Disputes & MED Cases
A MED is the payer's request to the bank to return a Pix. When a MED arrives, you can show that the sale was legitimate or accept returning the amount. Reply within the deadline with what proves the sale. In the menu, open Sales → Disputes & MED Cases. The screen is called MED Cases.
The money terms on this page are in the Money glossary.
#The list
The list shows your MEDs, with the columns Received, Amount and Status. Next to the status you see the reply deadline, the date you sent the defense or the closing date. The list refreshes on its own.
Use the search (by transaction, Pix E2E or case ID) and the status filter to find a case. Click a row to open the case.
If your account also has card disputes, the screen gets the MED cases and Card disputes tabs.
| Status | What it means |
|---|---|
| Waiting for your reply | the MED arrived and waits for your defense or your acceptance. The deadline shows next to it. |
| Under review | you sent the defense and the bank is reviewing it |
| Defense accepted | the case ended in your favor after your defense, and the amount is back in your available balance |
| In your favor | the case ended in your favor without a defense, and the amount is back in your available balance |
| Returned | the bank decided to return the amount to the payer |
| Return accepted | you accepted returning the amount |
| Closed | the case is over. The effect on your balance shows in the statement. |
#The case
The title says what happened ("Dispute of a R$ … Pix") and, right below, when the MED arrived and the case reference.
Deadline. While the MED waits for a reply, a notice shows until when you can reply, or that the deadline has passed. The notice says whether the deadline was set by the bank or is an estimate. Without a reply by the deadline, the bank decides without your defense, and the amount is usually returned to the payer.
Progress. The steps of the case: Dispute received → Your reply → Bank decision → Released or returned. When you accept, the last step becomes You accepted the return.
The money. While the case is open or under review, a box shows what happened to your balance:
- Amount held: the amount set apart from your available balance since the MED arrived, until the decision. If there was not enough balance to set everything apart, the box says how much was not covered.
- Amount debited: the amount left your balance when the MED arrived.
- Nothing left your balance: there was no balance to set apart, or nothing is set apart for this MED right now.
See in the statement opens Balance & Statement.
The disputed charge. Shows Amount, Created on, Payer, Stated reason and Identifier. See charge opens Transactions already filtered on this charge.
Talk to the payer. When there is contact data, the screen offers WhatsApp and Call for the phone, Write for the e-mail and Copy for the document. Many MEDs end when the customer remembers the purchase and asks the bank to cancel the request.
At the end of the screen, Your other MEDs lists the most recent cases, with See all.
#Send the defense
The How to reply area only shows while the MED waits for a reply.
- In What happened, say what was sold, when it was delivered and how you talked to the customer. The reviewer does not know your store. The screen counts the characters and asks for a minimum text.
- In Proof, attach the files: drag them onto the area or click to choose. The screen accepts PNG, JPG, WEBP, GIF and PDF and shows the maximum size. What helps: proof of delivery or pickup, a conversation with the customer showing the order, and an invoice or receipt with the payer's name.
- Click Send defense. While a file is still uploading, the button waits.
Once sent, the defense cannot be changed and takes no new attachments. Attach everything first. If you attached no file, the screen asks before sending: Go back and attach or Send without proof. A defense without proof is usually rejected by the bank.
The defense and the attachments go to the payer's bank. The status becomes Under review, and the Your defense box shows the text you sent, the date and the attachments.
To reply to MEDs through the API, see Disputes and MED in the integration docs.
#Accept the return
Accept the return also only shows while the MED waits for a reply. The confirmation shows the amount, who it goes to and the effect on your available balance. Accepting does not change your available balance right away: the amount was already held or debited when the MED arrived, or there was no balance to set apart.
Accepting cannot be undone. The MED is closed as Return accepted and you can no longer send a defense.
#After the decision
When the case ends, the Outcome box shows the result and the effect on your balance, with the closing date and See in the statement.
In some cases, after the bank's decision, where the held amount goes still goes through a check before the case closes. The decision is the platform team's. Meanwhile, the MED status does not change.
#Where else the MED shows up
- On Home, in the Held amount and in To do today.
- In Transactions, with the Disputed state.
- In Balance & Statement and in How to withdraw, as an amount held for MED. The held amount does not go into a withdrawal.
Questions this page does not answer? Write to suporte@rottapay.com.