Disputes on marketplace orders

RekberPay's mediation team decides every marketplace dispute. You open it for the buyer or the seller, add evidence, and follow the outcome by webhook. You never decide it yourself.

Who can open a dispute

Who	How
You, for the buyer or the seller	POST .../dispute with raised_by
The buyer, signed in on RekberPay	From the order on RekberPay
The buyer, after your confirm	Bukan saya, ajukan sengketa in the email, then the same button on the release notice page

A milestone can be disputed while it is paid, shipped or release_pending. Earlier or later answers 409 INVALID_STATE.

1. Open the dispute

curl -X POST "https://api.rekberpay.com/v1/enterprise/platform/deals/$DEAL_ID/milestones/$MS_ID/dispute" \
  -H "Authorization: Bearer $REKBERPAY_WORKSPACE_KEY" \
  -H "Idempotency-Key: $(uuidgen | tr 'A-Z' 'a-z')" \
  -H "Content-Type: application/json" \
  -d '{
    "reason": "The lens mount is cracked. Photos sent to the seller on 21 October.",
    "raised_by": "buyer"
  }'

• reason is 10 to 700 characters, without < or >. raised_by is buyer or seller.
• The milestone becomes disputed, and the deal disputed.
• Every timer stops: the time left on the automatic release (or on your pending confirm) is kept, and auto_release_at and release_at are cleared. Nothing can be released while the dispute is open.
• A pending partner confirm is cancelled. The dispute.opened event says so with release_cancelled: true.
• The buyer and the seller get an in-app notice (live mode only).

2. Add evidence

Send a short statement and the files that support it. Only RekberPay's mediation team sees them; they never show in your document list.

curl -X POST "https://api.rekberpay.com/v1/enterprise/platform/deals/$DEAL_ID/milestones/$MS_ID/dispute/evidence" \
  -H "Authorization: Bearer $REKBERPAY_WORKSPACE_KEY" \
  -H "Idempotency-Key: $(uuidgen | tr 'A-Z' 'a-z')" \
  -F "note=Buyer photos of the cracked mount, and the courier receipt." \
  -F "[email protected]" \
  -F "[email protected]"

{ "success": true, "data": { "milestone_id": "4f5a6b7c-8d9e-4fa0-b1c2-d3e4f5a6b7c8", "status": "disputed", "files_added": 2 } }

• multipart/form-data with one note part (3 to 700 characters, without < or >) and 1 to 5 parts named files.
• JPG, PNG, WebP or PDF, 10 MB each. RekberPay checks the real file type, re-encodes images and cleans PDFs. At most 50 files per dispute (409 EVIDENCE_LIMIT_REACHED).
• Only while the dispute is open (409 NOT_DISPUTED).
• Use a new Idempotency-Key for every upload. The key is bound to the milestone, not to the files, so a reused key replays the first answer and stores nothing new.

3. The decision

The mediation team reads both sides and decides. A large decision needs a second RekberPay administrator before it takes effect. You get dispute.resolved with outcome and the amounts. A release also sends milestone.released; a refund or split sends no other event, so dispute.resolved is the one to act on.

outcome	Milestone after	Where the money goes
release	released	The seller's partner balance gets payout_amount (amount minus the seller's fee share). You also get milestone.released
refund	refunded	The buyer's partner balance gets the amount plus the buyer_fee share they paid. The payment method fee is not refunded
split	released	Part goes back to the buyer, the rest to the seller (see below). refund_amount on the milestone shows the buyer's part
resume	shipped	Nothing moves. The automatic release restarts with the time that was left. Only for a milestone that was shipped

A refund goes to the buyer's partner balance at RekberPay, not back to the card or bank account they paid from. You can pay it out to the buyer like any other balance (Balances and withdrawals).

What dispute.resolved tells you

The money fields depend on the outcome. Amounts are whole rupiah.

outcome	Money fields
release	payout_amount
refund	refund_amount (the principal), buyer_fee_refunded (the buyer's fee share) and buyer_credit, their sum, which lands in the buyer's partner balance
split	refund_amount, buyer_fee_refunded, buyer_credit, plus seller_credit and fee_revenue (what RekberPay kept)
resume	none: auto_release_at and timer_remaining_seconds

refund_amount is the principal only, the same number as refund_amount on the milestone. The buyer fee comes back on top of it, so for a full refund buyer_credit is more than refund_amount. Every field is described in the payload reference.

How a split adds up

The team picks refund_amount, from 1 rupiah to the amount minus 1. The fees are shared in the same proportion:

• the buyer gets refund_amount plus the same share of their buyer_fee, rounded down
• the seller gets the rest of the amount, minus the share of the seller_fee on the part they keep (that fee share is rounded up)
• RekberPay keeps what remains of the fee

Example: amount 1.000.000, buyer_fee 10.000, seller_fee 10.000 and a refund_amount of 400.000. The event says buyer_fee_refunded 4.000, buyer_credit 404.000, seller_credit 594.000 and fee_revenue 12.000. Together they add up to the 1.010.000 the buyer paid.

After a resume

The milestone is shipped again with auto_release_at = now plus the time that was left when the dispute opened. A dispute opened during your pending confirm gets the full shipping clock again from the resume (72 hours with a tracking number, 36 without, by default), or the time that was left if that is longer, because the parcel is still on its way and your confirm no longer stands. If there was no clock (the hour setting was 0), the milestone waits for the buyer's confirm or yours.

Deal status

The deal is disputed while any milestone is. When every milestone is finished, the deal is completed if at least one was released, otherwise cancelled. So an order whose only milestone was refunded ends as cancelled.

Checklist

• Open the dispute as soon as the buyer reports a problem, before the clock or your confirm releases the money.
• Add evidence from both sides. The team decides on what it can see.
• Use a new Idempotency-Key for each evidence upload.
• Handle dispute.resolved for every outcome, including split and resume.

Next steps

• Balances and withdrawals
• Dispute reference