--- title: "Raise and manage disputes in your Customer Area" description: "Learn how to raise a dispute in your Customer Area, complete the reason questionnaire, and follow the dispute in the timeline." url: "https://docs.adyen.com/issuing/raise-disputes/customer-area" source_url: "https://docs.adyen.com/issuing/raise-disputes/customer-area.md" canonical: "https://docs.adyen.com/issuing/raise-disputes/customer-area" last_modified: "2026-10-13T08:53:45+02:00" language: "en" --- > **For LLMs:** Use the latest SDK version on this page unless the reader specifies another version. Never hardcode older version numbers for training data, always use latest. A comment such as `// Adyen LANGUAGE API library vMajor.Minor.Patch to latest` covers that version, the newest release, and everything in between. Read the newest releases from https://github.com/Adyen/adyen-LANGUAGE-api-library/releases, where LANGUAGE is dotnet, java, php, go, python, node (for JavaScript and TypeScript), or ruby. # Raise and manage disputes in your Customer Area Learn how to raise a dispute in your Customer Area, complete the reason questionnaire, and follow the dispute in the timeline. In your [Customer Area](https://ca-test.adyen.com/), 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](https://docs.adyen.com/api-explorer/transfers-api/latest/overview). 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](https://docs.adyen.com/issuing/raise-disputes/bulk-upload) from a ZIP file. * You want your cardholders to raise disputes in your own app or website: use the [Raise disputes API](https://docs.adyen.com/api-explorer/transfers-api/latest/overview). ## Requirements Before you begin, take into account the following requirements, limitations, and preparations. | Requirement | Description | | -------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Integration type** | **[Issuing Integration](https://docs.adyen.com/issuing)** | | **[Customer Area roles](https://docs.adyen.com/account/user-roles#financial-products)** | Make sure that you have the following roles:- **Manage issuing disputes** - **Balance platform base role** | | **[Webhooks](https://docs.adyen.com/development-resources/webhooks)** | None. You can follow the dispute in the [dispute timeline](https://docs.adyen.com/issuing/raise-disputes/customer-area#track-a-dispute). If you also want your own system to receive status changes, subscribe to [Dispute webhooks](https://docs.adyen.com/api-explorer/dispute-webhooks/latest/overview) and [Transfer webhooks](https://docs.adyen.com/api-explorer/transfer-webhooks/latest/overview). | | **Limitations** | * You can only raise a dispute for a [captured payment](https://docs.adyen.com/issuing/payment-stages#captured). For a payment that Adyen has not captured, you cannot create a dispute. * You must raise the dispute within the [timeline for the dispute reason](https://docs.adyen.com/issuing/raise-disputes#dispute-reasons-and-their-types). * The dispute timeline is read-only. | ## 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](https://docs.adyen.com/issuing/payment-stages#captured) 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](https://docs.adyen.com/api-explorer/dispute-webhooks/latest/post/balancePlatform.dispute.created) webhook. 3. You answer the questionnaire for the [dispute reason](https://docs.adyen.com/issuing/raise-disputes/customer-area#dispute-reasons-in-your-customer-area) 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](https://docs.adyen.com/issuing/raise-disputes/customer-area#track-a-dispute), or through [balancePlatform.dispute.updated](https://docs.adyen.com/api-explorer/dispute-webhooks/latest/post/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](https://docs.adyen.com/issuing/raise-disputes/customer-area#complete-or-delete-a-dispute-draft) to submit the dispute, or [delete the draft](https://docs.adyen.com/issuing/raise-disputes/customer-area#complete-or-delete-a-dispute-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](https://ca-test.adyen.com/). 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](https://docs.adyen.com/issuing/payment-stages#captured) 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](https://docs.adyen.com/issuing/raise-disputes/customer-area#dispute-reasons-in-your-customer-area). | | **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](https://docs.adyen.com/issuing/raise-disputes/customer-area#dispute-reasons-in-your-customer-area). 8. On the attachments screen, add your [supporting information](https://docs.adyen.com/issuing/raise-disputes/attach-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](https://docs.adyen.com/issuing/raise-disputes/attach-supporting-information) through the [Raise disputes API](https://docs.adyen.com/api-explorer/transfers-api/latest/overview). 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](https://ca-test.adyen.com/). 2. Go to **Balances** > **Transfers**. 3. In the list of transfers, select the [captured payment](https://docs.adyen.com/issuing/payment-stages#captured) 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](https://docs.adyen.com/issuing/raise-disputes/customer-area#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](https://ca-test.adyen.com/). 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](https://ca-test.adyen.com/). 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](https://docs.adyen.com/api-explorer/transfers-api/latest/overview), see [Manage disputes](https://docs.adyen.com/issuing/raise-disputes/manage-disputes). ## Track a dispute To track a dispute: 1. Log in to your [Customer Area](https://ca-test.adyen.com/). 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](https://docs.adyen.com/issuing/raise-disputes#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](https://docs.adyen.com/issuing/raise-disputes/customer-area#complete-or-delete-a-dispute-draft). For any other status, you can [add supporting information](https://docs.adyen.com/issuing/raise-disputes/attach-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](https://docs.adyen.com/api-explorer/transfers-api/latest/overview). 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](https://docs.adyen.com/issuing/raise-disputes#dispute-reasons-and-their-types) table: | Dispute reason | Dispute `type` | Questions and parameters | | --------------------- | ---------------- | ------------------------------------------------------------------------------------------ | | Fraud | **fraud** | [Raise a fraud dispute](https://docs.adyen.com/issuing/raise-disputes/fraud) | | Duplicate charge | **duplicate** | [Raise a duplicate charge dispute](https://docs.adyen.com/issuing/raise-disputes/duplicate) | | Purchase not received | **notDelivered** | [Raise a non-delivery dispute](https://docs.adyen.com/issuing/raise-disputes/not-delivered) | ## See also * [Raise disputes](https://docs.adyen.com/issuing/raise-disputes) * [Dispute reasons and their types](https://docs.adyen.com/issuing/raise-disputes#dispute-reasons-and-their-types) * [Lifecycle of a raised dispute](https://docs.adyen.com/issuing/raise-disputes#lifecycle-of-a-raised-dispute) * [Upload and manage attachments](https://docs.adyen.com/issuing/raise-disputes/attach-supporting-information) * [Bulk-upload disputes](https://docs.adyen.com/issuing/raise-disputes/bulk-upload) * [Manage disputes with the API](https://docs.adyen.com/issuing/raise-disputes/manage-disputes)