Mercado Pago
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How to manage chargebacks disputes?

A dispute occurs when you want to argue the chargeback claim with supporting information that validate and ensure that the product was delivered in compliance.

All the information necessary to manage chargeback disputes made can be found here:

  1. Configure Webhooks or IPN notifications on your dashboard and enable the Chargebacks option.

  2. Check all the information related to a chargeback using the Get chargeback request. Access the complete information through the API Reference for the Mercado Pago solution you are integrating.

    1. Check whether the chargeback can be covered using the coverage_eligible field. Regardless of the value returned in documentation_required, always submit supporting documentation to substantiate the chargeback dispute and demonstrate the validity of the sale.
For cases eligible for coverage, proceed while the submission deadline remains open. Supporting documentation is always required and does not depend on the documentation_required field.
  1. Submit the documents that prove the validity of the sale using the following API method:
curl
curl -X POST  \
-F 'files[]=@/path/to/file/file1.png' \
-F 'files[]=@/path/to/file/file2.pdf' \
-H 'Authorization: Bearer <ACCESS_TOKEN>' \
-H 'X-Caller-Id: <YOUR_SELLER_ID>' \
https://api.mercadopago.com/v1/chargebacks/ID/documentation
Important
Files can be .jpg, .png or .pdf and should not exceed 10mb overall.

If the documentation has been successfully uploaded, the API will answer with 200 OK, and the documentation_status value will change to review_pending.

  1. Upon resolution, a new IPN or Webhook notification will be sent so that you can verify the case. Check the dispute using the Get chargeback endpoint. Access the complete information through the API Reference for the Mercado Pago solution you are integrating. The coverage_applied value could have taken on one of the possible values:
ValueDescription
trueShows that the decision was for the seller and the money is refunded.
falseShows that the decision was against the seller and the money is discounted.
PreviousHow to prevent a payment from being charged backFind information on how to decrease the likelihood that a payment will turn into a dispute.
NextRefunds and cancellationsSee instructions and links to the APIs required to perform a refund and cancel a purchase from your store.