{"title":"eftpos chargebacks","category":"default","creationDate":1674206760,"content":"<p>eftpos (electronic funds transfer at point of sale) is Australia's local debit card scheme. It is available for in-person as well as online payments. Most eftpos cards are co-badged with an international card scheme, for example with Mastercard, Visa, or China UnionPay.<\/p>\n<p>You can find the eftpos scheme rules in your <a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a>. Select the Notification icon <i class=\"adl-icon-alert\"><\/i> on the top right, and select <strong>Scheme rules<\/strong>.<\/p>\n<p>The chargeback flow for eftpos consists of the following steps:<\/p>\n<ol>\n<li><a href=\"#request-for-information1\">Request for Information<\/a><\/li>\n<li><a href=\"#information-supplied1\">Information Supplied<\/a><\/li>\n<li><a href=\"#request-for-information2\">Optional: 2nd Request for Information<\/a><\/li>\n<li><a href=\"#information-supplied2\">Optional: 2nd Information Supplied<\/a><\/li>\n<li><a href=\"#first-chargeback\">1st Chargeback<\/a><\/li>\n<\/ol>\n<p>To manage this eftpos chargeback flow, you can:<\/p>\n<ul>\n<li>Use the <a href=\"#eftpos-dispute-api\">Disputes API<\/a>.<\/li>\n<li>Use the <a href=\"#eftpos-dispute-ca\">Customer Area<\/a>.<\/li>\n<\/ul>\n<h2>eftpos flow<\/h2>\n<p><img alt=\"\" src=\"\/user\/pages\/docs\/10.risk-management\/21.chargeback-guidelines\/eftpos-chargebacks\/eftpos-flow.png\" \/><\/p>\n<h2 id=\"request-for-information1\">Request for Information (RFI)<\/h2>\n<p>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<p>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<div class=\"notices yellow\">\n<p>At this point, funds are not yet deducted from your account.<\/p>\n<\/div>\n<p>If you have subscribed to receive <a href=\"\/account\/notification-center\">Customer Area notifications<\/a>, you will be notified by email about the incoming RFIs.  Alternatively, you can find the list of RFIs in your <a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a> by going to <strong>Revenue &amp; risk<\/strong> &gt; <strong>Disputes<\/strong> &gt; <strong>Requests for Information<\/strong>.<\/p>\n<p>You have <strong>14 days<\/strong> to respond to an RFI.<\/p>\n<p>It is mandatory to respond to the RFI. If you do not respond within the specified time, you will receive a <a href=\"#first-chargeback\">chargeback<\/a>. You cannot defend the chargeback and that is the final status of the dispute.<\/p>\n<h2 id=\"information-supplied1\">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>The issuer has <strong>10 days<\/strong> to review your defense documents.<\/p>\n<p>If the issuer accepts your defense, this is the final status of the dispute.<\/p>\n<h2 id=\"request-for-information2\">Optional: 2nd Request for Information (RFI)<\/h2>\n<p>If the issuer rejects the defense documents that you provided during the first RFI stage, they will request more information about the dispute, and you will receive a second RFI.<\/p>\n<p>You have <strong>5 days<\/strong> to respond to the second RFI.<\/p>\n<p>It is mandatory to respond to the second RFI. If you do not respond within the specified time, you will receive a <a href=\"#first-chargeback\">chargeback<\/a>. You cannot defend the chargeback, and that is the final status of the dispute.<\/p>\n<h2 id=\"information-supplied2\">Optional: 2nd 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>The issuer has <strong>7 days<\/strong> to review your defense documents.<\/p>\n<p>If the issuer accepts your defense, this is the final status of the dispute.<\/p>\n<h2 id=\"first-chargeback\">1st Chargeback<\/h2>\n<p>If the issuer rejects your defense, or if you failed to provide the defense documents in time, you will receive a chargeback. The <strong>Chargeback<\/strong> journal is booked, and your account is debited for the chargeback amount.<\/p>\n<p>You cannot defend this chargeback, and this is the final status of the dispute.<\/p>\n<h3 id=\"eftpos-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 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 eftpos dispute flow.<\/p>\n<h3 id=\"eftpos-dispute-ca\">Manage chargebacks in the Customer Area<\/h3>\n<p>In your Customer Area, you can <a href=\"\/risk-management\/manage-disputes#view-disputes\">view disputes<\/a>, and manage the eftpos dispute flow.