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#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
`service-not-received`	D11	Transaction Successful, Amount Debited but services not received	DISPUTE
`service-disconnected`	D12	Transaction Successful, Amount Debited but Service Disconnected or Service Stopped	DISPUTE
`late-payment-surcharge`	D13	Transaction Successful, Amount Debited but Late Payment Surcharge Charges add in next bill	DISPUTE
`paid-to-wrong-account`	D21	Erroneously paid in wrong account	DISPUTE
`double-payment`	D22	Duplicate Payment	DISPUTE
`wrong-amount`	D23	Erroneously paid the wrong amount	DISPUTE
`payment-info-delay`	D31	Payment information not received from Biller or Delay in receiving payment information from the Biller	COMPLAINT
`account-not-updated`	D32	Bill Paid but Amount not adjusted or still showing due amount	COMPLAINT

#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

Sample Dispute Request

        {
          "transactionId": "DP015080142106KQkKly",
          "disputeType": "account-not-updated/payment-info-delay/wrong-amount/double-payment/paid-to-wrong-account/service-disconnected/service-not-received/late-payment-surcharge",
          "description": "I have paid but account is not updated"
        }
        

Sample Dispute Response

        {
          "data": {
            "assignedTo": "BBPCU",
            "disposition": "D32",
            "disputeId": "TKTCVEJDCOH215KV2761CLGxwrzHMI50801521",
            "refId": "CVEJET77GM8365VO5HRGtokm7MX50801525",
            "remarks": "Belongs to BOU",
            "responseReason": "Success",
            "status": "PENDING_REFUND",
            "ticketTAT": "2025-03-22",
            "ticketType": "DISPUTE"
          },
          "success": true,
          "traceId": "CVEJNK8H215KV2761F50"
        }
        

#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: ticketTAT field provides clear resolution timeline expectations

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