PayPal Dispute Configuration

PayPal Dispute Configuration lets you control how you receive notifications about PayPal disputes. Notifications can be delivered via email, postbacks, or both, and can be triggered by specific events—such as when a dispute is created, updated, requires a response, or is resolved. This automation helps you stay informed and respond efficiently, reducing the risk of missed deadlines or unresolved cases.

Dispute Mitigation Options

The Dispute Mitigation Options tab allows you to automate customer refunds based on predefined criteria. This feature helps you resolve disputes faster, with less manual effort—reducing workload and improving response time.

You can configure automatic reversals based on:

• Transaction amount – For example, automatically refund all disputes under a specific dollar threshold, such as $25.

• Dispute reason – Automatically refund disputes that match selected reasons (e.g., duplicate transaction, item not received).

• Pre-chargeback alerts – Enable automatic refunds in response to early warnings received when a customer contacts their card issuer about a potential dispute before a formal chargeback is filed.

Dispute Notification Configuration

The Dispute Notification Configuration tab allows you to choose which PayPal dispute events trigger alerts—such as when a dispute is created, updated, requires a response, or is resolved. You can also specify how to receive these notifications: by email, postbacks, or both.

Configuring Notification Settings

To set up your PayPal Dispute Notification preferences:

1. Log into the Segpay Merchant Portal: https://mp.segpay.com/

2. Navigate to PayPal Dispute Console > Dispute Configuration.

   
   

3. Select the appropriate Account, then click Dispute Notification Configurations.

   

4. Choose the dispute statuses you want to be alerted about (see Dispute Notification Statuses).

   

5. Select your notification delivery method: Email, Postbacks, or Both (see Dispute Notification Delivery Methods ).

   

   • Notification via Email: Enter one or more email addresses separated by a comma.

   • Notification via Postbacks: To use this feature, you must create a PayPal Dispute Postback in the Merchant Portal by navigating to My Websites > Manage Postbacks.

6. Click Save.

Dispute Notification Statuses

You can receive alerts for the following dispute events:

Dispute Status	Definition
Dispute Created	Triggered when a customer files a PayPal dispute for reasons like unauthorized charges or non-delivery.
Dispute Updated	Indicates new information has been added to a dispute. Often requires a follow-up or review.
Dispute Needs a Response	Merchant action is required within a time window (typically 3–30 days). Failure to respond may result in loss.
Dispute Resolved	The case has been closed and a final decision has been made.

Dispute Notification Delivery Methods

You can choose how to receive dispute notifications—either by email, postback, or both, depending on your business needs.

Email Notifications

If you selected "Notification via Email," you will receive an email for each dispute status you selected. Each message includes the following information:

• Subject Line: Reflects the dispute status (e.g., "DISPUTE UPDATED")

• Email Contents:Case Number, Internal Dispute ID, Created On, PayPal Invoice Number, Transaction ID, Account Type, Dispute Reason, Current Status, Amount, Dispute Stage, Dispute Channel, Response Due Date

Postback Notifications

If you selected "Notification via Postbacks," you'll receive a postback for each dispute status you selected.

Example PayPal Dispute Notification Postback:

Configuring PayPal Dispute Postbacks

To receive PayPal dispute notifications via postbacks, you'll need to also configure PayPal Dispute postbacks. You can set up two different postbacks if you need to send notifications to separate systems. Once configured, assign the postback to the appropriate package.

To create and assign a PayPal Dispute postback, follow these steps:

1. Navigate to My Websites > Manage Postbacks

   

2. Add a new postback or Edit an exiting one.

3. Scroll to the “PayPal Dispute Postbacks” section on this page.

4. Click one of the "Dispute Notification" options to reveal the postback configuration screen.

   

5. Configure the postback by filling in the required information:

   

   1. URL: Enter the endpoint where Segpay will send the postback.
      Example: www.myserver.com/MyScriptName.php

   2. Expected Response: Enter text that indicates a successful postback such as “GOOD” or “OK.”

   3. Error Response: Enter text that indicates a failed postback such as “BAD” or “ERROR.”

   4. Failed Postback Notification Options: Enter an email address to receive notifications for failed postbacks. This is required if “Retry Postback” is enabled.

   5. Retry Postback: Check this box to initiate a reattempt to deliver a notification in the event that the initial delivery fails due to technical difficulties.

   6. Password Protected Scripts: If the script resides in a password-protected area, enter the domain URL along with the corresponding username and password required for access.

6. Click Save.

7. Add the postback to the package you want to receive PayPal Dispute notifications for by navigating to My Websites > Manage Packages.

Available PayPal Dispute Postback Variables

The variables listed in the table are included by default in postback notifications, but you can customize them as needed. The ACTION variable identifies the type of notification your system receives.

Parameter	Description	Type	Available Data
Action	PayPal Dispute Action that triggers the postbacks	String	DisputeCreated, DisputeUpdated, DisputeNeedsResponse, DisputeResolved
DisputeCreateDate	Date Dispute Created	String
DisputeUpdateDate	Date Dispute was Updated	String
DisputeDueDate	Date Dispute needs a response by	String
DisputeResolvedDate	Date Dispute is resolved	String
DisputeID	Dispute ID assigned by PayPal	String
DisputeStage	Indicates Dispute Life Cycle	String	Inquiry, Chargeback, Pre-Arbitration, Arbitration
DisputeChannel	Indicates Type of Dispute	String	Alert, Internal, External
CurrentStatus	The current status of the dispute	String	Resolved, UnderReview, WaitingForSellerResponse, WaitingForBuyerResponse
OutcomeCode	The outcome of the Dispute	String	ResolvedBuyerFavor, ResolvedSellerFavor, ResolvedWithPayout, CanceledByBuyer, Open
DisputeReason	Reason that the dispute was filed	String	MerchandiseOrServiceNotReceived, MerchandiseOrServiceNotAsDescribed, Unauthorized, CreditNotProcessed, DuplicateTransaction, IncorrectAmount, PaymentByOthermeans, CanceledRecurringBilling, Other
billaddr	Consumer’s billing street address. Collected on the pay page or passed to Segpay.	String
billcity	Consumer’s billing city. Collected on the pay page or passed to Segpay	String
billcntry	Consumer's billing country (two-character ISO code). Collected on the pay page or passed to Segpay.	String
billemail	Consumer’s e-mail address.	String
billname	Consumer’s e-mail address.	String
billnamefirst	Consumer's first name.	String
billnamelast	Consumer’s last name.	String
billphone	Consumer's phone number. Collected on the pay page or passed to Segpay.	String
billstate	Consumer’s billing state. Collected on the pay page or passed to Segpay.	String
purchaseid	Purchase ID of the transaction.	String
transguid	Used for Instant Conversions. Segpay assigned the Global Unique Identifier (GUID) to the transaction.	String
tranid	Transaction ID.	String
transamount	The amount of the transaction	String