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Disputes

When the debtor contests a charge — "I already paid", "I don't recognize this", "the amount is wrong" — continuing to collect is the worst possible move: it wears down the relationship, exposes the company legally and contaminates the evidentiary trail. That is why the dispute is a first-class object in the system: opening a dispute pauses the collection rule instantly and freezes every pending send, before any analysis.

Dispute list

The 7 dispute types​

TypeSituation
Already paid (already_paid)The debtor claims the debt is settled
Not recognized (not_recognized)Denies the debt's existence/origin
Wrong amount (wrong_amount)Questions the amount charged
Service not provided (service_not_provided)The invoiced service was not delivered
Incorrect invoice (incorrect_invoice)Problem with the invoice (nota fiscal)
Wrong recipient (wrong_recipient)The boleto went to another person/department
Other (other)Any other reason, described in the statement

The dispute can be full (the entire debt) or partial (a specific contested amount — the rest remains owed).

What happens on opening​

When a dispute is opened (from the Disputes screen, via the API or from a debtor contact), the system immediately:

  1. Pauses the collection rule — the charge's enrollment becomes paused with reason dispute_opened; scheduled and queued sends are suppressed.
  2. Creates a typed suppression (dispute) scoped to the debt — even if someone tries to fire something manually, the compliance engine vetoes it.
  3. Records it on the customer's timeline and in the audit trail (who opened it, type, contested amount, statement).
  4. Emits the dispute.created webhook to your systems.

Only one open dispute per charge exists: trying to open another returns the existing one, without duplicating effects.

Resolution SLA​

Every dispute is born with a 5-day SLA (deadline customizable at opening). The dispute list shows the remaining time — and highlights disputes with a breached SLA. A stalled dispute is a stalled debt: nobody collects while it lives, so the SLA is your mechanism to keep the team from letting disputes age.

Each dispute can have a designated assignee (a member of your organization), shown on the dispute screen.

Dispute states​

open ──► under_review ──► resolved_valid  (procedente)
  │            │     └──► resolved_invalid (improcedente)
  └────────────┴────► canceled
  • Open (open) — just registered, rule already paused;
  • Under review (under_review) — someone took over the investigation ("Start review");
  • Upheld / Rejected — decision made; see the effects in Resolution;
  • Canceled (canceled) — the dispute was withdrawn (e.g. opened by mistake); the suppression is revoked and the rule resumes from where it stopped.

Documents and evidence​

The dispute accepts attached documents (proofs of payment, contracts, service orders) and a statement from the debtor. Gather everything before deciding: the reasoned decision and the evidence stay in the evidentiary trail — the material that sustains the collection if the discussion turns into a lawsuit.