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initiateEscalationMPP Alipay+

POST /aps/api/v1/disputes/initiateEscalation

The initiateEscalation API is used by the Mobile Payment Provider (MPP) to send an escalation initiation request to Alipay+. When using this API, the MPP needs to take the following things into consideration:

  • For each transaction, a maximum of 2 escalations can be requested (excluding those that are canceled), while a transaction can have only 1 ongoing escalation.
  • Escalation request time limits:
    • Within 360 days after the original transaction, the MPP can initiate the first escalation;
    • Within 25 days after the first escalation is replied to or closed, the MPP can initiate the second escalation.
  • Escalation amount: The escalation amount cannot exceed the maximum available dispute amount.
  • Special Merchant: Currently this includes Apple and Google. They require additional information for escalation initiation. 

Structure

A message consists of a header and body. The following sections are focused on the body structure. For the header structure, see: 

Note: 

1. Set the data type of each parameter (except array) as String. This means that you must use double quotation marks (" ") to enclose the parameter value. Examples:

  • If the data type of a parameter is Integer and its value is 20, set it as "20".
  • If the data type of a parameter is Boolean and its value is true, set it as "true". 

2. For optional parameters that are not required in your case, you can take one of the following actions:

  • Exclude the parameters from the request body. 
  • Set the parameter values as null (without the double quotation marks). 

Do NOT leave the optional parameters empty by setting their values as ""; otherwise, an error might occur.  

Request parameters

disputeRequestId String  REQUIRED

The unique ID that is assigned by the MPP to identify an escalation.

Important: If two requests specify the same value for disputeRequestId but different values for paymentRequestId, Alipay+ returns the REPEAT_REQ_INCONSISTENT for the second request. 

More information about this field

  • This field is an API idempotency field.For requests that are initiated with the same disputeRequestId, Alipay+ regards the requests as repeated and processes the requests only once. Alipay+ checks the consistency of the paymentRequestId parameter. If its value is different from that in the previous request, Alipay+ returns the REPEAT_REQ_INCONSISTENT result code.
  • Maximum length: 64 characters

paymentRequestId String  REQUIRED

The unique ID that is assigned by Alipay+ to identify a payment where the escalation occurs. 

More information about this field

  • Maximum length: 64 characters

disputeOccurTime Datetime  

The date and time when the retrieval request occurs. For MPPs, this parameter refers to the date and time when the MPP sends the retrieval request to Alipay+

More information about this field

  • The value follows the ISO 8601 standard format. For example, "2019-11-27T12:01:01+08:00".

disputeReasonCode String  REQUIRED

The code that reflects the dispute reason. Valid values are: 

  • 7801: The code for merchandise-related reasons, which is used for an escalation.
  • 7802: The code for transaction-processing-related reasons, which is used for an escalation.
  • 7803: The code for fraud-related reasons, which is used for an escalation. 

disputeReasonCodeDescription String  REQUIRED

The detailed description to explain the dispute reason code. Valid values are:

  • MERCHANDIZE_OR_SERVICE_NOT_RECEIVED: used if disputeReasonCode is 7801, indicating that the merchandize or service is not received by the buyer.
  • NOT_AS_DESCRIBED: used if disputeReasonCode is 7801, indicating that the merchandize or service received by the buyer is not as described by the merchant.
  • REFUND_NOT_PROCESSED: used if disputeReasonCode is 7802, indicating that the refund initiated by the MPP is not processed.
  • AMOUNT_DIFFER: used if disputeReasonCode is 7802, indicating that the amount differs.
  • DUPLICATE_PROCESSED: used if disputeReasonCode is 7802, indicating that the transaction is duplicately processed.
  • PAIDED_BY_OTHER_MEANS: used if disputeReasonCode is 7802, indicating that the payment is processed by other means.
  • USER_DENIED_PARTICIPANTING_IN_A_TRANSACTION: used if disputeReasonCode is 7803, indicating that the user denied participanting in a transaction. 

escalationAmount Amount object REQUIRED

The escalation amount.

When specifying the child parameters of this parameter, note that:

  • The value of escalationAmount.value cannot exceed the maximum available dispute amount.
  • The value of escalationAmount.currency needs to be the same as the value of paymentAmount.currency that is specified by  
Show child parameters

merchantDisputeId String  

The unique ID that is assigned by the merchant to identify an escalation.

Specify this parameter for transactions of Special Merchants.

