How to Raise a Dispute

If a payment didn't go as expected—you were charged but your order wasn't delivered, or a customer claims they paid but their account shows no debit—you can raise a dispute through 100Pay.

When should you raise a dispute?

• A payment was debited from your account but never confirmed on the merchant side.
• You were charged twice for the same transaction.
• A refund you requested was not processed.
• A customer initiated a chargeback on a legitimate transaction.

What you'll need

Before raising a dispute, gather:

• Transaction reference number (found in Business → Transactions or your email receipt)
• Date and time of the transaction
• Amount and currency
• Evidence of the issue (screenshots, order confirmations, email threads)

How to raise a dispute

Via the dashboard

1. Go to Business → Transactions.
2. Find the transaction in question (use the search or filter by date).
3. Click the transaction to open its detail view.
4. Click Raise a Dispute (available for eligible transactions).
5. Select a dispute reason from the dropdown:
   • Payment not received
   • Duplicate charge
   • Refund not processed
   • Unauthorised transaction
   • Other
6. Describe the issue in the text field and attach any supporting files.
7. Click Submit Dispute.

Via support

If the in-dashboard option is unavailable, contact us directly:

• Email: [email protected]
• Subject line: Dispute – [Transaction Reference]
• Include all the details listed above.

Dispute timeline

| Stage | Typical duration | |---|---| | Dispute submitted | Immediate | | Initial review | 1–2 business days | | Evidence gathering | Up to 5 business days | | Resolution | 5–10 business days total |

Note: Blockchain transactions (crypto payments) are irreversible by nature. Disputes for crypto payments are reviewed under our specific crypto dispute policy.

Refunds

If a dispute is resolved in your favour (or if you're a merchant initiating a refund to a customer):

• NGN refunds are credited to the original payment source within 3–5 business days.
• Crypto refunds are processed to the sender's wallet address within 24–72 hours.

Frequently asked questions

Can a customer dispute a payment directly?
Customers should contact the merchant first. If unresolved, they can email [email protected] with their transaction reference.

What happens to funds during a dispute?
Funds may be temporarily held in escrow while the dispute is under review—neither party can withdraw them until a decision is made.

What if my dispute is rejected?
You can request a second review by replying to the dispute email with additional evidence.