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Disputes and Chargebacks

Overview​

When a dispute is filed on your transaction, Highnote fires a webhook event so merchants can react in real time. In this phase, Highnote publishes the CARD_PAYMENT_DISPUTE_ACTION_REQUIRED event at the start of the chargeback lifecycle. Defense submission and case management currently run through your existing Highnote support process.

Chargeback lifecycle​

A merchant experiences an acquiring chargeback through the following stages:

  1. Notification of chargeback. When subscribed to the CARD_PAYMENT_DISPUTE_ACTION_REQUIRED notification, you receive a notification event when a chargeback is created. This marks the beginning of the defense timeframe.
  2. Defense submission. You submit defense documents to contest the chargeback, or accept it.
  3. Submission confirmation. You receive confirmation that your defense documents have been submitted to the card scheme.
  4. Final outcome. The chargeback is resolved — won or lost.

Notification of chargeback​

Subscribe to the CARD_PAYMENT_DISPUTE_ACTION_REQUIRED notification event to be notified when an acquiring chargeback requires merchant attention.

Event name: CARD_PAYMENT_DISPUTE_ACTION_REQUIRED Node type: CardPaymentDispute When it fires: a chargeback has been filed against a merchant transaction and requires merchant action within network response timelines.

See the Dispute section (under "Acquiring card payment") of the Events Reference for the full payload shape.

Responding to a chargeback​

Respond to chargebacks through your existing Highnote support process. Network response timelines are encoded in each event's responseDueAt field.