# Responding to Disputes In this guide, you can learn how to upload evidence and respond to disputes. ## When can I respond to a dispute? If a `Dispute#response_state` is `NEEDS_RESPONSE`, you can upload additional evidence to challenge the dispute or chargeback. When a `Dispute` is filed, `Dispute#response_state` details what actions are available to the seller. For more information, see [Dispute States](/guides/after-the-payment/disputes/dispute-states). To challenge a `NEEDS_RESPONSE` `Dispute`, upload evidence and submit it to the issuing bank. ## Dispute Evidence Part of handling disputes requires sellers to provide compelling evidence that counters the dispute claims made by buyers. Upload evidence that shows the transactions was legitimate and goods/services were delivered. This evidence can include order receipts, shipping information, tracking numbers, communication records or any other relevant information that can help establish the validity of the transaction. - Providing shipping details, tracking numbers, or delivery confirmation can help demonstrate that the product or service was delivered as agreed upon. - Including any relevant communication records, such as emails or chat transcripts, can also provide valuable context. By diligently gathering and uploading evidence that is clear, organized, and directly addresses the dispute, sellers can effectively fight against disputes and protect their reputation in the eyes of the card networks. Some other examples of evidence you can upload includes: - Email thread of conversations with the cardholder - Screenshots of conversations with the cardholder - Show use of service/software consistently over a period of time - Product photos - E-signature Contracts - Returns/Refund Policy - Proof of shipping If you don't have enough evidence, or believe the dispute isn't worth fighting, you can accept liability and concede to the `Dispute`. For more information, see [Accepting a Dispute](/guides/after-the-payment/disputes/accepting-disputes/). ## Step 1: Upload Evidence ### Finix Dashboard Use the `Disputes` tab to upload evidence from the Finix Dashboard. For more information, see [Managing Disputes on the Dashboard](/guides/after-the-payment/disputes/managing-disputes#manage-dispute-with-the-dashboard). ### Finix API Create [`Dispute evidence` to upload your defense material](/api/disputes/createdisputeevidence). Use the `id` of the `Dispute` to create the `evidence`. - You can upload up to 8 files; the total size of the uploaded files combined cannot exceed 10 MB. - The file formats allowed include JPG or PDF. - Individual files can't exceed 1 MB. ```shell curl https://finix.sandbox-payments-api.com/disputes/DItDftgrrkhcyFLzZiUFxn6Y/evidence \ -H "Content-Type: multipart/form-data" \ -H 'Finix-Version: 2022-02-01' \ -u USpumes23XhzHwXqiy9bfX2B:c69d39e3-f9ff-4735-8c3e-abca86441906 \ -F 'file=@"/Users/john.smith/Downloads/test-file.pdf"' ``` A successful upload will return a response with `PENDING` saved for `state`. If you run into any issues or get a different response, try uploading the file again or in another format. ```json { "id": "DF2ZnzNUCz4AAabE64Uehgkb", "created_at": "2021-05-25T00:34:48.37Z", "updated_at": "2021-05-25T00:45:00.52Z", "dispute": "DItDftgrrkhcyFLzZiUFxn6Y", "state": "SUCCEEDED", "tags": { "file-extension": ".pdf", "content-type": "application/pdf", "file-name": "test-file.pdf" }, "_links": { "self": { "href": "https://finix.sandbox-payments-api.com/disputes/DItDftgrrkhcyFLzZiUFxn6Y/evidence/DF2ZnzNUCz4AAabE64Uehgkb" } } } ``` There are four values available for `evidence#state` that details the status of the evidence upload: - `PENDING`: The evidence file has not yet been submitted to the processor. No further action is required. - `SUCCEEDED`: The evidence file has been successfully sent to the processor. No further action is required. - `CANCELED`: The evidence file upload was cancelled by the uploader. - `FAILED`: An issue occurred. Any of the following issues could have occurred: - There was an error in the system and the uploader should try uploading the evidence again. - There is an issue with the file and the user should retry and upload a different file. - There is an issue and the user should contact Finix Support. ## Step 2: Submit Evidence Finix forwards uploaded `evidence` to the issuing bank. After the issuing bank reviews the file(s), they either request more information or move the dispute forward and makes a decision. If you want to quickly move to a decision, you can manually submit the evidence to the issuing bank and move the dispute forward using the `/disputes/DISPUTE_ID/submit` endpoint. Making a POST request lets the issuing bank know the seller has completed submitting evidence and is prepared to move forward with the dispute. Once submitted, additional evidence can't be uploaded to the `Dispute`. ```shell curl https://finix.sandbox-payments-api.com/disputes/DIs7yQRkHDdMYhurzYz72SFk/submit \ -u USsRhsHYZGBPnQw8CByJyEQW:8a14c2f9-d94b-4c72-8f5c-a62908e5b30e \ -X POST \ -D {} ``` ```json { "id": "DIs7yQRkHDdMYhurzYz72SFk", "created_at": "2022-01-27T07:43:03.74Z", "updated_at": "2022-09-16T22:21:54.75Z", "action": null, "amount": 888888, "application": "APgPDQrLD52TYvqazjHJJchM", "dispute_details": { "arn": "123" }, "evidence_submitted": "INQUIRY", "identity": "IDpYDM7J9n57q849o9E9yNrG", "merchant": "MUucec6fHeaWo3VHYoSkUySM", "message": null, "occurred_at": "2022-01-27T07:42:48.56Z", "reason": "FRAUD", "respond_by": "2022-02-03T07:43:03.73Z", "state": "INQUIRY", "tags": { "order_number": "21DFASJSAKAS" }, "transfer": "TRoTrJ3kqNTFh1P2FJ7A36Ky", "_links": { "self": { "href": "https://finix.sandbox-payments-api.com/disputes/DIs7yQRkHDdMYhurzYz72SFk" }, "application": { "href": "https://finix.sandbox-payments-api.com/applications/APgPDQrLD52TYvqazjHJJchM" }, "transfer": { "href": "https://finix.sandbox-payments-api.com/transfers/TRoTrJ3kqNTFh1P2FJ7A36Ky" }, "evidence": { "href": "https://finix.sandbox-payments-api.com/disputes/DIs7yQRkHDdMYhurzYz72SFk/evidence" }, "adjustment_transfers": { "href": "https://finix.sandbox-payments-api.com/disputes/DIs7yQRkHDdMYhurzYz72SFk/adjustment_transfers" } } } ``` When the dispute moves forward, `Dispute#evidence_submitted` gets updated to: - `INQUIRY` if `Dispute#state` is `INQUIRY` - `CHARGEBACK` if `Dispute#state` is `PENDING` When a decision gets made, Finix will notify you with a webhook and update the `Dispute#state` with the issuing bank's decision. See [Dispute States](/guides/after-the-payment/disputes/dispute-states/) for a breakdown of the different `Dispute#states`.