up to date with them until you change a field. A field filled this way says From the order.
2. If Banks usually ask for more appears, add what it names in the fields, or as a link: a tracking number, a delivery, the shopper accepting the store's terms, a refund policy or the shopper's IP address.
3. Correct or add to the fields. The link under them shows the fields the form hides. Once saved, a field you changed says You changed this, and Use the order's text puts the order's text back.
4. Under Links, enter the address of a document the bank can open in Add a link, such as a delivery confirmation or your conversation with the shopper, then select Add link. A dispute takes up to 20 links, each starting with https:// or http://.
5. Select Save evidence to keep your work for later, or Discard changes to drop it.
6. Select Send evidence…, which reads Save and send… while you have unsaved changes. Then select Send evidence to confirm, or Keep editing to go back.

The payment provider sends the evidence to the shopper's bank, with the links after the Summary for the bank. PayPal sends it as one note. The dispute moves to Under review, and the card becomes Evidence sent, with what was sent, when and by whom.

Accept a chargeback when you have no evidence, or when the shopper is right. It ends the dispute without waiting for the bank.

1. On the dispute's page, select Accept dispute….
2. For a PayPal dispute, you can write a Note to PayPal, which PayPal passes on with the answer.
3. Type the amount the dialog shows, such as 49.00, then select Accept dispute. Go back closes the dialog.

The dispute moves to Accepted and closes as lost. The shopper keeps the money, which stays taken from the balance with the dispute fee, and no evidence is sent.

• Evidence you sent moves the dispute to Under review, and it closes as Won or Lost when the bank decides.
• A won dispute puts the amount back in the balance, and its row says Returned to the balance.
• A lost or accepted dispute keeps the amount and the fee taken from the balance.

Disputes says it is for owners, admins and billing

Your role is below Billing. Ask an owner to change it.

The evidence form is missing

The dispute no longer waits for evidence: the evidence was sent, the deadline passed or the dispute closed. The card shows what was sent, or why nothing was.

Send evidence… cannot be selected

No field holds any text and there are no links, the fields and links come to more than 150,000 characters, or the payment account is not connected. Under the form, a count shows when the evidence is too long.

An alert says The deadline has passed

The bank decides on what it has. You can still accept a chargeback.

An alert says The payment account is not connected

The evidence cannot be sent from here. Answer in the payment provider's own dashboard before the deadline, or select Open a ticket.

An alert says Could not send the evidence or Could not accept the dispute

The payment provider refused, and the alert quotes its answer. Nothing was sent or accepted, so you can try again.

The button reads Record evidence…

The payment provider takes evidence only in its own dashboard. Recording keeps the evidence here as final, and you then send it in the provider's dashboard before the deadline. Until the provider moves the dispute on, the row says Evidence recorded, not sent.

Accept dispute… is missing

The dispute is an inquiry, or it no longer needs a response.

The order is held for review

A new dispute holds its order until you release it. Release it once you have checked the order, as Release a held order describes.

• Track your store's balance and payouts
• Fulfil, refund and cancel store orders
• Change your store's settings
• Follow payment disputes

GET https://api.coritan.com/api/v1/orgs/{org_slug}/commerce/disputes lists the disputes, filtered by status, and GET /commerce/disputes/{dispute_id} answers one with its evidence. PUT /commerce/disputes/{dispute_id}/evidence changes the fields and links, POST /commerce/disputes/{dispute_id}/submit sends the evidence and POST /commerce/disputes/{dispute_id}/accept accepts the dispute. The last two take an Idempotency-Key header, so a retry cannot answer twice. Answer disputes on store orders has the details.

curl "https://api.coritan.com/api/v1/orgs/acme/commerce/disputes?status=needs_response" \
  -H "Authorization: Bearer $CORITAN_TOKEN"