To dispute a failed but debited Direct Debit transaction on the Mono dashboard, you can follow the guide below.
Navigate to the transactions section on the dashboard, and use the filter to find the desired failed transaction.
Open one of the failed transactions to view the transaction details. On the top right-hand side of the screen, you will see the ‘Dispute’ button
Click on the dispute button, and the Dispute transaction widget will pop up.
Insert the proof of dispute, for example, a transaction receipt, and from the dropdown for reasons, choose failed but debited, and click Confirm.
You will see a ‘dispute was logged successfully’ message after clicking confirmed and the transaction status should change to ‘disputed’.
Using the filter, you are able to see transactions that have been disputed, and once they are resolved (no debit confirmed) or reversed (reversal confirmed), the transaction statuses will be updated.
Note: Partners and customers will also receive email updates when the disputed transaction has been escalated to NIBSS and the bank, and when the dispute has been resolved or reversed.