SecurePay disputes
A dispute is a formal report that there is a serious problem with a SecurePay transaction.
When a dispute is opened, the funds remain on hold until the issue is reviewed and resolved.
When a dispute can be opened
A dispute may be opened when:
- the buyer did not receive the product;
- the product received is wrong;
- the product is damaged;
- the service was not completed;
- the merchant and buyer disagree about delivery;
- there is suspected fraud or abuse;
- the transaction cannot be completed as agreed.
A dispute should only be opened for real transaction problems.
What happens when a dispute is opened?
flowchart TD
A[Dispute opened] --> B[Funds remain on hold]
B --> C[Buyer provides explanation and evidence]
C --> D[Merchant may respond with evidence]
D --> E[The dispute is reviewed]
E --> F[A resolution is applied]
While the dispute is open, the funds are not released automatically unless the dispute process allows it.
Evidence
Evidence helps clarify what happened.
Buyer evidence may include:
- screenshots of the conversation;
- payment confirmation;
- photos of the product received;
- delivery messages;
- proof that the product was not delivered;
- any document supporting the claim.
Merchant evidence may include:
- proof of delivery;
- tracking number;
- signed receipt;
- product photos before shipment;
- chat history;
- invoice;
- service completion proof.
Dispute statuses
| Status | Meaning |
|---|---|
dispute_opened | The dispute has been created. |
under_review | The dispute is being reviewed. |
waiting_for_buyer | More information is needed from the buyer. |
resolved_release | A final resolution has been and money has been released to the merchant. |
resolved_refund | A final resolution has been and money has been refunded to the buyer. |
resolved_partial | A final resolution has been and money has been partially released to the merchant. |
Possible dispute outcomes
A dispute may be resolved in different ways.
| Outcome | Meaning |
|---|---|
| Release to merchant | The funds are released to the merchant. |
| Refund to buyer | The funds are returned to the buyer. |
| Partial refund | Part of the amount is refunded and part is released. |
| Cancellation | The transaction is cancelled if completion is no longer possible. |
| Manual resolution | A custom decision is applied based on the available evidence. |
How to write a good dispute explanation
A good dispute explanation should be clear and factual.
Include:
- what was expected;
- what happened;
- when it happened;
- what you already tried to do;
- what resolution you are requesting.
Example:
<span><span style="color: undefined">I paid for a phone on May 7. The merchant confirmed delivery for May 8, but I did not receive the product. I contacted the merchant twice and have not received a response. I am requesting a refund.</span></span>
<span><span style="color: undefined"></span></span>Good dispute behavior
Both buyer and merchant should:
- provide accurate information;
- avoid insults or threats;
- respond within the requested time;
- upload useful evidence;
- keep communication focused on the transaction.
False or abusive disputes may lead to account restrictions.
Avoiding disputes
Merchants can reduce disputes by:
- using clear descriptions;
- providing realistic delivery times;
- keeping proof of delivery;
- communicating delays early;
- avoiding false availability promises.
Buyers can reduce disputes by:
- reviewing the transaction before paying;
- asking questions before payment;
- confirming delivery only after receiving the product;
- keeping payment and delivery records.