More information about this field

  • Maximum length: 32 characters

customerIdAssignedByMerchant String  

The unique ID that is assigned by the merchant to identify a customer. 

Specify this parameter for the transactions of Special Merchants. For Apple or Google, the value of this parameter is provided by the user. 

More information about this field

  • Maximum length: 32 characters

merchantNotRefundRecord Array<Attachment> object 

The list of supporting documents that are used to prove that the merchant does not refund.

Specify this parameter for the transactions of Special Merchants. For Apple or Google, the documents are provided by the user. 

Show child parameters

supportingDocumentation Array<Attachment> object 

The list of documents that are used to support the escalation. 

Show child parameters

remarks String  

Supplementary information.

It is recommended to specify this parameter if the MPP has any additional information that needs to be remarked. 

More information about this field

  • Maximum length: 1024 characters

Response parameters

result Result object REQUIRED

The result of the business processing, including the result status, result code and the result message. This parameter only indicates the request result, but does not indicate whether the escalation is processed. 

Show child parameters

disputeId String  

The unique ID that is assigned by Alipay+ to identify an escalation.

This parameter is returned by Alipay+ if result.resultStatus is S

More information about this field

  • Maximum length: 64 characters
API Explorer
Sample CodesRun in Sandbox

Request

URL
Request Body

Response

Response Body

More information

How to handle the result

You might receive different results from Alipay+. Follow the instructions below to handle the result.

result.resultStatus

result.resultCode

Dispute status

Actions

S

SUCCESS

The Escalation is initiated successfully.

Wait for the response to the Retrieval Request from Alipay+ via the responseEscalation API.

F

Multiple possible values exist, such as

ACCESS_DENIED,

KEY_NOT_FOUND, etc.

The Escalation fails to be initiated.

Take actions according to the result code (specified in the result.resultCode parameter). For more information, see the Result codes section below.

U

Multiple possible values exist, such as

UNKNOWN_EXCEPTION,

REQUEST_TRAFFIC_EXCEED_LIMIT, etc.

Unknown

Use the same parameters to retry the initiateEscalation request. If you keep receiving the same result indicating the unknown status, contact connect_support@service.alipay.com.

No result received

Unknown

Use the same parameters to retry the initiateEscalation request. If you keep receiving no result, contact connect_support@service.alipay.com.

 

Result/Error codes

CodeValueMessageFurther action
SUCCESSSSuccess

ACCESS_DENIEDFThe access is denied.
CURRENCY_NOT_SUPPORTFIllegal parameters exist. For example, a non-numeric input, or an invalid date.

ESCALATION_AMOUNT_EXCEED_LIMITFThe escalation amount exceeds the maximum available dispute amount.

Ensure the escalation amount is no more than the maximum available dispute amount.

EXCEEDS_ESCALATION_REQUEST_LIMITFThe number limit of the escalation request for the transaction is exceeded.

INVALID_CLIENTFThe client is invalid.
INVALID_SIGNATUREFThe signature is invalid.
KEY_NOT_FOUNDFThe key is not found.
MEDIA_TYPE_NOT_ACCEPTABLEFThe server does not implement the media type that is acceptable to the client.
METHOD_NOT_SUPPORTEDFThe server does not implement the requested HTTP method.
NO_INTERFACE_DEFFAPI is not defined.

Check whether the request URL is correct. Ensure that the endpoint of the called API is correct. 

ORDER_NOT_EXISTFThe order doesn't exist.

PARAM_ILLEGALFIllegal parameters. For example, non-numeric input, invalid date.

Check whether the request parameters, including the header parameters and body parameters, are correct and valid. For more information about the parameters of each API, see the Structure section of the specific API reference topic. 

PROCESS_FAILFA general business failure occurred. Don't retry.
SPECIAL_MERCHANT_REQUIRES_MERCHANT_DISPUTE_IDFmerchantDisputeId is required of Special Merchants.

SPECIAL_MERCHANT_REQUIRES_MERCHANT_CUSTOMER_IDFcustomerIdAssignedByMerchant is required of Special Merchants.

SPECIAL_MERCHANT_REQUIRES_MERCHANT_NOT_REFUND_RECORDFmerchantNotRefundRecord is required of Special Merchants.

REQUEST_TRAFFIC_EXCEED_LIMITUThe request traffic exceeds the limit.
UNKNOWN_EXCEPTIONUAn API calling is failed, which is caused by unknown reasons.