Dispute notifications

Adyen notifies you of any disputed payments. You can use these notifications to alert staff of (pending) chargebacks, so that they can take appropriate action.

A dispute notification contains one of the following event codes:

  • NOTIFICATION_OF_FRAUD – The alert passed on by issuers to schemes and subsequently to processors. Visa calls them TC40 and Mastercard calls them System to Avoid Fraud Effectively (SAFE). These are informational notifications offered at no charge by Adyen, providing merchants the opportunity to take actions, such as blocking a shopper or issuing a refund before a chargeback is incurred.
  • REQUEST_FOR_INFORMATION – Information requested for this payment.
  • NOTIFICATION_OF_CHARGEBACK – A chargeback is pending, but can still be defended.
  • CHARGEBACK – A payment was charged back.
  • SECOND_CHARGEBACK – The issuing bank declines the material submitted during defense of the original chargeback.

    The SecondChargeback journal type is available from November 5. For more information, see our FAQ.

  • CHARGEBACK_REVERSED – A chargeback has been defended towards the issuing bank. This stage is not final and a "second" chargeback can be presented by the issuing bank, resulting in losing the chargeback case.
  • PREARBITRATION_WON – Pre-Arbitration (merchant initiated) has been accepted by the cardholder's bank.
  • PREARBITRATION_LOST – Pre-Arbitration (merchant initiated) has been declined by the cardholder's bank.

    The pre-arbitration won and lost event codes will be applicable as of April 2018 with the launch of Visa Claims Resolution (VCR).

For more information, refer to Dispute management. For technical details about receiving notifications, refer to Notifications

NOTIFICATION_OF_FRAUD

{
   "live":"true",
   "notificationItems":[
      {
         "NotificationRequestItem":{
            "additionalData":{
               "modificationMerchantReferences":"",
               "nofReasonCode":"6",
               "paymentMethodVariant":"mcsuperpremiumcredit",
               "nofSchemeCode":"mc",
            },
            "amount":{
               "currency":"USD",
               "value":10089
            },
            "eventCode":"NOTIFICATION_OF_FRAUD",
            "eventDate":"2018-07-19T04:01:13+02:00",
            "merchantAccountCode":"TestMerchant",
            "merchantReference":"XXXXXXXXXXX",
            "originalReference":"9913333333333333",
            "paymentMethod":"mc",
            "pspReference":"9915555555555555",
            "reason":"Card Not Present Fraud",
            "success":"true"
         }
      }
   ]
}

REQUEST_FOR_INFORMATION

For a list of all values for the reason notification field, contact Support Team.

{
   "live":"true",
   "notificationItems":[
      {
         "NotificationRequestItem":{
            additionalData":{
                "rfiSchemeCode":":"visa",
                "modificationMerchantReferences":"", 
                "rfiReasonCode":"28"
            },
             "amount":{
               "currency":"USD",
               "value":1000
            },
            "eventCode":"REQUEST_FOR_INFORMATION",
            "eventDate":"2018-03-23T13:55:31+01:00",
            "merchantAccountCode":"TestMerchant",
            "merchantReference":"XXXXXXXXXX",
            "originalReference":"9913333333333333",
            "paymentMethod":"visa",
            "pspReference":"9915555555555555",
            "reason":"Request for copy bearing signature",
            "success":"true"
         }
      }
   ]
}

NOTIFICATION_OF_CHARGEBACK

To include the ARN (Acquirer Reference Number) to the NOTIFICATION_OF_CHARGEBACK notification, go to your Customer Area, then Account > Server Communication > Standard Notification > Additional Settings.

For a list of all values for reason and chargebackReasonCode notification fields, contact Support Team.

{
   "live":"true",
   "notificationItems":[
      {
         "NotificationRequestItem":{
            "additionalData":{
               "chargebackReasonCode":"10.4",
               "modificationMerchantReferences":"",
               "chargebackSchemeCode":"visa"
            },
            "amount":{
               "currency":"EUR",
               "value":1000
            },
            "eventCode":"NOTIFICATION_OF_CHARGEBACK",
            "eventDate":"2018-03-23T13:55:31+01:00",
            "merchantAccountCode":"TestMerchant",
            "merchantReference":"XXXXXXXXXX",
            "originalReference":"9913333333333333",
            "paymentMethod":"visa",
            "pspReference":"9915555555555555",
            "reason":"Other Fraud-Card Absent Environment",
            "success":"true"
         }
      }
   ]
}

CHARGEBACK

To include the ARN (Acquirer Reference Number) to the CHARGEBACK notification, go to your Customer Area, then Account > Server Communication > Standard Notification > Additional Settings.

