Diners\/Discover flow<\/h2>\n
![\"\"](\"\/user\/pages\/docs\/10.risk-management\/21.chargeback-guidelines\/diners-discover-chargebacks\/diners-discoverflow.png\")
<\/p>\n
Optional: Request for Information (RFI)<\/h2>\n
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 their bank. It can also be initiated in the context of a fraud investigation where the real cardholder does not acknowledge the transaction.<\/p>\n
For an RFI, always upload information that can help the cardholder to recognize the charge or that can support your position that the transaction is valid.<\/p>\n
At this point, funds are not yet deducted from your account.<\/p>\n<\/div>\n
You can upload information within 18 days<\/strong> of the Request for Information's data for Diners\/Discover.<\/p>\n We recommend that you always respond to RFIs as soon as you receive them. If you do not respond to an RFI before the issuer sends a chargeback on the transaction, you might not be able to defend the chargeback.<\/p>\n<\/div>\n Recommendations on Request for Information documents are:<\/p>\n For physical goods<\/strong><\/p>\n For digital goods<\/strong><\/p>\n Adyen received your defense documents and forwarded them to the scheme. It is no longer possible to change these documents. The InformationSupplied<\/strong> journal is booked and we send you an INFORMATION_SUPPLIED<\/a> webhook.<\/p>\n The issuing bank initiated a Notification of Chargeback (NoC). The NoC can follow from a Request for Information (RFI), or the RFI step is skipped and the NoC occurs immediately after the payment status is set to Settled or Refunded. We send you a NOTIFICATION_OF_CHARGEBACK<\/a> webhook. The dispute process has started, and money will be withdrawn from your account.<\/p>\n The chargeback debit usually occurs a few days after you receive the NoC.<\/p>\n The issuing bank initiates the first chargeback on behalf of the cardholder by sending a chargeback notification to Adyen stating the dispute reason<\/a>.<\/p>\n We assign the dispute to you for review in your Customer Area<\/a> > Revenue & risk<\/strong> > Disputes<\/strong>. The NotificationOfChargeback<\/strong> and Chargeback<\/strong> journals are booked, and we send you a CHARGEBACK<\/a> webhook. At the same time, your account is debited for the chargeback amount.<\/p>\n After your review, you can decide to either:<\/p>\n Defend the dispute. You need to upload the relevant defense documents in your Customer Area<\/a> or using the Disputes API<\/a>. You must provide your defense documents within 40 days<\/strong>. There is no opportunity later in the process to provide information or to update information you provided.<\/p>\n<\/li>\n<\/ul>\n Adyen received your defense documents and forwarded them to the scheme. It is no longer possible to change these documents. The InformationSupplied<\/strong> journal is booked and we send you an INFORMATION_SUPPLIED<\/a> webhook.<\/p>\n The disputed amount was transferred to your account. The issuer is still reviewing the defense. If they accept, this is the final status. The Chargeback reversed<\/strong> journal is booked.<\/p>\n The cardholder can challenge your evidence and their bank will send a Pre-arbitration (second chargeback) to Adyen within 30-32 days<\/strong> of upload date (Information Supplied date).<\/p>\n In most cases, the cardholder insists that the chargeback is valid (after reviewing your evidence) and requests their bank to continue the dispute.<\/p>\n The Adyen Chargeback Team reviews the Pre-arbitration chargebacks and responds by either accepting or declining them.<\/p>\n If Adyen accepts the case, you will be debited for the disputed amount and a SecondChargeback<\/strong> journal will be booked.<\/p>\n If the Pre-arbitration is declined, the bank can pursue it to the final stage of the dispute cycle by escalating it with Diners\/Discover. This is called Arbitration case filing.<\/p>\n If the issuer declines your defense, or Adyen accepts their pre-arbitration case, a second chargeback occurs. You cannot upload defense documents. This is the final status.<\/p>\n At Arbitration case filing stage, the Diners\/Discover chargeback committee will review the chargeback and provide a ruling. They will review the cardholder's claim and your documents and compare them with the Diners\/Discover regulations. The party that did not meet the dispute conditions and requirements will lose the chargeback and will be held liable for a filing fee of USD 500 (the fee is charged on top of the dispute amount).<\/p>\n\n
\n<\/strong><\/li>\n<\/ul>\n\n
Information Supplied<\/h2>\n
Notification of Chargeback<\/h2>\n
1st Chargeback<\/h2>\n
\n
\nSee Defense requirements<\/a> for file formats and for defense documents per dispute type. Be sure to address the dispute reason and provide information that supports your position. An overview of the order details is not enough.<\/p>\nInformation Supplied<\/h2>\n
Chargeback Reversed<\/h2>\n
Pre-Arbitration<\/h2>\n
2nd Chargeback<\/h2>\n
Arbitration case filing<\/h2>\n
![\"\"](\"https:\/\/docs.adyen.com\/user\/pages\/docs\/10.risk-management\/21.chargeback-guidelines\/diners-discover-chargebacks\/diners-discoverflow.png\")
"}}