The American Express chargeback flow:
- Optional: Request for Information
- Information Supplied
- Notification of Chargeback
- 1st Chargeback
- Information Supplied
- Chargeback Reversed
- 2nd Chargeback
American Express flow
Request for Information (RFI)
The American Express chargeback process starts with a Request for Information (RFI). You can fulfill this request by uploading the necessary documents within 14 days. The reason code of the RFI specifies why the cardholder disputed 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, you cannot defend the chargeback.
Under certain circumstances, American Express does not send an RFI and initiates a chargeback directly. This happens, for example, when there is a high amount of fraudulent transactions and/or chargebacks. In that case, the chargeback process starts from the Notification of Chargeback stage.
Information Supplied
Adyen received your defense documents and forwarded them to the scheme. It is no longer possible to change these documents. The InformationSupplied journal is booked and we send you an INFORMATION_SUPPLIED webhook.
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 14 days to submit your defense documents.
The reason code specifies why the chargeback was initiated.
At this point, funds are not yet deducted from your account, but a NoC always indicates that your account will be debited for the chargeback amount.
We assign the chargeback to you for review in your Customer Area > Revenue & risk > Disputes. To receive alerts for new RFIs and chargebacks, you can use Customer Area notifications or 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 the dispute. You need to upload the relevant defense documents in your Customer Area or using the Disputes API.
Submit your defense documents within 14 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 received your defense documents and forwarded them to the scheme. It is no longer possible to change these documents. The InformationSupplied journal is booked and we send you an INFORMATION_SUPPLIED webhook.
If the issuer rejects your defense, you lose the dispute and this is the final status.
Chargeback Reversed
The issuer has reviewed and accepted the defense. The ChargebackReversed journal is booked and the disputed amount will be transferred to your account.
In the normal chargeback flow, this is the final status. However, in some cases the cardholder may supply new evidence and challenge the decision, and this may lead to a second chargeback.
2nd Chargeback
In exceptional cases, American Express can reopen a dispute that was previously closed in your favor. If that happens, the SecondChargeback journal is booked, and your account is debited. This is the final status of the dispute.