# Disputes

A dispute occurs when a cardholder questions a transaction with their issuing bank and requests a reversal of the payment. When a dispute is raised, Glomo notifies you and debits the disputed amount along with a dispute fee from your Glomo balance. You have a defined window to respond with evidence before the deadline passes.

Glomo uses a single Disputes & RFIs section in your dashboard that shows all disputes raised against your transactions, regardless of payment method.

![Disputes dashboard](/assets/disputes-dashboard.bcda1cd80b8911637cf66db60b3c9d751f7fc81ae5081ad54c59dafaf2eeb345.4fa57783.png)

## Dispute States

Below are the different states a dispute can have:

| State | Description |
|  --- | --- |
| Action Required | A dispute has been raised and you have been notified. The response window is open and evidence can be submitted. |
| Under Review | You have submitted evidence for the dispute. Glomo is reviewing your submission along with the issuing bank. |
| Won | The dispute has been resolved in your favour. The disputed amount has been reversed to your Glomo balance. |
| Lost | The dispute has been resolved in the cardholder's or partner's favour. The disputed amount is retained. |
| Accepted | You have explicitly accepted the dispute without contesting it. |
| Expired | The response window elapsed without a submission. The dispute is treated as lost and the disputed amount is retained. |


## Dispute Reason Codes

Every dispute is assigned a reason code that explains why it was raised. The table below lists all supported reason codes and what they mean.

| Reason Code | Description |
|  --- | --- |
| DISPUTE_FRAUD_NOT_AUTHORISED | The cardholder claims they did not authorise this transaction. To contest, provide 3DS authentication confirmation, signed receipt, or any evidence confirming the cardholder initiated the payment. |
| DISPUTE_ITEM_NOT_RECEIVED | The cardholder claims they did not receive the goods or services paid for. To contest, provide proof of delivery, fulfilment confirmation, or evidence that the service was rendered. |
| DISPUTE_NOT_AS_DESCRIBED | The cardholder claims what they received was significantly different from what was described at purchase. To contest, provide the original product or service description, terms agreed by the customer, and evidence of what was delivered. |
| DISPUTE_CREDIT_NOT_PROCESSED | The cardholder claims a refund owed to them was not processed. To contest, provide evidence that the refund was issued or that no refund was owed under your refund policy. |
| DISPUTE_DUPLICATE_CHARGE | The cardholder claims they were charged more than once for the same transaction. To contest, provide evidence that each charge corresponds to a distinct transaction or separate service delivery. |
| DISPUTE_CANCELLED_RECURRING | The cardholder claims they cancelled a recurring agreement but were charged after cancellation. To contest, provide evidence that the subscription was active at the time of charge and that no valid cancellation was received. |
| DISPUTE_INCORRECT_AMOUNT | The cardholder was charged a different amount from what they agreed to pay. To contest, provide the original authorised amount and evidence that the amount charged matches what was agreed. |
| DISPUTE_RETRIEVAL_REQUEST | The issuing bank has requested documentation for this transaction before deciding whether to raise a formal dispute. This is not yet a dispute. Provide a copy of the transaction receipt and any supporting documentation promptly. |
| DISPUTE_GENERAL | A dispute has been raised against this transaction. Provide any evidence that demonstrates the transaction was valid, authorised, and fulfilled as agreed. |


## Financial Impact

When a dispute is created, Glomo immediately debits two amounts from your Glomo balance:

- **Disputed amount** — the value of the transaction being disputed.
- **Dispute fee** — a flat fee charged per dispute, regardless of outcome. Fees are charged for representation and are non-refundable regardless of the outcome.


### Usage Notes

- Dispute fees are non-refundable regardless of whether you win or lose the dispute.
- If you win, the disputed amount is reversed and credited back to your Glomo balance. The dispute fee is not returned.
- If you lose, accept, or the dispute expires, both the disputed amount and dispute fee are retained.
- **Insufficient balance** — if your balance is insufficient to cover the full debit at the time the dispute is created, Glomo will block whatever funds are available and record the shortfall. The dispute will still be created and you will still be able to respond.


## Viewing Data in the Settlement Report

Dispute debits and reversals also appear in your existing Settlement Breakup Report so you can reconcile them alongside your regular settlement activity.

| Entry Type | source_type | fee_type | Amount |
|  --- | --- | --- | --- |
| Dispute debit | dispute | dispute_fee | Disputed amount + dispute fee |
| Dispute reversal | dispute | dispute_reversal | Disputed amount only (credit) |


- Dispute debit entries appear on the date the dispute was created.
- Reversal entries appear on the date the outcome is recorded.
- You can filter the Settlement Breakup Report by `source_type = dispute` to view only dispute-related entries.