Harmonization of TAT
Harmonization of TAT - Dispute APIs Documentation
Overview
This document details the enhancements made to the dispute APIs to incorporate the recent harmonization of Turn Around Time (TAT) guidelines, commonly referred to as Ticket API changes. These updates ensure alignment with the standardized TAT framework while maintaining the existing dispute management workflow. Users can continue raising tickets using the current dispute APIs without any modifications to the request or submission process.
API Changes
1. Dispute Request API Updates
The request api has been updated to include the new dispute types See API Reference.
Dispute Type Mappings
The following table shows how dispute types map to dispositions and ticket types:
| Dispute Type | Disposition | Disposition Name | Ticket Type | Category |
|-------------|-------------|-------------|----------|
| service-not-received | D11 | Transaction Successful, Amount Debited but services not received | DISPUTE | Service Issues |
| service-disconnected | D12 | Transaction Successful, Amount Debited but Service Disconnected or Service Stopped | DISPUTE | Service Issues |
| late-payment-surcharge | D13 | Transaction Successful, Amount Debited but Late Payment Surcharge Charges add in next bill | DISPUTE | Service Issues |
| paid-to-wrong-account | D21 | Erroneously paid in wrong account | DISPUTE | Payment Issues |
| double-payment | D22 | Duplicate Payment | DISPUTE | Payment Issues |
| wrong-amount | D23 | Erroneously paid the wrong amount | DISPUTE | Payment Issues |
| payment-info-delay | D31 | Payment information not received from Biller or Delay in receiving payment information from the Biller | COMPLAINT | Information Issues |
| account-not-updated | D32 | Bill Paid but Amount not adjusted or still showing due amount| COMPLAINT | Information Issues |
2. Dispute Response API Updates
The response api has been updated to include the new status values and fields See API Reference.
New Status Values
The ComplaintStatus enum has been updated with the following values:
| Status | Description |
|---|---|
ASSIGNED | Dispute assigned to appropriate resolver for investigation |
RESOLVED | Dispute successfully resolved through investigation in favour of customer |
REJECTED | Dispute rejected due to insufficient evidence or invalid claims at biller's end |
DEFAULT_RESOLVED | Dispute automatically resolved due to timeout or default process in favout of customer |
REFUNDED | Refund successfully processed and completed |
PENDING_REFUND | Refund approved and currently being processed |
FAILED | Dispute failed to be raised with NPCI due to technical or network errors |
New Response Fields
| Field | Type | Description |
|---|---|---|
ticketType | enum | Values: DISPUTE, COMPLAINT |
ticketTAT | date | Format: YYYY-MM-DD (only available for DISPUTE ticket types) |
disposition | enum | Values: D11, D12, D13, D21, D22, D23, D31, D32 |
responseReason | string | NPCI response reason (e.g., "SUCCESS" or "One ticket already in progress") |
Business Rules
Cooling Period Requirements
Different transaction types have specific cooling period requirements:
- FASTag, DTH and Mobile Prepaid: Tickets can be raised immediately after transaction completion
- Utilities and other categories: 24-hour cooling period required from transaction creation timestamp
API Examples
Implementation Notes
- Backward compatibility: Existing dispute API endpoints remain functional
- Webhook updates: All webhook/callback responses now include the new fields
- Validation: System validates cooling period requirements before allowing ticket creation
- TAT tracking:
ticketTATfield provides clear resolution timeline expectations