A dispute is a formal request raised by a merchant to report, investigate, and resolve an issue related to a transaction. Merchants can create a dispute when a transaction does not occur as expected, when there is a disagreement regarding a payment, or when further investigation is required. Common reasons for raising a dispute include:
  • Unauthorized transactions
  • Duplicate transactions
  • Incorrect amounts charged
  • Failed service delivery
  • Account debited but payment not received by the intended recipient
  • Transaction status inconsistencies
  • Refund or reversal issues
  • Bill payment issues
  • Technical or processing errors
When submitting a dispute, merchants should provide accurate transaction details and any relevant supporting information that can assist with the investigation. Supporting documents can be attached to provide additional context and help validate the claim. For more information on supported evidence types, see the Dispute Document Types page. Once a dispute is created, it enters the OneKhusa dispute resolution workflow. The OneKhusa team reviews the dispute, validates the transaction details and supporting evidence provided, and determines the appropriate resolution. Each dispute is tracked throughout its lifecycle, allowing merchants to monitor progress while ensuring transparency, accountability, and a complete audit trail.