Definition and rules

A cardholder contestation is a dispute initiated by a cardholder (debit or credit card) regarding a transaction on their card statement. He think there is an issue with the transaction and want it to be investigated and potentially reversed.

❗️

A cardholder have 13 months to contest a cardpayment. Once this period passed, the customer can no longer dispute the payment.

How the process works:

1. Cardholder identifies a problem in his payment: It can be one of the problem described above.
2. Cardholder initiates the contestation: The cardholder contacts his bank and reports the disputed transaction.
3. Bank investigates: The bank investigates the claim by contacting the merchant and reviewing relevant information and constitutes a contestation folder.
4. Communication through FEST messages: Depending on the system used by the bank, FEST messages (particularly FEST SMC) might be used to communicate the details of the dispute electronically. The FEST SMC message would detail the nature of the dispute and the desired resolution.

📘

A dispute can involve either a credit or debit transaction; however, the most common scenario is the dispute of a debit transaction.
For this reason, the following content focuses on this specific use case.

Preparation of the dispute file and dispute analysis

sequenceDiagram
Title: Card dispute
autoNumber
Actor User
Participant Merchant
Participant Merchant Bank
Participant BPCE Premium
Participant XPO
Participant Partner

User -->> Merchant : card operation

alt Direct dispute to BPCE Premium
User -->> BPCE Premium : dispute through Majorel
else Dispute with the partner
User -->> Partner : dispute requested
Partner -->> BPCE Premium : dispute
end

BPCE Premium -->> BPCE Premium : dispute analysis

alt dispute accepted
BPCE Premium -->> XPO: FESTSMC
else dispute refused
BPCE Premium -->> User: Letter of refusal
end

A dispute may be rejected for various reasons, such as:

• The deadline for filing has passed.
• The dispute is not applicable because the payment was made using strong authentication.

Dispute accepted, client refunded (new behavior)

sequenceDiagram
Title: Card dispute
autoNumber
Actor User
Participant Merchant
Participant Merchant Bank
Participant BPCE Premium
Participant XPO
Participant Partner


BPCE Premium -->> XPO: FESTSMC
XPO -->> XPO: Create a Card Dispute {CardDisputeId} <br/> between user account and PL account.

XPO -->> Partner: callback CardDisputeCreatedOrUpdated

Partner -->> XPO: GET /api/v2.0/card-operations/disputes/{cardDisputeId}

Chargeback to the merchant

If BPCE Premium determines that the fault lies with the merchant, it can issue a chargeback with the aim of recovering the funds from the merchant's bank.

sequenceDiagram
Title: Card dispute
autoNumber
Actor User
Participant Merchant
Participant Merchant Bank
Participant BPCE Premium
Participant XPO
Participant Partner

Note over BPCE Premium, XPO: If the dispute appears <br/> attributable to the merchant

BPCE Premium -->> Merchant Bank: chargeback
Merchant Bank -->>  Merchant Bank : accepted
Merchant Bank -->>  BPCE Premium: chargeback accepted 
BPCE Premium -->> XPO: FESTOPME
XPO -->> XPO: CardOperation {"cardOperationType": "CreditAdjustment"}

XPO -->> Partner: callback CardOperationCreatedOrUpdated <br/> {"cardOperationType": "CreditAdjustment"}

Webdesk

The card dispute is available on the webdesk, named "Contestation carte".A link is created with the initial operation when this information is available.

Technical aspects

Callback CardDisputeCreatedOrUpdated

{
  "CardDisputeId": "222a3d0a-4a3b-40a2-9ba6-826b6f68627a",
  "CardDisputeCreationDate": "2024-09-23T17:46:26Z",
  "InitialCardOperationId": null,
  "Amount": 
   {
   "Value": "31,78",
    "Currency": "EUR"
    },
  "CreditedAccountId": "CC",
  "DebitedAccountId": "PEP-Agent",
  "CardDisputeDetails" :
  {
    "DisputeTriggerEvent": "Settlement_Client_Account",
    "DisputeFileId": "E165282409201155",
    "DisputeNature": "UnauthorizedBillingDispute"
    }
}

GET Card dispute

{
  "cardDisputeId": "DF52BB10-ED3B-4809-B8A8-24EA69296CF8",
  "cardDisputeCreationDate": "2024-11-19T22:30:11.294Z",
  "initialCardOperationId": null,
  "status": 'Completed',
  "amount": {
    "value": "36.15",
    "currency": "EUR"
  },
  "creditedAccountId": "E8A94808-0C20-4AEC-B10E-ADF6FF1D9F5F",
  "debitedAccountId": "8D5E76E1-99F4-4A2E-A36F-AA34862D3C6D",
  "cardDisputeDetails": {
    "disputeTriggerEvent": "Settlement_Client_Account",
    "disputeFileId": "4003988E531799EE",
    "disputeNature": "Information"
  }
}

How to test

Xpollens does not provide a simulator for your use. Consequently, you will need to submit a request to your Customer Integration Manager.

FAQ