Overview

When a dispute is raised by the bank, Zepto creates the investigation, notifies your platform, and requests merchant action.

Warning

Make sure you submit evidence before the due date. Missing the deadline may result in the case being closed or rejected.

Success

Once accepted, the action request is completed and the dispute workflow progresses accordingly.

Important

Rejecting an action request without the correct review may cause avoidable operational issues.

Tip

Retrieve the investigation first, then inspect the active action request so you can present the right next step to your merchant.

Iconography & Messaging

Iconography

Merchants are encouraged to use icons that align with their brand identity and have the creative flexibility to customise the colour, shape, and overall style of the symbols.

However, to ensure clear communication and consumer trust, the iconography should still leverage common, recognised industry conventions where possible as shown below:

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Messaging

The sample messages provided below serve as flexible guidelines to ensure industry consistency around Confirmation of Payee (CoP).

By adhering to these core principles, merchants help establish a trustworthy customer experience and maintain strict privacy by preventing the sharing of sensitive details. Merchants are free to adapt the tone and language to suit their brand, provided the essential meaning remains the same.

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Guideline Samples

To maintain strict customer privacy and comply with industry standards, merchants must not display this name received in the lookup response to the end customer. The customer interface should only display the generic outcome messages as provided below: