If you’ve reported a transaction dispute, you can easily track its status and understand what to expect while it’s being reviewed.
1. Check the status of your dispute
Once a dispute is reported, a ticket ID (e.g SP-12345) is created for it. This allows our team to investigate the issue and keep track of updates.
Your dispute may appear with one of the following statuses:
In Progress – The dispute has been received and is currently under review.
Resolved – The investigation has been completed, and the issue has been addressed.
Closed – The dispute has been concluded based on the outcome of the investigation.
2. Provide additional details if requested
To investigate properly, we may ask for more information, such as:
The transaction receipt
Beneficiary account details
A screenshot or screen recording of the issue
A brief explanation of what happened
Sharing the information you requested promptly helps us review your case faster.
3. Understand how the investigation works
Our team reviews the transaction details and may also contact the receiving bank when necessary.
For example, if the dispute involves a recall request, the receiving bank must confirm with the beneficiary before the funds can be returned. Successful recalls depend on:
The beneficiary’s consent, and
The availability of funds in the beneficiary’s account.
4. Wait for updates from the support team
While the investigation is ongoing, the status will remain In Progress until the review is completed. Once there is an update, our team will reach out with the outcome.
5. When a dispute is no longer required
If you later discover that the issue has been resolved (for example, the beneficiary receives the funds or the amount is reversed), simply let us know, and we will cancel the dispute request.