Raise and manage disputes in your Customer Area

In your Customer Area, you can raise a dispute for a single transaction on behalf of your cardholder, and then follow that dispute until the card scheme resolves it. You do not need to build an integration with the Raise disputes API. You can start the dispute from the Issuing disputes page or from the Transfers page.

This feature is designed for card partners who handle a low volume of disputes, or who want to raise a dispute without a code change. Choose a different route if:

• You raise many disputes at once: bulk-upload disputes from a ZIP file.
• You want your cardholders to raise disputes in your own app or website: use the Raise disputes API.

Requirements

Before you begin, take into account the following requirements, limitations, and preparations.

How it works

When you raise a dispute in your Customer Area, Adyen creates the dispute with the status draft. What happens next depends on whether you complete the reason questionnaire: the set of questions that the Customer Area asks about the dispute reason that you select.

1. You select the captured payment that your cardholder wants to dispute, then enter the general information for the dispute.
2. Adyen creates the dispute with the status draft and sends your system a balancePlatform.dispute.created webhook.
3. You answer the questionnaire for the dispute reason that you selected.
4. You review your answers, then confirm the dispute. Adyen sets the status to submitted and sends the dispute to the card scheme, such as Visa or Mastercard.
5. You follow the status of the dispute in the dispute timeline, or through balancePlatform.dispute.updated webhooks.

If you leave the flow before you complete the questionnaire, the dispute keeps the status draft and Adyen does not send it to the card scheme. You can then complete the draft to submit the dispute, or delete the draft to remove it. After Adyen sends the dispute to the card scheme, you can no longer close it.

Raise a dispute from the Issuing disputes page

Start from the list of disputes for your balance platform when you do not know which payment your cardholder wants to dispute.

To raise a dispute from the Issuing disputes page:

1. Log in to your Customer Area.

2. Go to Financial products > Issuing disputes.

3. In the top-right corner of the page, select Create dispute.

4. In the list of payments, select the captured payment that your cardholder wants to dispute.

5. On the dispute form, enter the general information for the dispute:

   Field	Description
   Amount to dispute	The amount that your cardholder disputes. Defaults to the total captured amount, and cannot be greater than it. If the payment was reauthorized, or only partly captured, the total captured amount can be lower than the amount that your cardholder paid.
   Dispute reason	The reason for the dispute. Determines which questions you answer next.
   Description	Your reference for the dispute. Maximum 50 characters.

6. Select Continue.

   Adyen creates the dispute with the status draft.

7. Answer the questions for the dispute reason that you selected.

   To learn what each answer means, see Dispute reasons in your Customer Area.

8. On the attachments screen, add your supporting information for the dispute.

   Adyen supports JPEG, TIFF, and PDF attachments. Each attachment can be up to 2 MB, with a file name of 4 to 17 characters including the extension. Useful attachments are receipts, card statements, and correspondence with the merchant. You do not select an attachment type, unlike when you attach supporting information through the Raise disputes API.

9. On the review screen, check your answers, then select Initiate dispute.

   Adyen sets the status to submitted and sends the dispute to the card scheme. To open the new dispute, select View dispute. To return to the list, select Go to disputes.

To leave the flow and keep your answers, select Save and exit. The dispute keeps the status draft until you complete the questionnaire.

Raise a dispute from the Transfers page

Start from the Transfers page when you already found the payment that your cardholder wants to dispute.

To raise a dispute from the Transfers page:

1. Log in to your Customer Area.

2. Go to Balances > Transfers.

3. In the list of transfers, select the captured payment that your cardholder wants to dispute.

   The transfer inspector, a panel with the details of the transfer, opens beside the list.

4. In the transfer inspector, select Create dispute.

   For a payment that Adyen has not captured, you cannot create a dispute.

5. Enter the general information for the dispute, then complete the questionnaire, the attachments, and the review screen as described in Raise a dispute from the Issuing disputes page.

Complete or delete a dispute draft

A dispute with the status draft has an incomplete questionnaire. Adyen does not send the dispute to the card scheme until you answer the remaining questions. Complete the draft to submit the dispute, or delete the draft if your cardholder no longer wants to dispute the payment.

To complete a dispute draft:

1. Log in to your Customer Area.
2. Go to Financial products > Issuing disputes.
3. Select the dispute with the status draft.
4. Select Edit dispute draft, then answer the remaining questions.
5. On the review screen, check your answers, then select Initiate dispute.

To delete a dispute draft:

1. Log in to your Customer Area.
2. Go to Financial products > Issuing disputes.
3. Select the dispute with the status draft.

4. Delete the draft dispute.

   You can only delete a dispute while the status is draft. After Adyen sends the dispute to the card scheme, you can no longer close it. To close a dispute that you raised through the Raise disputes API, see Manage disputes.

Track a dispute

To track a dispute:

1. Log in to your Customer Area.
2. Go to Financial products > Issuing disputes.
3. Select the dispute that you want to track.

4. On the dispute details page, review the timeline.

   The timeline shows every stage that the dispute passed through, instead of only the most recent stage. Each entry maps to a dispute status. To learn what each status means, see Lifecycle of a raised dispute.

If the status is draft, the dispute needs an action from you before it can move on: complete the draft. For any other status, you can add supporting information.

Dispute reasons in your Customer Area

The questionnaire asks only the questions that apply to the dispute reason that you select, and to your earlier answers. Every question carries the same information as a parameter of the Raise disputes API. The page for each dispute reason tells you what an answer means, which answers are required, and when a follow-up question applies.

The Customer Area uses shorter labels for the dispute reasons than the dispute reasons and their types table:

See also