Client MEDs
The MED tab of the manager console (Reseller Program → Partner) shows what is held from your balance by MED and your clients' disputes and MEDs. You can dispute or accept a MED on behalf of the client. The final decision is made by Rotta Pay and the acquirer.
To understand the MED from the merchant's side, see Disputes & MED Cases.
#Held by MED
"Part of your balance held as collateral while a client MED is active." This card does not follow the period bar.
Total held shows at the top. The table shows each MED holding your balance:
| Column | What it is |
|---|---|
| Client | the client of the MED |
| MED status | Open, Accepted (debt), Under appeal or Appeal rejected |
| MED amount | the MED amount |
| Held from you | how much of your balance it holds |
| Since | when the MED was opened |
- MEDs from clients outside your visible network: the amount held by MEDs of clients you do not see in the list. It counts in the total.
- When the amount capping your withdrawals today differs from the total, the screen says so: it adjusts on the next recalculation.
- The hold is released when the appeal is won or the client's debt is settled.
Network MEDs holding another manager lists MEDs in your network that do not hold your balance, because the sale's commission went to another manager.
With nothing held, the screen says No active MED holds. This card needs to be enabled by the platform team; without that, the screen says the detail is not enabled.
#Client disputes
"Follow and help with disputes." The table shows each dispute's Client, Amount, Reason, Status and Date.
To help with a dispute:
- Click Help on the row.
- In Help with the dispute, write the Note (context or explanation) and, if you have one, the Evidence URL.
- Click Send.
The screen shows "Help sent".
#MED / Infractions
"Chargebacks and infractions recorded on your clients' operations."
| Column | What it is |
|---|---|
| Client | the client of the case |
| Type | Chargeback, MED (PIX refund), Dispute or Fraud |
| Amount | the case amount |
| Impact on your commission | the reversed commission plus the loss covered by you; "—" when there is none |
| Status | how the case is going |
| Opened on | when the case was opened |
| Action | Dispute MED and Accept, only on open cases |
The status shows how the case is going, not where the money went: a closed case never shows to you as a win. Under review (possible duplicate) means the case is being checked.
Disputes and MEDs follow the period bar. A MED that is still open shows up from any date.
#Dispute on behalf of the client
- Click Dispute MED.
- Check the summary: Client, MED amount and Impact on your commission.
- Write the Reason, with at least 5 characters. Example: delivery proven, product as described.
- In Evidence, upload the files that prove your side. The screen shows the maximum size.
- Click Send dispute.
You answer the MED on behalf of your client. The case becomes appealed, and the impact on your commission stays open until the decision.
#Accept on behalf of the client
Accepting means not disputing: the amount stays debited and the loss becomes final. You act on behalf of the client and it cannot be undone.
- Click Accept.
- Check the summary: Client, MED amount and Impact on your commission.
- Click Accept MED with the amount.
Disputes and acceptances are recorded under your user.
Questions this page does not answer? Write to suporte@rottapay.com.