How to manage chargebacks disputes?
A dispute occurs when you want to argue the chargeback claim with supporting information that validate and ensure that the product was delivered in compliance.
All the information necessary to manage chargeback disputes made can be found here:
Configure Webhooks or IPN notifications on your dashboard and enable the Chargebacks option.
Check all the information related to a chargeback using the Get chargeback request
- Check if the chargeback can be covered and assure whether any documentation is required, via the
coverage_eligibleanddocumentation_requiredfields, respectively.
- Check if the chargeback can be covered and assure whether any documentation is required, via the
Attention
It is only necessary to continue with the next steps if:The chargeback dispute is eligible for coverage Documentation is required The term has not expired
- Send the documents through the following API method:
curl
curl -X POST \
-F 'files[]=@/path/to/file/file1.png' \
-F 'files[]=@/path/to/file/file2.pdf' \
-H 'Authorization: Bearer <ACCESS_TOKEN>' \
https://api.mercadopago.com/v1/chargebacks/ID/documentationImportant
Files can be
.jpg, .png or .pdf and should not exceed 10mb overall.If the documentation has been successfully uploaded, the API will answer with 200 OK, and the documentation_status value will change to review_pending.
- Upon resolution, a new IPN notification will be sent so that you can verify the case. Check the dispute using the Get Chargeback method. The
coverage_appliedvalue could have taken on one of the possible values:
| Value | Description |
| true | Shows that the decision was for the seller and the money is refunded. |
| false | Shows that the decision was against the seller and the money is discounted. |