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ELO chargebacks

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

The ELO 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. Chargeback Reversed
  7. Pre-Arbitration
  8. 2nd Chargeback
  9. Arbitration Case Filing

ELO flow

Optional: Request For Information (RFI)

A Request For Information 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 exercised as a Fraud investigation where the real cardholder does not acknowledge the transaction.
For Requests For Information (RFI), always upload information that can help the cardholder to recognize the charge or that can support your position that the transaction is valid.

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

ELO transaction receipt RFI reasons

Code Message
01 Request for copy related to the transaction
03 Cardholder request for copy related to the transaction due to dispute
04 Fraud analysis request
05 Good faith investigation.

RFI defense recommendations

Code 04: Fraud analysis request: Block the delivery of the goods, if possible, and block the shopper from performing any future payments for fraudulent cases.

Other codes: Upload information that may help the cardholder to recognize the charge or that can support your position that the transaction is valid. Upload information within 18 days.

For physical goods

  • Order confirmation/copy invoice.
  • Proof that goods are delivered (DHL/UPS signed proof of delivery).

For digital goods

  • Order confirmation/copy invoice.
  • Proof that services are downloaded/used (date and time of download, IP address, and email address that was used for the download).

Information Supplied

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

Notification of Chargeback

A Notification of Chargeback (NoC) may follow from a Request for Information (RFI), or occur immediately after the transaction payment status is set to Settled or Refunded skipping the RFI step. It usually occurs a couple of days after the NoC, and has a financial impact. At this stage money is withdrawn from your account, since the dispute process has started.

1st Chargeback

The issuing bank initiates the first chargeback on behalf of the cardholder by sending a chargeback notification to Adyen stating the dispute reason.
We will assign it to you for review in the Disputes tab of the Adyen Customer Area, or inform you via Adyen's notifications. At the same time, your account is debited for the chargeback amount, and the NotificationOfChargeback and Chargeback journals are booked.
After your review, you can decide to either:

Contact Adyen with the relevant defense documents (see Reason codes and guidelines) within within 18 days.

There is no opportunity later in the process to provide information (unless this information was not available before). Therefore, please address the reason code and upload information that can support your position. Only uploading an overview of the order details is not enough.

Information Supplied

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

Chargeback Reversed

For ELO chargebacks (Consumer disputes and Processing Errors categories), the disputed amount is returned after upload of the defense material.

The Chargeback reversed journal is booked.

Pre-arbitration

The cardholder can challenge your evidence and their bank will send a Pre-arbitration (second chargeback) to Adyen within 30 days of upload date (Information Supplied date).

Pre-arbitration chargebacks are initiated by the bank only for the ELO workflow (Consumer Disputes and Processing Errors).

In most cases, the cardholder insists that the chargeback is valid (after reviewing merchants evidence) and requests their bank to continue the dispute.

The Adyen Chargeback Team reviews the Pre-arbitration chargebacks and responds by either accepting or declining them.

If Adyen accepts the case, you will be debited for the disputed amount and a SecondChargeback journal will be booked.

If the Pre-arbitration is declined, the bank can pursue it to the final stage of the dispute cycle by escalating it with ELO.

This is called Arbitration case filing.

2nd Chargeback

If the issuer declines your defense, or Adyen accepts their pre-arbitration case, a second chargeback occurs. You can not upload defense documents. This is the final status.

Arbitration case filing

At Arbitration case filing stage, the ELO chargeback committee will:

  • Review the chargeback and provide a ruling.
  • Review the cardholder’s claim and your documents.
  • Compare them with the ELO 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).

Adyen is not responsible if the card scheme rules in favor of the cardholder.

Reason codes and guidelines

For a list of ELO dispute reason codes, see Dispute reason codes.