# Refunds & Disputes

Zotlo allows you to manage refunds for any payment and provides clear visibility into dispute outcomes. Chargebacks do **not** appear as a live “dispute state” in the Dashboard, Zotlo updates the payment once the dispute is finalized by the bank or intercepted by a preventer service.

## **Refunds**

You can issue **full or partial refunds**. Refunds can be initiated from the **Payment Details** page, the **Subscription Details** page, or via the [**Refund API**](https://docs.zotlo.com/integrating-zotlo/api-reference/payments-endpoints/refund-payment).

### **Refund behavior**

* Refunds are always processed using the **original transaction amount and currency**.
* A refund **does not modify** historical billing records.
* Partial refunds **do not cancel** subscriptions unless you explicitly cancel them.
* Refunding a renewal charge may cancel the subscription depending on the rules.

### **Access control after refund**

Refunds do **not automatically** change user access. Your app decides whether:

* Access continues until `expire_date`, or
* Access stops immediately after refund

## **Chargebacks (Disputes)**

### **How chargebacks appear**

Zotlo does not display a separate “dispute” status. Instead:

* If a chargeback is finalized by the bank, the payment is marked as **Refunded**.
* The refund reason shows one of the following:
  * **chargeback\_dispute** : The bank reversed the payment
  * **chargeback\_prevented** : A chargeback preventer service stopped the dispute before it reached the bank

This gives full transparency while keeping the interface clean and consistent.

### **Subscription impact**

* If a chargeback is finalized → the related subscription generally becomes **canceled**
* All access rules remain controlled by your application (`expire_date` vs immediate block)

## **Who Handles the Dispute?**

### **MoR Model**

When Zotlo is the **Merchant of Record**:

* Zotlo handles the entire dispute process with the bank/PSP
* Zotlo manages chargeback responses
* Zotlo updates payment status & reason after the dispute is resolved
* No action is required from the merchant

### **Connected PSP Mode**

When the merchant uses their **own PSP account**:

* Dispute handling is the merchant’s responsibility
* The PSP will notify the merchant directly


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.zotlo.com/features/customer-management/refunds-and-disputes.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.