<\/p>\n<h2 id=\"reason-codes-and-guidelines\">Reason codes and guidelines<\/h2>\n<p>For a list of eftpos Request for Information reason codes, see <a href=\"\/risk-management\/understanding-disputes\/dispute-reason-codes\/?tab=request_for_information_2#rfi-eftpos\">Dispute reason codes<\/a>.<\/p>","url":"https:\/\/docs.adyen.com\/risk-management\/chargeback-guidelines\/eftpos-chargebacks","articleFields":{"feedback_component":true,"last_edit_on":"20-01-2023 10:27"},"algolia":{"url":"https:\/\/docs.adyen.com\/risk-management\/chargeback-guidelines\/eftpos-chargebacks","title":"eftpos chargebacks","content":"eftpos (electronic funds transfer at point of sale) is Australia's local debit card scheme. It is available for in-person as well as online payments. Most eftpos cards are co-badged with an international card scheme, for example with Mastercard, Visa, or China UnionPay.\nYou can find the eftpos scheme rules in your Customer Area. Select the Notification icon  on the top right, and select Scheme rules.\nThe chargeback flow for eftpos consists of the following steps:\n\nRequest for Information\nInformation Supplied\nOptional: 2nd Request for Information\nOptional: 2nd Information Supplied\n1st Chargeback\n\nTo manage this eftpos chargeback flow, you can:\n\nUse the Disputes API.\nUse the Customer Area.\n\neftpos flow\n\nRequest for Information (RFI)\nA 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.\nFor 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.\n\nAt this point, funds are not yet deducted from your account.\n\nIf you have subscribed to receive Customer Area notifications, you will be notified by email about the incoming RFIs.  Alternatively, you can find the list of RFIs in your Customer Area by going to Revenue &amp; risk &gt; Disputes &gt; Requests for Information.\nYou have 14 days to respond to an RFI.\nIt is mandatory to respond to the RFI. If you do not respond within the specified time, you will receive a chargeback. You cannot defend the chargeback and that is the final status of the dispute.\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.\nThe issuer has 10 days to review your defense documents.\nIf the issuer accepts your defense, this is the final status of the dispute.\nOptional: 2nd Request for Information (RFI)\nIf the issuer rejects the defense documents that you provided during the first RFI stage, they will request more information about the dispute, and you will receive a second RFI.\nYou have 5 days to respond to the second RFI.\nIt is mandatory to respond to the second RFI. If you do not respond within the specified time, you will receive a chargeback. You cannot defend the chargeback, and that is the final status of the dispute.\nOptional: 2nd Information 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.\nThe issuer has 7 days to review your defense documents.\nIf the issuer accepts your defense, this is the final status of the dispute.\n1st Chargeback\nIf the issuer rejects your defense, or if you failed to provide the defense documents in time, you will receive a chargeback. The Chargeback journal is booked, and your account is debited for the chargeback amount.\nYou cannot defend this chargeback, and this is the final status of the dispute.\nManage chargebacks using the Disputes API\nIf you have integrated our Disputes API, you receive a dispute webhook when a shopper starts a dispute process with their issuer. Using the API, you can manage the eftpos dispute flow.\nManage chargebacks in the Customer Area\nIn your Customer Area, you can view disputes, and manage the eftpos dispute flow.\nReason codes and guidelines\nFor a list of eftpos Request for Information reason codes, see Dispute reason codes.","type":"page","locale":"en","boost":17,"hierarchy":{"lvl0":"Home","lvl1":"Risk management","lvl2":"Chargeback guidelines","lvl3":"eftpos chargebacks"},"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\/eftpos-chargebacks"},"levels":4,"category":"Risk Management","category_color":"green","tags":["eftpos","chargebacks"]},"articleFiles":{"eftpos-flow.png":"<img alt=\"\" src=\"https:\/\/docs.adyen.com\/user\/pages\/docs\/10.risk-management\/21.chargeback-guidelines\/eftpos-chargebacks\/eftpos-flow.png\" \/>"}}