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Mexico domestic chargebacks

The chargeback flow for Mexico domestic 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

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 The dispute process has started, and money will be withdrawn from your account.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

The NotificationOfChargeback journal is booked.

The reason code specifies why the chargeback was initiated.

1st Chargeback

Your account is debited for the chargeback amount and the Chargeback journal is booked.

You can review the chargeback in the Disputes tab of the Customer Area. To receive alerts for new RFIs and chargebacks, you can use Customer Area notifications or webhooks.

After your review, you can decide to either:

  • Accept the chargeback in the Customer Area. The dispute is lost and you can no longer defend it.
  • Defend the dispute. You need to upload the relevant defense documents using the Customer Area or Dispute API.

Submit your defense documents within 25 days of receiving the NoC.

There is no opportunity later in the process to provide additional documents or other information. Therefore, make sure to address the dispute reason and upload information that can support your position. Only uploading an overview of the order details is not enough. For further information, see Defense requirements.

Information Supplied

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

Chargeback Reversed

If the issuer accepts your defense, the ChargebackReversed journal is booked and the disputed amount is transferred to your account. This is the final status.

2nd Chargeback

If the issuer declines your defense, the issuing bank can initiate a second chargeback (on behalf of the cardholder) within 30 days from the first chargeback defense date.

A SecondChargeback journal can take up to 45 days to be booked. This is the final status.

Adyen is not responsible if the dispute is ruled in favor of the cardholder.

Arbitration Case Filing

After receiving the second chargeback you must decide whether to pursue the case. If the decision is made to pursue the case, you must contact the Adyen Chargeback team with supporting information within 10 days of receiving the second chargeback.

If an Arbitration is raised and lost you will receive a fine of USD 500.

Reason codes and guidelines

For a list of Mexico domestic dispute reason codes, see Dispute reason codes.