Disputes

A dispute (chargeback) is a cardholder's challenge to a charge, raised with their bank. Disputes are answered by our European acquiring partner, not by digid pay — digid pay routes, records, and surfaces them to you.

Status. Dispute routing and the merchant views are planned. The model below is how disputes flow; exact SLAs and the acquirer's evidence requirements are published here when live.

What happens

sequenceDiagram
    participant Shopper
    participant Bank as Cardholder's bank
    participant Acquirer as Acquiring partner
    participant digidpay as digid pay
    participant Merchant
    Shopper->>Bank: files dispute
    Bank->>Acquirer: chargeback
    Acquirer->>digidpay: dispute notification
    digidpay->>Merchant: dispute event + dashboard view
    Merchant-->>digidpay: submits evidence (via acquirer portal)
    Acquirer-->>Bank: responds
    Acquirer->>digidpay: outcome
    digidpay->>Merchant: outcome surfaced

What the merchant receives

• A dispute notification with the reason code from the scheme,
• the transaction and amount involved,
• the window to respond and where to submit evidence (the acquirer's portal or process), and
• the outcome once decided.

Your responsibilities

1. Respond in the window. Missed windows are lost by default.
2. Submit good evidence — order records, delivery confirmation, customer correspondence, and any SCA result. SCA success is strong evidence of customer authentication.
3. Track separately from refunds. A dispute is not a refund; a refund you issue pre-emptively can avoid a dispute in some reason-code cases — decide per situation.

Routing

Step	Handled by
Receive dispute from scheme	our European acquiring partner
Answer the dispute	our European acquiring partner (with your evidence)
Notify + surface to merchant	digid pay (route + record)
Fund movement on loss/win	direct acquirer ↔ merchant

digid pay never holds the funds in dispute; movement stays acquirer ↔ merchant per Settlement.

Related

• Settlement — how funds move.
• SCA & 3-D Secure — SCA evidence and liability shift.