# Use Cases
source: https://developer.mastercard.com/india-online-dispute-resolution/documentation/use-cases/index.md

These use case pages describe how the India Online Dispute Resolution (IODR) APIs can be used to raise, track, and manage cardholder complaints --- also known as transaction disputes --- related to disputed or failed transactions in India. The use cases cover common scenarios such as creating a complaint, retrieving transaction details, checking complaint status, updating complaint information, and searching for existing complaints across the system.  

IODR processes complaint-related updates based on information provided by issuers and acquirers, enabling the creation, update, and tracking of disputes when a transaction issue is reported by a cardholder. A payment complaint is raised when a transaction fails or funds are not refunded, and the APIs support ongoing visibility into the status of those complaints throughout their lifecycle.

## Terminology: how these terms relate {#terminology-how-these-terms-relate}

The product is named **Online Dispute Resolution** , but across the industry customers describe the same problem in different ways. In IODR these terms all refer to the same underlying object --- a **complaint** raised by a cardholder for a disputed or failed card transaction --- and are handled by the same APIs.

|            Term you might search for             |                                                       How it maps in IODR                                                        |
|--------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------|
| **Cardholder dispute** / **transaction dispute** | The complaint record IODR creates, tracks, and updates for a disputed card transaction.                                          |
| **Payment complaint** / **grievance redressal**  | The regulatory (RBI) framing of the same complaint --- recording and resolving a cardholder grievance within required timelines. |
| **Failed-transaction resolution**                | The core scenario IODR addresses: money was debited but the transaction failed or was not refunded.                              |
| **Chargeback management**                        | The issuer-to-acquirer flow, where a dispute is routed to the acquirer for validation and response through IODR.                 |

In the API and this documentation, the primary object is called a **complaint** (see the `complaintStatus` field), while the business process it supports is **dispute resolution**.

## IODR API requests {#iodr-api-requests}

|          Use Case           |                                                                                                                                               Description                                                                                                                                                |
|-----------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| **Create Complaint**        | When a customer reports a failed transaction where money was deducted but not refunded, the issuer raises a complaint on their behalf and receives a tracking number. [Learn more](https://developer.mastercard.com/india-online-dispute-resolution/documentation/use-cases/create_new_dispute/index.md) |
| **Get Transaction Details** | After a complaint is registered, the issuer retrieves the authoritative transaction record from the data warehouse to validate the dispute. [Learn more](https://developer.mastercard.com/india-online-dispute-resolution/documentation/use-cases/fetch_transaction_details/index.md)                    |
| **Get Transaction Status**  | The issuer checks the current status of the disputed transaction using the tracking number to decide on the next steps. [Learn more](https://developer.mastercard.com/india-online-dispute-resolution/documentation/use-cases/get_transaction_status/index.md)                                           |
| **Update User Complaint**   | When new or corrected information becomes available, the issuer or acquirer updates the existing complaint rather than creating a new one. [Learn more](https://developer.mastercard.com/india-online-dispute-resolution/documentation/use-cases/update_dispute/index.md)                                |
| **Search Complaints**       | The issuer or acquirer reviews complaints raised against them or locates a specific one using a chosen search type. [Learn more](https://developer.mastercard.com/india-online-dispute-resolution/documentation/use-cases/search_issuer/index.md)                                                        |

## End-to-end IODR process flow {#end-to-end-iodr-process-flow}

The following diagram shows a high-level flow between the Issuer and IODR across the dispute lifecycle.
Diagram iodr_process_flow

## Error handling {#error-handling}

To see information about possible errors that can be returned from the service, explore our [Code and Formats](https://developer.mastercard.com/india-online-dispute-resolution/documentation/code-and-formats/index.md) page.

## Next Steps {#next-steps}

Now that you have an understanding of the different use cases the service uses, proceed to the [API Reference](https://developer.mastercard.com/india-online-dispute-resolution/documentation/api-reference/index.md) section for detailed information on all of our endpoints.