Disputes + chargebacks
When someone disputes a payment made with a SorenPay card, the card network and our card issuing partner run the dispute. SorenPay passes information between you and them.
Handled by support for now
There's no dispute API, dispute webhook or dispute page in the dashboard yet. Disputes are handled by email with support@sorenpay.com. Cards run with test money today, so no real dispute can happen yet.
Who does what
| Step | Who |
|---|---|
| Notices a payment they don't recognise and raises it | The cardholder (your teammate) |
| Receives the dispute and runs it under the card network's rules | Our card issuing partner |
| Tells you about it and asks for evidence | SorenPay support, by email |
| Collects evidence (receipt, contract, emails) | You |
| Decides the outcome | The card network, through the issuing partner |
If a payment looks wrong
- Freeze the card so nothing else is charged:
PATCH /api/cards/{id}with{"state": "frozen"}, or freeze it in the dashboard. - Email support@sorenpay.com with the card's last 4 digits, the date, amount and merchant, and why it's wrong.
- Keep your evidence (receipts, order confirmations, emails with the merchant). Card network deadlines are strict, so send it as soon as we ask.
Not built yet
- A dispute API and dispute webhooks.
- Dispute status in the dashboard.
Related
- Cards
- Notifications: what we notify you about today
- Compliance overview