Dispute Prevention (RDR)

Automatically prevent disputes and lower your dispute rate.

Purpose

RDR (Rapid Dispute Resolution) automatically resolves eligible cardholder complaints before they become formal disputes.

In TrustPay, an RDR record represents a result already completed by the card network or service provider. It is not a task asking the merchant to refund the transaction again.

Current RDR Result

RDR cases are presented as:

Field	Value	Meaning
`prevention_status`	`prevented`	The case was prevented from becoming a formal dispute
`refund_status`	`refunded`	The provider completed the automatic refund
`action_required`	`false`	No merchant response is required

Information Available to the Merchant

The Dispute Prevention page may show:

provider case ID and CAID;

related merchant and platform order numbers;

original transaction amount and prevented amount;

masked card number and ARN;

reason code, issuer, and merchant descriptor;

occurrence, resolution, and received times;

alert fee and fee status.

The prevented amount uses the provider resolution amount when available. Otherwise, TrustPay falls back to the related paid amount or original transaction amount for display.

Funds and Refund Boundaries

For an RDR case:

the card network or service provider completed the automatic refund;

TrustPay does not call the normal refund API again;

TrustPay does not create another formal refund for the same RDR event;

TrustPay does not deduct merchant funds a second time for the same provider result;

the merchant must not refund the same case again.

RDR does not create a formal pending, won, or lost Dispute and does not enter the evidence or response workflow.

Fee and Callback

RDR uses the Dispute Alert billing and callback mechanism:

callback type = 7;

warning_type = rdr;

merchant idempotency key alert_id;

callback sent after successful alert-fee billing.

See Dispute Alert Callback for the complete payload.

If a Formal Dispute Arrives Later

RDR and a formal dispute are independent records. If the same order later receives a formal dispute:

the RDR record remains as the prevention result;

TrustPay creates a separate formal Dispute;

the merchant handles the new case in Dispute Management;

the RDR alert fee and formal dispute processing fee are separate and may both occur;

the RDR record is not converted into the formal Dispute.

Merchant Checklist

Treat the case as already refunded and prevented.

Review the prevented amount, CAID, and alert fee.

Do not submit another refund.

If a formal Dispute later appears, handle it as a separate new case.

Dispute Alert

Dispute Alert Callback

Dispute Enums

Dispute Management

Dispute Prevention (RDR)

Purpose#

Current RDR Result#

Information Available to the Merchant#

Funds and Refund Boundaries#

Fee and Callback#

If a Formal Dispute Arrives Later#

Merchant Checklist#

Related Documents#