The dispute flow was created for cases where a customer believes there was an error in the result received from the Identity Verification capability.
In these cases, it is possible to request a re-analysis by sending a dispute for evaluation by our internal teams.
To do this, follow these steps:
➊ Access the exclusive form for dispute requests;
➋ Enter your corporate email address;
➌ Select the reason for contact: "Dispute the result given by the capability";
▶︎ "Re-analysis/Question about the dispute feedback" should only be used when there is disagreement regarding the result of a dispute that has already been finalized.
➍ Select the capability for which you wish to file a dispute; in this case, choose "Identity Verification".
➎ What is the personal identification number of the registration?
Brazil: enter CPF. Mexico: enter CURP
➏ Enter the Process ID;
Format 1111a1aa-aa11-111a-a111-a111aa111111.
➐ Enter the date and time of the registration transaction;
Format dd/mm/yyyy hh:mm
➑ In the field "what was the capability response" enter "Yes" or "No";
➒ Briefly state the reason for your contact;
Finally, describe your request in detail and attach the documents necessary for analysis.
Our internal teams will conduct the analysis and respond via email within 24 business hours.