JCB Flow<\/h2>\n
![\"\"](\"\/user\/pages\/docs\/10.risk-management\/21.chargeback-guidelines\/jcb-chargebacks\/jcb-flow.png\")
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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
Information Supplied<\/h2>\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 The dispute process has started, and money will be withdrawn from your account.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.<\/p>\n The issuing bank can initiate a second chargeback (on behalf of the cardholder) within 35 days<\/strong> from the first Chargeback defense date.<\/p>\n With the second chargeback, funds are taken from a merchant's account (after previously being reversed) and there is no opportunity to upload documents.<\/p>\n JCB does not allow document upload for second chargebacks. If you have enough information that the second chargeback is invalid, contact the Adyen Disputes Team to challenge the second dispute.<\/p>\n After receiving the Second Chargeback you must decide whether or not to pursue the case. If the decision is made to pursue the case, you must contact the Adyen Chargeback team with supporting information within 40 days<\/strong> of receiving the Second Chargeback.<\/p>\nNotification of Chargeback<\/h2>\n
1st Chargeback<\/h2>\n
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\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
2nd Chargeback<\/h2>\n
Arbitration Case Filing<\/h2>\n
![\"\"](\"https:\/\/docs.adyen.com\/user\/pages\/docs\/10.risk-management\/21.chargeback-guidelines\/jcb-chargebacks\/jcb-flow.png\")
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