Documentation Index
Fetch the complete documentation index at: https://developers-sandbox.uqpaytech.com/llms.txt
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Overview
When receiving a dispute notification, merchants must act before the deadline. Failure to respond results in automatic refunds and associated fees.Decision Framework
Evaluate disputes by considering:- Validity of the cardholder’s claim
- Available evidence to counter the claim
- Possibility of amicable resolution (store credit, replacement)
Response Options
Accept Dispute — Submits agreement with the cardholder’s claim to the issuing bank. This acknowledges the refund validity without admitting wrongdoing. The dispute fee still applies regardless of acceptance. Counter Dispute — Opens a guided form for evidence submission relevant to the dispute and response type, allowing file uploads.Evidence Strategy
Key Principles
Evidence must be relevant to the dispute reason, concise, professional, and factual without excessive detail.Required Evidence Types
- Customer Authorization Proof — AVS matches, CVC confirmations, signed receipts, IP address verification.
- Service/Delivery Proof — Full delivery address documentation, system logs for digital goods.
- Terms of Service — Screenshot showing checkout presentation of policies.
- File Organization — Combine same evidence types into single files. Only one file per evidence category.
Technical Specifications
- Accepted formats: PDF, JPEG, PNG
- Combined file size limit: 4.5 MB
- Maximum 50 pages
- Font minimum: 12 point
- Document orientation: Portrait (screenshots may be landscape)
Submission and Outcomes
Once submitted, evidence enters “under review” status. Banks determine outcomes:- Won: Dispute overturned; chargeback refunded (fee retained).
- Lost: Dispute upheld; refund permanent.