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.
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, orAccess 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_datevs 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
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