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UnionPay chargebacks

Learn about the UnionPay chargeback process and the guidelines to dispute a chargeback.

The chargeback flow described here is applicable to UnionPay chargebacks received on or after 13 April 2020. Chargebacks received before this date are not defendable through Adyen.

The UnionPay chargeback flow consists of the following steps:

  1. Optional: Request for Information
  2. Information Supplied
  3. Notification of Chargeback
  4. 1st Chargeback
  5. Information Supplied
  6. Pre-Arbitration
  7. Chargeback Reversed


UnionPay (CUP) Flow

Optional: Request for Information (RFI)

A Request For Information (RFI) is initiated when the cardholder does not recognize or does not agree to a charge, and requests more information from the issuer. It can also be initiated in the context of a fraud investigation where the real cardholder does not acknowledge the transaction.

At this point, funds are not yet deducted from your account.

When you respond to an RFI, always upload information that can help the cardholder recognize the charge or that can support your position that the transaction is valid. You can upload the relevant documents using the Customer Area or Disputes API.

If you do not respond to an RFI and subsequently receive a chargeback for the disputed transaction, the chargeback is undefendable.

Information Supplied

Adyen has received your defense documents and has forwarded them to the scheme. It is no longer possible to change these documents.

This is the final status of the RFI. If the cardholder continues to dispute the charge, they will initiate the chargeback process.

Notification of Chargeback

The issuer initiates a chargeback on behalf of the cardholder by sending a Notification of Chargeback (NoC) to Adyen. The NotificationOfChargeback journal is booked.

From the time you receive the NoC, you have 30 days to submit your defense documents.

The NoC can follow a Request for Information (RFI) or occur directly after the payment status is set to Settled or Refunded. The reason code specifies why the chargeback was initiated.

At this point, funds are not yet deducted from your account, but an NoC always indicates that your account will be debited for the chargeback amount.

We will assign the chargeback to you for review in the Disputes tab of the Customer Area. To receive alerts for new RFIs and chargebacks, you can use system messages or notification webhooks.

After your review, you can decide to either:

  • Accept the chargeback in the Customer Area. The dispute is lost and you can no longer defend it.
  • Defend against the dispute. You need to upload the relevant defense documents using the Customer Area or Dispute API.

Submit your defense documents within 30 days of receiving the NoC.

There is no opportunity later in the process to provide additional documents or other information. Therefore, make sure to address the dispute reason and upload information that can support your position. Only uploading an overview of the order details is not enough. For further information, see Defense requirements.

1st Chargeback

Your account is debited for the chargeback amount and the Chargeback journal is booked. The chargeback debit usually occurs a few days after you receive the NoC.

The chargeback remains open for defense; you can upload defense documents as long as the defense timeframe has not expired.

Information Supplied

Adyen has received your defense documents and has forwarded them to the scheme. It is no longer possible to change these documents.

In the UnionPay chargeback flow, the funds are not immediately transferred back to your account after submitting defense documents.

Pre-arbitration

In line with UnionPay's dispute guidelines, Adyen will automatically create a Pre-Arbitration case (containing your documents) and forward it to the scheme, and the AcquirerPreArbitrationUploaded journal is booked. The issuer has 20 days to review the documents and can respond by accepting or declining the case.

If the pre-arbitration is accepted by the issuer, the PreArbitrationWon journal is booked. You have won the dispute and the funds will be returned to your account.

If the pre-arbitration is declined, the PreArbitrationLost journal is booked. You have lost the dispute and the cardholder retains the funds. No further journals will be booked; this is the final status.

If the issuer declines your defense but you wish to challenge their decision, contact the Adyen Disputes Team within 5 days of receiving the PreArbitrationLost dispute journal.

Adyen is not responsible if the dispute is ruled in favor of the cardholder.

Chargeback Reversed

If the issuer accepted the pre-arbitration and you received the PreArbitrationWon journal, the funds are returned to your account and the ChargebackReversed journal is booked. This is the final status of the dispute.