Disputes information for merchants

Consumer disputes

Disputes raised via the Consumer's Bank for and on behalf of their customers. Consumer disputes typically include recalls for Error payments, Overpayments or Mistaken Internet Payments (MIPS), traces to confirm whether funds were received, and fraud related concerns.

Resolution path

Bank raises dispute via the NPP Disputes portal
Dispute received by Azupay via our Banking Partner, Cuscal
Azupay conducts initial review and investigation
Azupay engages relevant Merchant via Azupay Jira disputes portal
Merchant investigates the matter and provides findings to Azupay, who communicate the outcome to the relevant bank

Consumer dispute categories

Consumer dispute type	Raised by	Typical scenarios	How it is handled	Notes
Standard recall of funds	Originating Financial Institution	Duplicate Overpayment, duplicate Error overpayment, payment repeated in error, mistaken internet payment	Required transaction information is provided, and confirmation sought on whether funds will be refunded. Response relayed back to the originating institution via Cuscal.
Fraud or scam disputes	Originating Financial Institution	Request to hold funds, Solicited Payment return, fraudulent origin, suspicious activity notification	Case reviewed to confirm whether funds are recoverable. If no funds remain, response may be recorded as nil recovery. KYC information required.	Includes both fraud and scam related reports.
Mistaken internet payment	Originating Financial Institution	Funds transferred to the wrong account in error	Follows the standard recall process	Rare in practice.

Merchant disputes

Raised directly by a merchant, typically relating to refund queries where funds are reported as not received. These cases may involve tracing payments or initiating a recall where required.

Resolution path

Merchant raises dispute ticket via Jira Disputes Portal: Raise a Dispute - Dispute Resolution - Jira Service Management
Azupay acknowledges receipt within 1 business day via Jira disputes portal
Azupay submits the dispute to the relevant OFI via the Cuscal portal for review and resolution
Financial Institution investigates and resolves the dispute accordingly