The Disputes feature allows institutions to log and manage transaction reversals between the sending and receiving parties. It provides a structured process for raising, reviewing, and resolving reversal claims, to ensure transparency between all parties involved.
How do I log a single reversal?
Click on Disputes from the left-hand menu
Click Add
Enter the transaction ID and click Find
Select Reversal and choose a reason
Click Save
Can I log multiple reversals at once?
Yes. Use the Bulk Upload option by downloading the provided Excel template, fill in the required details, and uploading it back to the portal.
What happens after a reversal is logged?
The logged transaction is shown as ‘’Pending’’ on the system for the other party to review and take action
They can either accept or reject the reversal
If the reversal is accepted, the system will automatically settle the accepted reversal during the next settlement window
If rejected, it implies that the rejecting institution will credit the customer
The user has the option to add a comment when accepting or rejecting a reversal
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