When a shopper for some reason wants funds returned from a merchant, and a payment was already captured, the shopper can initiate a refund. If the merchant refuses, the shopper may ask their issuer to make a chargeback. If a merchant disagrees, they can dispute the chargeback.

If disputing a chargeback is allowed (for more information, see Payment methods), the merchant must provide documents confirming the delivery of a product/service, and send these documents either to the acquiring bank or the payment service provider.

When possible, Adyen helps its merchants to automatically dispute chargebacks, and also provides extensive risk management services (Risk management) to analyze fraudulent transactions and minimize chargebacks.