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The dispute resolution system gives the user and the developer an easy way to interact regarding a previous payment made using Facebook Credits, and resolve disputes among themselves. We trust the application to resolve disputes appropriately by either refunding the user's payment amount or by making sure that the user is satisfied, and then resolving the dispute with appropriate explanation.

User Interaction

There is a link at the bottom of the application canvas page for apps that are using our payments: "Report". When the user clicks the link they are prompted with choices, one of which is "Dispute ..." which does the following:

1. Brings up order-selection dialog (shows purchases made in that app in the last 30 days) where the user chooses the order they want to dispute. This brings up a form to input a reason (required).
2. On completion, sends a mail to the developer, Facebook, and the user setting expectation around the dispute being between user and application.

When the user disputes an order, a 'payments_status_update' notification with 'disputed' status is sent to the application's payments_callback_url. This is consistent with other status-update notifications sent to the application on order-state transitions. Application can also query the disputed orders using the /payments API.

Note: While resolving a dispute with a user, an email is sent to the developer and the user is CCed on that email. The developer can then interact with the user through this channel to make sure they are satisfied.

Resolve a Dispute
The developer can interact with the user and resolve the dispute in two ways:

1. By calling the /[order id] API to refund the order, you must provide the appropriate order_id, status=refunded, in addition to specifying the reason for your refund in the 'comment' param.
2. If the developer is satisfied that the user understands the charge after the interaction with the user, they can resolve the dispute by calling the /[order id] API with the order-id, status=settled, and specify the reason as the comment in the params.

Please Note: a developers can only move an order to status=refunded up to 60 days after the initial transaction is completed. Specifying the reason is required in this case to make sure there is record for why resolving the dispute without refunding is okay to do.