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API Sequence Diagram

Overview​

The following API sequence diagram depicts the entire dispute process across all five stages. The diagram shows the issuer initiating pre-arbitration; either party can initiate, and the party that did not initiate responds.

Network differences​

Highnote models every dispute as the same sequence of stages regardless of card network. Underneath, the networks run different workflows.

Mastercard disputes follow the single normalized lifecycle described above.

Visa routes each dispute into one of two workflows based on its category:

  • Fraud and authorization disputes. Visa rules on the dispute at filing and allocates liability. There is no representment stage. The merchant's remedy is pre-arbitration, and arbitration follows if the outcome is still contested.
  • Processing-error and consumer disputes. The issuer and merchant work the dispute between themselves through representment and pre-arbitration. Visa decides the outcome only if the dispute escalates to arbitration.