Disputes resolution
Last updated
Last updated
The XGateway service are robust and reliable, in the majority of cases there is no place for disputes mechanism to be used.
XGateway Crypto Payments do not have a place for disputes. There is a final source of truth for any miscommunication - a blockchain. Any requests to the customer support are usually resolved without utilising the disputes mechanism.
In case of SEPA Secure the transfer of funds is done using a banking partner, which plays the role of the final source of truth. The process is build in such a way, that the funds are either bounced back or successfully accepted. Any requests to the customer support are also usually resolved without utilising the disputes mechanism.
However the the Alternative Payment Methods sometimes may generate cases, where manual intervention is needed.
XGateway Alternative Payment Methods invoices usually come with a 30-minute expiration period (occasionally extended by the payment agent by an additional 30 minutes). The transaction is categorised as successful if the customer settles the invoice within this timeframe.
Note, that for Alternative Payment Methods the default 15 minutes limit is overrode. The rules of the payment partner are applied.
If the customer fails to make the payment before the expiration of the invoice timer, the invoice is labelled as failed.
Occasionally, delays occur in receiving customer payments. These delays might arise because the customer's bank conducts additional (compliance) checks, or the customer might mistakenly send the payment after the expiration time of the invoice has passed, among other potential reasons.
Under these circumstances, the customer has the option to contact XGateway support and initiate a dispute process to make the team investigate the case. This involves providing evidence that the payment was indeed executed and requesting a status change for the invoice in question from failed to successful.
If the dispute is resolved in favour of the customer, the recommended method for processing the payment involves XGateway initiating a new success callback and informing the merchant about a new successful deposit.
In such case, XGateway will send a successful callback after a failure callback. The structure of the callback will .