Default dispute flow<\/strong><\/p> 4868 Dispute flow<\/strong><\/p> In both flows, the funds are charged back, and you have 30 days<\/strong> to defend the dispute or accept it.<\/p>\n The following diagram shows the default PULSE dispute flow. This flow applies to all disputes except those with reason code 4868<\/a>. <\/p>\n The default dispute flow consists of the following steps:<\/p>\n The issuing bank initiated a Notification of Chargeback (NoC). The NoC can occur immediately after the payment status changes 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 The dispute process has started, and money will be withdrawn from your account.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 30 days after receiving the NoC<\/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 For all dispute reasons other than card-not-present fraud, the disputed amount is transferred back to your account after we have forwarded your defense documents to PULSE. The ChargebackReversed<\/strong> journal is booked, and we send you a CHARGEBACK_REVERSED<\/a> webhook.<\/p>\n The cardholder can challenge your evidence. Their bank will then send a pre-arbitration case to Adyen within 30 days<\/strong> of the Chargeback Reversed date. Issuing banks can initiate Pre-Arbitration for all disputes except those related to card-not-present fraud.<\/p>\n In most cases, the cardholder insists that the chargeback is valid (after reviewing your evidence) and asks their bank to continue the dispute.<\/p>\n If the issuer declines your defense, or Adyen accepts their pre-arbitration case, a second chargeback occurs. You cannot upload defense documents. This is the final status.<\/p>\n The chargeback amount that was previously returned to your account, is now debited from your account again. The SecondChargeback<\/strong> journal is booked, and we send you a SECOND_CHARGEBACK<\/a> webhook.<\/p>\n The following diagram shows the PULSE dispute flow for fraud disputes with reason code 4868<\/strong>. <\/p>\n The 4868 dispute flow consists of the following steps:<\/p>\n The issuing bank initiated a Notification of Chargeback (NoC). The NoC can occur immediately after the payment status changes 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 30-day period in which you can defend the dispute starts now.<\/p>\n<\/div>\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 30 days after receiving the NoC<\/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 Adyen automatically creates a Pre-Arbitration case containing your documents, and forwards your case to the issuing bank. The bank has 30 days<\/strong> to review the documents and respond by accepting or declining the case.<\/p>\n If the Pre-Arbitration is accepted by the bank, we book the PreArbitrationWon<\/strong> and ChargebackReversed<\/strong> journals. Chargeback Reversed will be the final status.<\/p>\n If the Pre-Arbitration is declined, we book a PreArbitrationLost<\/strong> journal. The status of the dispute will remain Chargeback.<\/p>\n Because you won the Pre-Arbitration, the disputed amount is transferred back to your account. The ChargebackReversed<\/strong> journal is booked, and we send you a CHARGEBACK_REVERSED<\/a> webhook. Chargeback Reversed is the final status.<\/p>\nDefault dispute flow<\/h2>\n
![\"\"](\"\/user\/pages\/docs\/10.risk-management\/21.chargeback-guidelines\/pulse-chargebacks\/pulse-default-dispute-flow.png\")
<\/p>\n\n
Notification of Chargeback<\/h3>\n
1st Chargeback<\/h3>\n
\n
\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<\/h3>\n
Chargeback Reversed<\/h3>\n
Pre-Arbitration<\/h3>\n
2nd Chargeback<\/h3>\n
4868 Dispute flow<\/h2>\n
![\"\"](\"\/user\/pages\/docs\/10.risk-management\/21.chargeback-guidelines\/pulse-chargebacks\/pulse-4868-dispute-flow.png\")
<\/p>\n\n
Notification of Chargeback<\/h3>\n
1st Chargeback<\/h3>\n
\n
\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<\/h3>\n
Pre-arbitration<\/h3>\n
Chargeback Reversed<\/h3>\n
See also<\/h2>\n
![\"\"](\"https:\/\/docs.adyen.com\/user\/pages\/docs\/10.risk-management\/21.chargeback-guidelines\/pulse-chargebacks\/pulse-4868-dispute-flow.png\")
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