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Beta version

Dispute Management API is in the Beta phase.

Dispute Management

Retrieval request

A retrieval request serves as a preliminary step that allows card issuers to gather additional information about a transaction before deciding whether to initiate a chargeback. This process is crucial for clarifying transaction details and potentially resolving disputes without escalating to a formal chargeback, thereby saving time and resources for all parties involved.

Retrieval request state machine

The following state machine diagram shows the various disputeStatus transitions for a retrieval request:

State machine of a retrieval request
Tip

Even after you initially accept a dispute (ACCEPTED disputeStatus), you are permitted to challenge the dispute (CHALLENGED_MERCHANT disputeStatus) within the responseDueDate time limit.

For inquiries related to a retrieval request, responses typically include the fields disputeStatus and outcome for that chargeback. These fields are critical for managing the dispute lifecycle. The following tables explain the permitted values for each field.

Retrieval request status types

Retrieval request status types
Retrieval request status type                                                 Description Potential next status type                                                
NEW Dispute case received.

ACCEPTED

NEEDS_RESPONSE

CHALLENGED_JPMC

CHALLENGED_MERCHANT
NEEDS_RESPONSE Dispute pending your documents.

ACCEPTED

CHALLENGED_MERCHANT

EXPIRED
NEED_ADDITIONAL_INFORMATION
 More information requested by us.

ACCEPTED

CHALLENGED_MERCHANT

EXPIRED
ACCEPTED You accepted the liability.

CHALLENGED_MERCHANT

End of dispute cycle
CHALLENGED_JPMC Dispute challenged on your behalf by us.

UNDER_ISSUER_REVIEW
CHALLENGED_MERCHANT Dispute challenged by you.

NEED_ADDITIONAL_INFORMATION

UNDER_ISSUER_REVIEW
UNDER_ISSUER_REVIEW Dispute has been returned to the issuer for review.

CLOSED
CLOSED Dispute cycle complete.

End of dispute cycle
EXPIRED
 Dispute has expired as due date has passed.
 CHALLENGED_JPMC
End of dispute cycle

Retrieval request outcome types

Retrieval request outcome types
Retrieval request outcome type Description
PENDING  Decision or result pending.
FULFILLED Retrieval request complete.
NOT_FULFILLED Retrieval request expired.

Retrieval request operations

Overview