> For the complete documentation index, see [llms.txt](https://docs.nexusglobalpayments.org/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.nexusglobalpayments.org/payment-processing/unsuccessful-payments-exceptions/disputes.md).

# Disputes

## Nexus Service Desk

Nexus will provide a Service Desk which will contain a directory of every IPSO in the Nexus network, along with the relevant operations, compliance and dispute officers for each IPSO. The service desk will support the creation of tickets that can be assigned by one IPSO to another IPSO. This is a more reliable way of tracking and processing exceptions than manual communication channels such as email or telephone (although the directory will also contain contact details for the relevant officers).

Nominated staff of each IPSO will be able to log into the Nexus Service Desk to register investigations, enquiries, recall requests and disputes. Once a case is created the service desk will automatically send a notification to the relevant officer at the relevant IPSO.

In general, IPSOs **should** work to resolve cases bilaterally, without involving the staff of the Nexus. However, NGP may monitor the average age and status of cases in the system and engage with IPSOs who consistently fall below the expectations for responsiveness and resolution.

## Logging Disputes

Disputes should be logged in the Nexus Service Desk. The timelines for resolving disputes are defined in the Nexus Scheme Rulebook. Disputes can be raised by both the Sender and the Recipient of a transaction.

{% hint style="warning" %}
There are currently no Nexus ISO 20022 messages defined to send automated disputes.
{% endhint %}

According to the Nexus Scheme Rulebook, some disputes may be escalated to NGP. An IPSO must request an escalation through the Service Desk.