# Disputes guides

1. To connect to our SFTP, you will first need to contact your Account Manager to provide you with a host, username, and password.

![](https://1991843971-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MGcOwWYO42hhJYXrYx1%2F-MKqiZToefISymE2KJ24%2F-MKqpx8JQksS_SexhhzW%2Fef2a394b-d64d-40b1-bc2e-6454a1da57d8.png?alt=media\&token=291b2057-4e84-41fb-b922-814fb88355d9)

2\. Using the credentials that were created, connect to the SFTP and there will be all your reports, including the disputes report.![](blob:https://primeiropay.atlassian.net/1ffebcfd-90a1-4dea-a91a-45c4b178d3e1#media-blob-url=true\&id=20088b86-3d4c-471f-b1ce-6fa4ce8f8db1\&collection=contentId-1055326213\&contextId=1055326213\&mimeType=image%2Fpng\&name=image-20200409-204908.png\&size=10352\&width=807\&height=28)

![](https://1991843971-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MGcOwWYO42hhJYXrYx1%2F-MKqiZToefISymE2KJ24%2F-MKqq1aIzEIJfCWol8yJ%2F1ffebcfd-90a1-4dea-a91a-45c4b178d3e1.png?alt=media\&token=1e9873bc-9a39-4b96-8a97-178763506a76)

3\. Also you will find a folder named 'DISPUTES': Inside the folder, you will see all files that are uploaded on a daily basis with the following filename structure:

Name of Merchant \_Name of Report ( Disputes)\_ Date when the file was received

4\. Opening the file will display the complete detailed information regarding the disputed transaction: ![](blob:https://primeiropay.atlassian.net/fa41e9f3-3f3b-4845-990d-20e4f41f3be9#media-blob-url=true\&id=dcb4aacf-597d-4009-b139-b183a69d7e26\&collection=contentId-1055326213\&contextId=1055326213\&mimeType=image%2Fpng\&name=image-20200409-205044.png\&size=50547\&width=756\&height=71)

![](https://1991843971-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MGcOwWYO42hhJYXrYx1%2F-MKqiZToefISymE2KJ24%2F-MKqq6MgSZ5OzdzUQ1yS%2Ffa41e9f3-3f3b-4845-990d-20e4f41f3be9.png?alt=media\&token=1fc3d028-a9d4-49fa-9e31-e41357cd0e7f)

5\. Basing on the information provided in this file, it’s now required to build your defense case collecting all evidence that supports your case in a pdf (*7 MB size limit*) and include in the file’s name your *psp reference*. Down below is a list of documents that are needed to dispute a case: 

* 1 - Receipt;
* 2 - All shopper details - Full name, CPF number, email, phone number, address, etc.;
* 3 - Invoice;
* 4 - Copy of Order;
* 5 - Proof of service or product delivery;
* 6 - Screenshot with the transaction details;
* 7 - Shopper's letter assuming he actually made the transaction.

6\. List fully checked? Now, as a final step, upload your PDF to the folder Disputes: home > disputes. Tha file name has to start with the transaction uniqueid: **Uniqueid\_\[optional merchant naming]**![](blob:https://primeiropay.atlassian.net/e215e6f7-ee7b-46e8-8f16-2acb618852bf#media-blob-url=true\&id=4ed4e0db-375b-4793-a982-df17c3208a0f\&collection=contentId-1055326213\&contextId=1055326213\&mimeType=image%2Fpng\&name=image-20200409-204706.png\&size=8214\&width=807\&height=33)

![](https://1991843971-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MGcOwWYO42hhJYXrYx1%2F-MKqiZToefISymE2KJ24%2F-MKqqA0Z-Jb0mk2Tj2Qt%2Fe215e6f7-ee7b-46e8-8f16-2acb618852bf.png?alt=media\&token=c80f5132-72b4-41df-880f-17d495563304)

7\. As the cases get analyzed and closed, the outcome of the dispute will be found in the list of transactions in the same spreadsheet (Dispute Report), underneath a column named: Final Outcome.\ <br>

**Easy, right? Here is some additional information:**

\
• Our acquirer takes up 90 days to send us a feedback on the outcome.\
• Your defenses will always have one of the following statuses:

\
**Open:** chargeback is still pending to be disputed (7 days to defend a case).\
**Win:** Merchant won the defense, the debit won't be charged from your balance.\
**Lose:** The shopper will pay the debit, which will be settled and can be found in the settlement report.