{"title":"India domestic chargebacks with BillDesk","category":"default","creationDate":1705742760,"content":"<p>When you <a href=\"\/online-payments\/payments-india-compliance-guide\/\">process payments in India<\/a>, Adyen partners with BillDesk to offer credit and debit card payments, and payments through wallets, unified payments interface (UPI), and online banking.<\/p>\n<p>If a payment is disputed, you can manage disputes using the <a href=\"#billdesk-dispute-ca\">Customer Area<\/a> or the <a href=\"#billdesk-dispute-api\">Disputes API<\/a> for the following transaction types:<\/p>\n<ul>\n<li><a href=\"\/payment-methods\/cards\/\">Cards<\/a> - Visa, Mastercard, Diners, American Express, and RuPay.<\/li>\n<li><a href=\"\/payment-methods\/upi\/\">Unified payments interface (UPI)<\/a> - an instant real-time payment system that offers interbank transactions to shoppers.<\/li>\n<\/ul>\n<p>You cannot manage disputes for <a href=\"\/payment-methods\/online-banking-india\/\">online banking India<\/a> and <a href=\"\/payment-methods\/wallets-india\/\">wallets India<\/a> (such as Amazon Pay) using the Customer Area or the Disputes API. For those disputes, the Adyen <a href=\"https:\/\/ca-test.adyen.com\/ca\/ca\/contactUs\/support.shtml?form=other\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Support Team<\/a> will help you through email.<\/p>\n<p>The chargeback flow consists of the following steps:<\/p>\n<ol>\n<li><a href=\"#notification-of-chargeback\">Notification of Chargeback<\/a><\/li>\n<li><a href=\"#information-supplied\">Information Supplied<\/a><\/li>\n<li><a href=\"#chargeback\">1st Chargeback<\/a><\/li>\n<li><a href=\"#pre-arbitration\">Pre-arbitration<\/a><\/li>\n<\/ol>\n<h2 id=\"billdesk-flow\">BillDesk flow<\/h2>\n<p><img alt=\"\" src=\"\/user\/pages\/docs\/10.risk-management\/21.chargeback-guidelines\/billdesk-chargebacks\/billdesk-flow.png\" \/><\/p>\n<h2 id=\"notification-of-chargeback\">Notification of Chargeback<\/h2>\n<p>BillDesk initiates a Notification of Chargeback (NoC). The <strong>NotificationOfChargeback<\/strong> journal is booked. At this point, funds are not yet deducted from your account.<\/p>\n<p>We assign the dispute to you for review in your <a href=\"https:\/\/ca-live-in.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">live India Customer Area<\/a> &gt; <strong>Revenue &amp; risk<\/strong> &gt; <strong>Disputes<\/strong> or send you in a <a href=\"\/risk-management\/disputes-api\/dispute-notifications\">dispute webhook<\/a>.<\/p>\n<div class=\"sc-notice note\"><div>\n<p>You have 7 days to respond to a chargeback notification.<\/p>\n<\/div><\/div>\n<p>The <a href=\"\/risk-management\/understanding-disputes\/dispute-reason-codes?tab=chargeback_1#billdesk\">reason code<\/a> specifies why the chargeback was initiated.<\/p>\n<p>After your review, you can decide to either:<\/p>\n<ul>\n<li>Accept the chargeback in your <a href=\"https:\/\/ca-live-in.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">live India Customer Area<\/a>. The dispute is lost, and you can no longer defend it.<\/li>\n<li>Defend the dispute. You need to upload the relevant defense documents in your <a href=\"https:\/\/ca-live-in.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">live India Customer Area<\/a> or using the <a href=\"\/risk-management\/disputes-api\">Disputes API<\/a>.<\/li>\n<\/ul>\n<h2 id=\"information-supplied\">Information Supplied<\/h2>\n<p>Adyen received your defense documents and forwarded them to the scheme. It is no longer possible to change these documents. The <strong>InformationSupplied<\/strong> journal is booked and we send you an <a href=\"\/risk-management\/disputes-api\/dispute-notifications\/#information_supplied\">INFORMATION_SUPPLIED<\/a> webhook.<\/p>\n<p>Based on the information you provided, BillDesk assesses the dispute and makes a decision:<\/p>\n<ul>\n<li>If BillDesk accepts your defense, no further journals are booked, and this is the final status.