Contest Chargeback on Dashboard

Dispute invalid chargeback claims with proper documentation. Contest chargebacks when:

• Product/services were delivered successfully
• Customer claim is invalid or fraudulent
• Transaction was already refunded
• Customer has withdrawn the dispute

The response guidelines for the chargeback are:

• Submit all documentation before the date specified under the Reply Before column.
• PayU reviews submitted evidence
• PayU creates comprehensive case for bank submission
• Bank reviews according to Visa/MasterCard guidelines

Contest Process

1. Navigate to the chargeback details.

2. Expand the Accept/Contest expandable pane using the + button.

   

3. Click Contest CB.

   The Contest page is displayed.

   

4. Choose the appropriate contest reason and include the details accordingly and click Submit:

   • Product/Services delivered
   • Product/Services Partially delivered
   • Customer withdrawn the chargeback
   • Transaction already refunded
   • Generic reject reason

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File Upload Guidelines

• File Size: Maximum 5MB per upload
• File Types: PDF, Word documents, or image files
• Organization: Combine multiple screenshots into a single document
• Documentation: Add brief descriptions for each piece of evidence

Product/Services delivered

1. Enter the comments in the Comments field.
2. Select any of the following tabs for the fields under Product or Services option based on the selection.

The product details must be included if you select Product under the Product/Services delivered or Product/Services Partially delivered field, as highlighted in the following screenshot. Refer to the table below for details on how to use these fields.

Field	Description
Details Of The Product	Comprehensive description of the product provided
Which Part Of The Order Delivered	Specific part or item(s) of the order delivered
Amount That Needs To Refund	Amount to be refunded (if applicable)
Name Of The Courier Company Used	Courier service used for delivering the product
Awb/Shipping Number	Air Waybill (AWB) or shipping/tracking number
Upload Screen Shot Of The Signed Proof Of Delivery	Visual proof of signed delivery confirmation
Screen Shot Of The Invoice	Billing and payment confirmation

Product/Services Partially delivered

1. Enter the comments in the Comments field.
2. Select any of the following tabs for the fields under Product or Services option based on the selection.

The product details must be included if you select Product under the Product/Services delivered or Product/Services Partially delivered field, as highlighted in the following screenshot. Refer to the table below for details on how to use these fields.

Field	Description
Details Of The Product	Comprehensive description of the product provided
Which Part Of The Order Delivered	Specific part or item(s) of the order delivered
Amount That Needs To Refund	Amount to be refunded (if applicable)
Name Of The Courier Company Used	Courier service used for delivering the product
Awb/Shipping Number	Air Waybill (AWB) or shipping/tracking number
Upload Screen Shot Of The Signed Proof Of Delivery	Visual proof of signed delivery confirmation
Screen Shot Of The Invoice	Billing and payment confirmation

Customer withdrawn the chargeback

1. Enter your comments in the Comments field.
2. Upload the screenshot of customer email or digital copy of the letter in the Upload Customer Email/Letter field.

Transaction already refunded

1. Enter the comments in the Comments field.
2. Enter the details in the following the Customer withdrawn the chargeback or Refunded outside PayU Panel based on selection: