Dispute model

Dispute data dictionary

What is a Dispute object on Groov platform?

The dispute object represents an instance when a customer (i.e the cardholder and the buyer) questions a seller's (ledger accounts) charge with their card issuer, it is also known as a chargeback, inquiry, or retrieval.

Information on disputes allows you to gauge the health of a business overall by calculating the chargeback ratio (higher ration implies a risky business) as well as allows you an opportunity to provide proactive guidance/help to them to manage and prevent disputes. Being able to provide insights on disputes avoids the painful revenue drain especially for eCommerce businesses thus saving them from customer chrun, sunk costs from marketing, sales & customer service overall.

A chargeback is always associated to atleast one payment (a charge type record), so the dispute object will always provide you a link to the associated payment record that the chargeback relates to.

Any associated fees related to the processing of the dispute will appear in the transaction object. This can be queried using the details provided in the transaction attribute in the definition below.

Data Dictionary


Attribute	Type	Description
object	string	value is "dispute"
id	string	identifier of the dispute record on Groov platform
partnerSource	string	name of the partner system
ledgerAccountid	string	id of the merchant account ledger entry as setup on Groov platform.
amount	integer	amount (in pence) that has been disputed. This could be the same as the payment (charge) amount or could exceed the original payment (charge) amount either because of currency conversions or because of the fact the issuer could have bundled multiple low value payment amounts to raise one chargeback
currency	currency	Three-letter ISO currency code representing the default currency in which the settlement record was created/initiated
payment	string	identifier of the payment record (type: charge) on Groov platform that has been disputed Expansion is enabled on thisattribute
transactions	array	lists zero, one, or two balance transactions that show funds withdrawn and reinstated to merchants account as a result of the dispute.This will likely contain an array of transaction objects if provided by the partner/source
reason	string	reason details provided by cardholder for raising the dispute. Possible enum/values are: bank_cannot_process, check_returned, credit_not_processed, customer_initiated, debit_not_authorized, duplicate, fraudulent, general, incorrect_account_details, insufficient_funds, product_not_received, product_unacceptable, subscription_canceled, unrecognized other
status	string	Status of the dispute as of date possible value will be: request_for_information - A Request For Information (RFI) is initiated when the cardholder does not recognize or does not agree to a charge, and requests more information from their bank. It can also be initiated in the context of a fraud investigation where the real cardholder does not acknowledge the transaction. inquiry_evidence_provided - merchant provided documents/info provided to the scheme/issuer inquiry_closed - initial inquiry/RFI has been closed by issuer/card holder chargeback_evidence_required - The issuing bank initiates the first chargeback on behalf of the cardholder by sending a chargeback notification to the merchant service provider stating the dispute reason, merchant has the option to provide evidence chargeback_evidence_provided - merchant provided documents/info provided to the scheme/issuer chargeback_reversed - the disputed amount is returned to the merchant account after the merchant provides the chargeback evidence won - the merchant wins the dispute and the disputed amount is released to their account. case is closed lost - - the merchant looses the dispute and the disputed amount is debited from their account. case is closed other_unknown - values that cant be mapped correctly
environment_mode	string	This relates to the partner platforms environment connection type. values: test or live
live_connection	string	This is the Groov platforms connection environment type, will be test if it’s a sandbox mode or will be live if its Production mode. Can be controlled via Groov dashboard/Portal or can be called via unfieid API values: test or live
created_date	timestamp	Date the dispute was created in the commerce or partner platform
modifiedDate	date	Date the record was last updated in the our system.