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JCB chargebacks

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

The JCB 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. 2nd Chargeback
  8. Arbitration Case Filing

JCB Flow

Optional: Request for Information (RFI)

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.

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.

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

Information Supplied

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

Notification of Chargeback

The issuer 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. The dispute process has started, and money will be withdrawn from your account.

The chargeback debit usually occurs a few days after you receive the NoC.

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 assign the dispute to you for review in your Customer Area > Risk > Disputes, or send you a webhook. 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 your defense documents within 40 days after receiving the Notification of Chargeback.

Information Supplied

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

Chargeback Reversed

The disputed amount was transferred to your account. The issuer is still reviewing the defense. If they accept, this is the final status.

2nd Chargeback

The issuing bank can initiate a second chargeback (on behalf of the cardholder) within 45 days from the first Chargeback defense date.

With the second chargeback, funds are taken from a merchant's account (after previously being reversed) and there is no opportunity to upload documents.

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.

Arbitration Case Filing

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 of receiving the Second Chargeback.

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

Representment Guidelines

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