How the chargeback flow works (payment disputes)
Understand the full flow when a buyer opens a card chargeback — suspension, notification, and restoration.
A chargeback happens when a buyer disputes a purchase directly with their card issuer. On Baila, the opening of the dispute and a win arrive through two Asaas (the payment gateway) webhooks: PAYMENT_CHARGEBACK_REQUESTED and PAYMENT_AWAITING_CHARGEBACK_REVERSAL. There is a third event (PAYMENT_CHARGEBACK_DISPUTE), but it is purely informational and triggers no action. When you lose the dispute, the outcome comes through the refund webhook (PAYMENT_REFUNDED). While the dispute is open, tickets are suspended (not revoked) so they can be restored if you win.
The phases of a chargeback
Why suspend instead of cancelling outright
Cancelling the moment a chargeback opens would be far too aggressive — you might win the dispute, and in that case the ticket has to come back. Suspending preserves the right to restore it, blocks its use while the dispute runs, and still reserves the slot on the CPF counter.
The disputes dashboard
On the event dashboard, the Orders section has a Filter by status menu with a Disputed option, listing orders with an open chargeback. When there are disputed orders, an orange card also appears summarizing how many there are and the total under dispute. On each row you see:
- Buyer
- Amount
- Tickets
- Status
- Date
Good practice for avoiding chargebacks
- Always confirm the ticket by email (this is already automatic) — strong evidence against an "I never got it" dispute
- Set a clear payment description at Asaas ("Ticket for Party X")
- Answer disputes as early as you can — the card issuer and Asaas work to short deadlines, so do not leave it
- Use per-CPF limits to head off coordinated fraud