You can now report transaction issues or disputes for failed or abandoned transactions directly from your Mono dashboard.
To dispute a transaction on the Mono dashboard, you can watch this short video or follow the guide below.
Log in to the Mono dashboard, navigate to the Payments tab on the sidebar, and select Transactions from the drop-down.
A dispute can be initiated from either the transactions table or the transaction details page of a failed/abandoned transaction.
To initiate a dispute from the transactions table, click on the (...) icon of the transaction. A dropdown with the option to view details or dispute will come up; Click dispute.
To initiate a dispute from the transaction details page of a transaction, click on the "Dispute" button at the top right corner of the screen.
You will be prompted to upload proof of the dispute i.e The transaction receipt and to select the reason for the dispute, i.e. Failed but debited, abandoned but debited or Other. After entering the necessary details, click the "Confirm" button.
You will receive a notification informing you that your dispute has been successfully logged.
Disputes are typically processed within 2-5 days from when it was raised and it can either be accepted or rejected. When a dispute is:
Rejected: It means the transaction was not successful and the customer can file a chargeback with their bank.
Accepted: It means the transaction was successful and a reversal is initiated instantly.