<\/li>\n<li>If BillDesk rejects your defense, you will receive a <a href=\"#chargeback\">chargeback<\/a>.<br \/>\nBillDesk imposes a 60-day period to determine the final status of a dispute. If the <strong>Chargeback<\/strong> journal has not been booked after 60 days, you can consider the dispute as won.<\/li>\n<\/ul>\n<h2 id=\"chargeback\">1st Chargeback<\/h2>\n<p>If the shopper or the issuing bank does not accept your supporting document, or you failed to provide the defense documents in time, you will receive a chargeback. The <strong>Chargeback<\/strong> journal is booked, you receive a <a href=\"\/risk-management\/disputes-api\/dispute-notifications#chargeback\">CHARGEBACK<\/a> webhook, and your account is debited for the chargeback amount.<\/p>\n<p>You cannot defend this chargeback. This is the final status and the dispute is lost.<\/p>\n<h2 id=\"pre-arbitration\">Pre-arbitration<\/h2>\n<p>If the issuer does not find the defense compelling enough, they can initiate pre-arbitration even after you win the chargeback and the chargeback did not appear on Adyen's settlement report for more than 60 days.<\/p>\n<p>The disputes that go to pre-arbitration cannot be managed through the Disputes API or the Customer Area. The issuer will send an email to the Adyen <a href=\"https:\/\/ca-test.adyen.com\/ca\/ca\/contactUs\/support.shtml?form=other\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Support Team<\/a> highlighting the dispute that went to pre-arbitration. The Adyen <a href=\"https:\/\/ca-test.adyen.com\/ca\/ca\/contactUs\/support.shtml?form=other\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Support Team<\/a> will contact you for the next steps.<\/p>\n<h2>Managing chargebacks<\/h2>\n<p>You can manage the BillDesk chargeback flow using your <a href=\"#billdesk-dispute-ca\">Customer Area<\/a> or the <a href=\"#billdesk-dispute-api\">Disputes API<\/a>.<\/p>\n<h3 id=\"billdesk-dispute-ca\">Manage chargebacks in the Customer Area<\/h3>\n<p>In your <a href=\"https:\/\/ca-live-in.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">live India Customer Area<\/a>, you can <a href=\"\/risk-management\/manage-disputes#view-disputes\">view disputes<\/a>, and manage the four stages of a BillDesk chargeback flow for a disputed payment.<\/p>\n<h3 id=\"billdesk-dispute-api\">Manage chargebacks using the Disputes API<\/h3>\n<p>If you have integrated our <a href=\"\/risk-management\/disputes-api\">Disputes API<\/a>, you will receive a <a href=\"\/risk-management\/disputes-api\/dispute-notifications\">dispute webhook<\/a> when a shopper starts a dispute process with their issuer. Using the API, you can manage the BillDesk chargeback flow for the disputed payment.<\/p>\n<p>If you want to know more about BillDesk, you can read it <a href=\"https:\/\/docs.billdesk.io\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">here<\/a>.<\/p>\n<h2 id=\"reason-codes-and-guidelines\">Reason codes and guidelines<\/h2>\n<p>For a list of India domestic chargebacks with BillDesk dispute reason codes, see <a href=\"\/risk-management\/understanding-disputes\/dispute-reason-codes\/?tab=chargeback_1#billdesk\">Dispute reason codes<\/a>.<\/p>","url":"https:\/\/docs.adyen.com\/risk-management\/chargeback-guidelines\/billdesk-chargebacks","articleFields":{"feedback_component":true,"last_edit_on":"20-03-2024 10:27"},"algolia":{"url":"https:\/\/docs.adyen.com\/risk-management\/chargeback-guidelines\/billdesk-chargebacks","title":"India domestic chargebacks with BillDesk","content":"When you process payments in India, Adyen partners with BillDesk to offer credit and debit card payments, and payments through wallets, unified payments interface (UPI), and online banking.\nIf a payment is disputed, you can manage disputes using the Customer Area or the Disputes API for the following transaction types:\n\nCards - Visa, Mastercard, Diners, American Express, and RuPay.\nUnified payments interface (UPI) - an instant real-time payment system that offers interbank transactions to shoppers.