Dispute Resolution
How to file a transaction dispute, how it's investigated, and how to escalate if you're not satisfied.
5 min read
Overview
If something goes wrong with a payment — wrong amount, unauthorised activity, or a merchant who took the money but didn't deliver — Danipa Pay has a structured dispute process. You file a dispute, it's investigated, and you get a written outcome. If you disagree with the outcome, you can escalate.
Disputes live in the Disputes section of the mobile app — open it from the home screen quick-action Disputes or from Profile → Disputes.
Dispute types
Pick the type that best matches your situation when you file:
| Type | When to pick it |
|---|---|
| Unauthorised transaction | A transfer or payment was made without your authorisation |
| Wrong amount | The amount that left your wallet doesn't match what you intended |
| Service not received | You paid a merchant but the goods or service weren't delivered |
| Duplicate charge | You were charged more than once for the same transaction |
| Other | Anything that doesn't fit the categories above (free-text) |
Internally, Danipa also tracks fee disputes and wrong-recipient cases; if you have one of those, choose Other and describe the issue.
File a dispute
- Open Disputes and tap New dispute, or open the transaction in Activity and tap Report issue.
- Pick the type that best matches.
- Write a clear description: what happened, when, and what you'd like resolved.
- Submit.
You'll see the new dispute appear in your list with a unique case ID. You can add a comment at any time — those go directly to the case officer working on it.
If you have screenshots or other evidence, the fastest way to share them is to attach them in a comment after the case is open. The investigator may also follow up with you to ask for more.
Statuses
A dispute moves through these statuses:
| Status | What it means |
|---|---|
| OPEN | Filed, awaiting initial assignment |
| UNDER_INVESTIGATION | A case officer is actively working on it |
| AWAITING_RESPONSE | Waiting on input from you or a third party (provider, merchant) |
| ESCALATED | Moved to the next escalation level |
| RESOLVED | A decision has been reached and any refund issued |
| CLOSED | No further action will be taken |
You'll get a push notification and an email each time the status changes.
Investigation timeline
Target resolution times depend on what kind of case it is:
| Case type | Target |
|---|---|
| Wrong amount, duplicate charge | 1–3 business days |
| Unauthorised transaction | 3–5 business days |
| Service not received (merchant case) | 5–10 business days |
| Cross-border or complex cases | up to 15 business days |
These are targets, not commitments — a few cases take longer when a third party (mobile money provider, card network, foreign correspondent) is in the loop.
Outcomes
When the case officer finishes, the dispute is RESOLVED with one of these outcomes:
- In your favour. A refund is issued — instantly to your Danipa wallet, or back to the original payment method if you cash-out paths require it.
- Partially in your favour. Partial refund or a wallet credit; the case detail explains how the amount was calculated.
- Not in your favour. A written explanation of the evidence reviewed and why the case can't be reversed.
You can read the full case detail at any time from the dispute list.
Escalation
If you disagree with the outcome:
- Open the case in Disputes.
- Tap Escalate.
- Add a comment explaining why you disagree.
Escalation moves the case to the next level (LEVEL_1 → LEVEL_2 → LEVEL_3). Each level is reviewed by an officer who didn't handle the previous one.
After all internal levels are exhausted, if you're still not satisfied, you can:
- Contact your country's financial regulator (FINTRAC in Canada, Bank of Ghana in Ghana, the relevant banking authority in the US).
- Pursue alternative dispute resolution (mediation/arbitration). The final internal-review notice from Danipa includes the relevant regulator contact information.
Unauthorised transactions — act fast
If you see a transaction you didn't make, the most important thing is to report it right away.
- Sign out of all sessions — open Profile → Security → Active sessions and revoke anything you don't recognise.
- Change your password and re-enrol your MFA methods (see Security & Account Settings).
- File the dispute as Unauthorised transaction.
Reporting promptly:
- Lets Danipa freeze any in-flight related activity.
- Improves the chance of recovery from the receiving provider.
- Protects you from being held liable for losses that happened during a delay in reporting.
Merchant disputes (Service not received)
If you paid a merchant but the goods or service weren't delivered:
- Try the merchant first. Many issues are honest mistakes — message them and give them a chance to fix it.
- If they don't respond or refuse, file a dispute as Service not received.
- Include any evidence: order confirmations, your messages with the merchant, photos of damaged or wrong goods.
- Danipa contacts the merchant for their side. If they agree to refund, the funds are returned. If not, both sides' evidence is reviewed and a decision is issued.
Track your dispute
In the mobile app:
- Open Disputes for the full list.
- Tap a case to see its timeline, current status, and any comments.
- Add a comment any time to share new information with the investigator.
Tips
- Be specific in the description. "I paid 500 GHS for a phone on 23 April from
merchant@example.comand it never arrived" beats "didn't get my stuff". - Keep evidence. Screenshots of confirmations, conversations, and receipts make a case easier to resolve in your favour.
- Don't open multiple cases for the same issue. Add a comment to the existing case instead — it keeps the history together.
- Use payment links and invoices for merchant payments. They create a clear record of what was agreed (see Payment Links & Invoices).
For preventing fraudulent transactions in the first place, see Fraud Prevention.