Disputes resolution#

Dispute Sources#

The XGateway service is robust and reliable; in the vast majority of cases, there is no need to use a dispute mechanism.

XGateway Crypto Payments disputes are not expected under normal operation. The blockchain serves as the final source of truth for resolving any discrepancies or miscommunication. In exceptional cases, issues may arise; however, customer support requests are typically resolved without the need to initiate a formal dispute process.

In the case of SEPA Secure, the transfer of funds is handled by a banking partner, which acts as the final source of truth. The process is designed so that funds are either returned or successfully accepted. Customer support requests are also typically resolved without the need to utilise a dispute mechanism.

However, Alternative Payment Methods may occasionally generate cases where manual intervention is required.

Disputes of Failed Deposits#

XGateway Alternative Payment Method invoices usually come with a 30-minute expiration period (occasionally extended by the payment agent by an additional 30 minutes). A transaction is categorized as successful if the customer settles the invoice within this timeframe.

If the customer fails to make the payment before the invoice expires, the invoice is labeled as failed.

Occasionally, delays occur in receiving customer payments. These delays may arise because the customer’s bank conducts additional (compliance) checks, or because the customer mistakenly sends the payment after the invoice has expired, among other possible reasons.

Under these circumstances, the customer may contact XGateway support to initiate a dispute process, prompting the team to investigate the case. This involves providing evidence that the payment was executed and requesting a status change for the invoice in question from failed to successful.

If the dispute is resolved in favor of the customer, the recommended method for processing the payment is for XGateway to initiate a new success callback and inform the merchant of the successful deposit.

In such cases, XGateway will send a success callback after a failure callback. The structure of the callback will be the same.