API DevelopmentDisputes

Manage disputes in the Business Hub

Merchants can manage disputes via the Cash App Afterpay Business Hub, which provides centralized tools for dispute handling and reconciliation. In the Business Hub, merchants can:

  • View and filter open disputes
  • Accept and challenge disputes
  • Submit supporting documentation without contacting Cash App Afterpay customer service
  • Export settlement, disputes, and reconciliation reports
  • Customize email notification settings for disputes

This allows merchants to save time managing disputes, improve internal coordination and transparency, and reduce unnecessary conversations with Cash App Afterpay.

Customers can open, manage, and track disputes directly from the Cash App Afterpay customer portal. They can accept and reject a merchant’s response, and cancel a dispute if they receive their order.

Merchant experience

  1. Merchant receives an email notification that a new dispute has been opened.

  2. Merchant can view the new dispute, and all other open disputes, in the Cash App Afterpay Business Hub.

  3. Clicking on “Review Detail” next to each dispute displays more information about the dispute.

  4. Merchant can accept the dispute, challenge it, or notify Cash App Afterpay that a refund has already been issued.

  5. When a merchant challenges a dispute, they add supporting documentation, which is included in the response back to the customer.

  6. If a merchant accepts, or does not respond within 13 days, to a dispute, Cash App Afterpay refunds the customer and initiates a reversal with the merchant.

  7. If there is no resolution between the customer and merchant, Cash App Afterpay adjudicates the dispute and rule in either party’s favor based on the available evidence.

  8. Merchant receives confirmation of dispute outcome in the Business Hub.

Customer experience

  1. A customer selects the relevant order in the customer portal and clicks “Goods Not Received.” Customers may only raise a dispute 7 days after the payment is captured. After 120 days, they can no longer raise a dispute.

  2. The customer is prompted to contact the merchant directly before submitting a dispute through Cash App Afterpay.

  3. The customer submits information about the dispute, confirms the dispute amount, and is invited to submit evidence along with the dispute ticket.

  4. A pop-up, as well as an email notification, is sent to confirm receipt of the dispute.

  5. The dispute is sent to the merchant, and customers can monitor progress through the Cash App Afterpay Customer Portal.

  6. Once the merchant has replied, customers can accept or reject the merchant’s decision, or cancel the dispute if their order arrives.

Cash App Afterpay’s role

If a dispute decision is rejected by the customer, Cash App Afterpay can:

  • Adjudicate disputes that remain unresolved between merchants and customers
  • Debit settlement funds from unresponsive and at-fault merchants to refund customers for non-delivery of goods