The chargeback flow for Mexico domestic consists of the following steps:
- Optional: Request for Information
- Information Supplied
- Notification of Chargeback
- 1st Chargeback
- Information Supplied
- Chargeback Reversed
- 2nd Chargeback
- 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 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 webhook. The dispute process has started, and money will be withdrawn from your account.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 > Revenue & risk > Disputes. The NotificationOfChargeback and Chargeback journals are booked, and we send you a CHARGEBACK webhook. At the same time, your account is debited for the chargeback amount.
After your review, you can decide to either:
- Accept the chargeback in your Customer Area or using the Disputes API. The case will be closed for defense.
-
Defend the dispute. You need to upload the relevant defense documents in your Customer Area or using the Disputes API.
See Defense requirements 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.You must provide your defense documents within 25 days after receiving the NoC. There is no opportunity later in the process to provide information or to update information you provided.
Information Supplied
Adyen 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.
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.