For a list of all values for reason and chargebackReasonCode notification fields, contact Support Team.

{
   "live":"true",
   "notificationItems":[
      {
         "NotificationRequestItem":{
            "additionalData":{
               "chargebackReasonCode":"10.4",
               "modificationMerchantReferences":"",
               "chargebackSchemeCode":"visa"
            },
            "amount":{
               "currency":"EUR",
               "value":1000
            },
            "eventCode":"CHARGEBACK",
            "eventDate":"2018-03-23T13:55:31+01:00",
            "merchantAccountCode":"TestMerchant",
            "merchantReference":"XXXXXXXXXX",
            "originalReference":"9913333333333333",
            "paymentMethod":"visa",
            "pspReference":"9915555555555555",
            "reason":"Other Fraud-Card Absent Environment",
            "success":"true"
         }
      }
   ]
} 

SECOND_CHARGEBACK

To include the ARN (Acquirer Reference Number) to the SECOND_CHARGEBACK notification, go to your Customer Area, then Account > Server Communication > Standard Notification > Additional Settings.

For a list of all values for reason and chargebackReasonCode notification fields, contact Support Team.

{
   "live":"true",
   "notificationItems":[
      {
         "NotificationRequestItem":{
            "additionalData":{
               "chargebackReasonCode":"13.1",
               "modificationMerchantReferences":"",
               "chargebackSchemeCode":"visa"
            },
            "amount":{
               "currency":"EUR",
               "value":1000
            },
            "eventCode":"SECOND_CHARGEBACK",
            "eventDate":"2018-03-23T13:55:31+01:00",
            "merchantAccountCode":"TestMerchant",
            "merchantReference":"XXXXXXXXXX",
            "originalReference":"9913333333333333",
            "paymentMethod":"visa",
            "pspReference":"9915555555555555",
            "reason":"Merchandise/Services Not Received",
            "success":"true"
         }
      }
   ]
} 

CHARGEBACK_REVERSED

To include the ARN (Acquirer Reference Number) to the CHARGEBACK_REVERSED notification, go to your Customer Area, then Account > Server Communication > Standard Notification > Additional Settings.

To include the original reference to the CHARGEBACK_REVERSED notification, go to your Customer Area, then Account > Server Communication > Standard Notification > Additional Settings.

{
   "live":"true",
   "notificationItems":[
      {
         "NotificationRequestItem":{
            "amount":{
               "currency":"EUR",
               "value":1000
            },
            "eventCode":"CHARGEBACK_REVERSED",
            "eventDate":"2018-03-23T13:55:31+01:00",
            "merchantAccountCode":"TestMerchant",
            "merchantReference":"XXXXXXXXXX",
            "originalReference":"9914444444444444",
            "paymentMethod":"mc",
            "pspReference":"9915555555555555",
            "reason":"No Cardholder Authorisation",
            "success":"true"
         }
      }
   ]
}

PREARBITRATION_WON

To include the ARN (Acquirer Reference Number) to the PREARBITRATION_WON notification, go to your Customer Area, then Account > Server Communication > Standard Notification > Additional Settings.

{
   "live":"true",
   "notificationItems":[
      {
         "NotificationRequestItem":{
            "amount":{
               "currency":"EUR",
               "value":1000
            },
            "eventCode":"PREARBITRATION_WON",
            "eventDate":"2018-03-23T13:55:31+01:00",
            "merchantAccountCode":"TestMerchant",
            "merchantReference":"XXXXXXXXXX",
            "originalReference":"",
            "paymentMethod":"visa",
            "pspReference":"9915555555555555",
            "reason":"Other Fraud-Card Absent Environment",
            "success":"true"
         }
      }
   ]
}

PREARBITRATION_LOST

To include the ARN (Acquirer Reference Number) to the PREARBITRATION_LOST notification, go to your Customer Area, then Account > Server Communication > Standard Notification > Additional Settings.

{
   "live":"true",
   "notificationItems":[
      {
         "NotificationRequestItem":{
            "amount":{
               "currency":"EUR",
               "value":1000
            },
            "eventCode":"PREARBITRATION_LOST",
            "eventDate":"2018-03-23T13:55:31+01:00",
            "merchantAccountCode":"TestMerchant",
            "merchantReference":"XXXXXXXXXX",
            "originalReference":"",
            "paymentMethod":"visa",
            "pspReference":"9915555555555555",
            "reason":"Other Fraud-Card Absent Environment",
            "success":"true"
         }
      }
   ]
}