Mode
Internal controls

Dispute Case Detail

Scenario chargeback lifecycle for the same hosted checkout payment: support intake, provider reference, merchant evidence, risk submission, and finance resolution.

Support caseRisk deskBackoffice paymentMerchant paymentCustomer receipt
Dispute risk map

What evidence protects this chargeback?

Risk connects customer claim, merchant receipt, issuer evidence, and the final provider outcome without rewriting payment facts.

risk_decision_map_school_2026
allowed
Paymentpay_scenario_001
Risk decisionrisk_decision_scenario_001
Reserve6,250 IQD
Payoutpo_school_2026_001
Risk analystCan the hosted checkout capture continue?Allow school-fee capture; keep only the default reserverisk_map_capture_allowrisk_decision_scenario_001No extra hold beyond configured reserveallowedRisk analystIf the payer disputes, is evidence ready?Submit checkout, auth, receipt, webhook, and support packagerisk_map_dispute_evidenceevpkg_school_2026_ready125,000 IQDevidence submittedRisk leadCan merchant payout leave Epara control?Release only after refund and dispute exposure are explainablerisk_map_payout_releasepo_school_2026_00154,831,533 IQDprovider pending
Chargeback object

chb_school_2026_open

evidence submitted

Payer says the school fee receipt was not recognized by the school office.

Paymentpay_scenario_001
Provider referenceissuer_cb_school_2026_7781
Amount at risk125,000 IQD
Merchant impact

Evidence before final debit

review required

The merchant sees the disputed payment and evidence request, but final money movement waits for provider resolution.

MerchantDemo Market
ReferenceSCH-2026-00041
Due dateJul 15, 2026, 12:00 AM
Finance control

Ledger-safe resolution

pending

Dispute intake and evidence submission do not edit historical ledger lines. Finance applies only the final provider outcome.

Reserve applied6,250 IQD
Fee at risk2,500 IQD
Expected decisionJul 15, 2026, 12:00 AM
Operational case control

Dispute case management

Support, risk, finance, and privileged approval teams manage one payment case with assignment, SLA, escalation, internal notes, and immutable evidence links.

assigned
Casecase_ops_school_2026_001
OwnerSupport
SLA targetJun 15, 2026, 6:00 PM
Audit anchoraudit_case_ops_school_2026_001

Queue assignment

QueueAssigneeResponsibilitySLANext actionEvidenceStatus
Supportact_support_specialistCustomer answer, receipt proof, refund intakesame_daySend receipt and explain refund approval pathtkt_school_parent_receipt_001assigned
Riskact_risk_analystReview dispute evidence and merchant liabilitybefore_evidence_dueKeep evidence package readyevpkg_school_2026_readyevidence submitted
Financeact_finance_operatorRefund money impact, statement, and payout visibilitybefore_payout_releaseHold payout release until refund approval decision is clearset_2026_06_15_iqdreview
Privileged approvalact_privileged_operatorMaker-checker refund decision2hApprove or reject partial refund requesttrace_refund_school_2026awaiting checker

Escalation rules

TriggerThresholdOwnerActionEvidenceStatus
Customer asks for receipt proofsame_daySupport leadSend immutable receipt and merchant referenceEP-RCPT-2026-00041completed
Refund request needs approval2h after permission checkPrivileged operatorApprove/reject maker request; no self-approvalmaker_checker_no_self_approvalawaiting checker
Payer may dispute paymentbefore provider evidence due dateRisk leadSubmit receipt, checkout, auth, webhook, and support evidenceevpkg_school_2026_readyevidence submitted
Merchant payout can leave platformbefore payout releaseFinance operatorConfirm refund/dispute state before treasury releasepo_school_2026_001provider pending

Case timeline

TimeActorEventVisibilityEvidenceStatus
Jun 15, 1:45 PMguest_payerCustomer asked for receipt and refund helpcustomer safetkt_school_parent_receipt_001received
Jun 15, 1:42 PMact_support_specialistReceipt, payment, and merchant reference verifiedcustomer safeEP-RCPT-2026-00041completed
Jun 15, 1:49 PMact_support_specialistInternal note added for refund and dispute readinessinternal onlynote_support_school_001ready
Jun 15, 1:52 PMact_support_specialistPartial refund request created by makerinternal controlrefreq_school_2026_001approval ready
Jun 15, 1:54 PMpermission_policyPermission check passed; waiting for separate checkerinternal controlperm_refund_school_2026awaiting checker
Jun 20, 12:25 PMact_risk_analystDispute evidence package prepared for provider handoffinternal controlevpkg_school_2026_readyevidence submitted

Notes and audit trail

TypeAuthorNoteLinked objectStatus
Customer-safe replyact_support_specialistReceipt is valid without Epara signup; refund can be requested after verification.EP-RCPT-2026-00041ready
Internal noteact_support_specialistPartial refund requires maker-checker; do not promise money movement before approval.refreq_school_2026_001internal only
Risk noteact_risk_analystEvidence package includes receipt, checkout session, issuer auth, webhook, and support transcript.evpkg_school_2026_readyevidence submitted
Escalation policyescalate_to_finance_if_refund_or_dispute_waits_2h

Lifecycle steps

Each team sees the same case with different responsibilities, without overwriting payment or receipt facts.

ActorActionEvidenceDetailStatus
SupportOpen dispute intaketkt_school_parent_receipt_001Support links the customer question to the receipt, payment, checkout session, and merchant reference.completed
Provider operationsReceive issuer chargebackissuer_cb_school_2026_7781Provider reference creates a chargeback object; ledger is not rewritten by the intake itself.completed
Merchant ownerReview merchant evidenceEP-RCPT-2026-00041Merchant can see the disputed payment, receipt, customer reference, and amount at risk.review required
RiskSubmit evidence packageevpkg_school_2026_readyRisk submits hosted checkout, authentication, receipt, webhook, and support evidence before the due date.evidence submitted
FinanceApply provider decisionchargeback_resolution_pendingIf won, held funds are released. If lost, merchant balance or debt records absorb the final debit.pending

Evidence package

ItemEvidenceOwnerStatus
Receipt issuedEP-RCPT-2026-00041Supportready
Checkout sessioncs_school_2026_001Checkoutready
Issuer authenticationauth_school_2026_001Provider operationsauthenticated
Merchant notificationevt_payment_captured_001Developer opsdelivered
Support transcriptnote_support_school_001Supportready

Money impact

ItemValueStatus
Amount at risk125,000 IQDevidence submitted
Reserve already held6,250 IQDheld
Platform fee at risk2,500 IQDtracked
Final ledger action0 IQDpending provider decision