\n\nYou cannot manage disputes for online banking India and wallets India (such as Amazon Pay) using the Customer Area or the Disputes API. For those disputes, the Adyen Support Team will help you through email.\nThe chargeback flow consists of the following steps:\n\nNotification of Chargeback\nInformation Supplied\n1st Chargeback\nPre-arbitration\n\nBillDesk flow\n\nNotification of Chargeback\nBillDesk initiates a Notification of Chargeback (NoC). The NotificationOfChargeback journal is booked. At this point, funds are not yet deducted from your account.\nWe assign the dispute to you for review in your live India Customer Area &gt; Revenue &amp; risk &gt; Disputes or send you in a dispute webhook.\n\nYou have 7 days to respond to a chargeback notification.\n\nThe reason code specifies why the chargeback was initiated.\nAfter your review, you can decide to either:\n\nAccept the chargeback in your live India Customer Area. The dispute is lost, and you can no longer defend it.\nDefend the dispute. You need to upload the relevant defense documents in your live India Customer Area or using the Disputes API.\n\nInformation Supplied\nAdyen 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.\nBased on the information you provided, BillDesk assesses the dispute and makes a decision:\n\nIf BillDesk accepts your defense, no further journals are booked, and this is the final status.\nIf BillDesk rejects your defense, you will receive a chargeback.\nBillDesk imposes a 60-day period to determine the final status of a dispute. If the Chargeback journal has not been booked after 60 days, you can consider the dispute as won.\n\n1st Chargeback\nIf the shopper or the issuing bank does not accept your supporting document, or you failed to provide the defense documents in time, you will receive a chargeback. The Chargeback journal is booked, you receive a CHARGEBACK webhook, and your account is debited for the chargeback amount.\nYou cannot defend this chargeback. This is the final status and the dispute is lost.\nPre-arbitration\nIf the issuer does not find the defense compelling enough, they can initiate pre-arbitration even after you win the chargeback and the chargeback did not appear on Adyen's settlement report for more than 60 days.\nThe disputes that go to pre-arbitration cannot be managed through the Disputes API or the Customer Area. The issuer will send an email to the Adyen Support Team highlighting the dispute that went to pre-arbitration. The Adyen Support Team will contact you for the next steps.\nManaging chargebacks\nYou can manage the BillDesk chargeback flow using your Customer Area or the Disputes API.\nManage chargebacks in the Customer Area\nIn your live India Customer Area, you can view disputes, and manage the four stages of a BillDesk chargeback flow for a disputed payment.\nManage chargebacks using the Disputes API\nIf you have integrated our Disputes API, you will receive a dispute webhook when a shopper starts a dispute process with their issuer. Using the API, you can manage the BillDesk chargeback flow for the disputed payment.\nIf you want to know more about BillDesk, you can read it here.\nReason codes and guidelines\nFor a list of India domestic chargebacks with BillDesk dispute reason codes, see Dispute reason codes.","type":"page","locale":"en","boost":17,"hierarchy":{"lvl0":"Home","lvl1":"Risk management","lvl2":"Chargeback guidelines","lvl3":"India domestic chargebacks with BillDesk"},"hierarchy_url":{"lvl0":"https:\/\/docs.adyen.com\/","lvl1":"https:\/\/docs.adyen.com\/risk-management","lvl2":"https:\/\/docs.adyen.com\/risk-management\/chargeback-guidelines","lvl3":"\/risk-management\/chargeback-guidelines\/billdesk-chargebacks"},"levels":4,"category":"Risk Management","category_color":"green","tags":["India","domestic","chargebacks","BillDesk"]},"articleFiles":{"billdesk-flow.png":"<img alt=\"\" src=\"https:\/\/docs.adyen.com\/user\/pages\/docs\/10.risk-management\/21.chargeback-guidelines\/billdesk-chargebacks\/billdesk-flow.png\" \/>"}}