{"title":"UnionPay chargebacks","category":"default","creationDate":1565958420,"content":"
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The chargeback flow described here is applicable to UnionPay chargebacks received on or after 13 April 2020. Chargebacks received before this date are not defendable through Adyen.<\/p>\n<\/div>\n

The UnionPay chargeback flow consists of the following steps:<\/p>\n

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  1. Optional: Request for Information<\/a><\/li>\n
  2. Information Supplied<\/a><\/li>\n
  3. Notification of Chargeback<\/a><\/li>\n
  4. 1st Chargeback<\/a><\/li>\n
  5. Information Supplied<\/a><\/li>\n
  6. Pre-Arbitration<\/a><\/li>\n
  7. Chargeback Reversed<\/a><\/li>\n<\/ol>\n


    <\/p>\n

    UnionPay (CUP) Flow<\/h2>\n

    \"\"<\/p>\n

    Optional: Request for Information (RFI)<\/h3>\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 the issuer. It can also be initiated in the context of a fraud investigation where the real cardholder does not acknowledge the transaction.<\/p>\n

    At this point, funds are not yet deducted from your account.<\/p>\n

    When you respond to an RFI, always upload information that can help the cardholder recognize the charge or that can support your position that the transaction is valid. You can upload the relevant documents using the Customer Area<\/a> or Disputes API<\/a>.<\/p>\n

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    If you do not respond to an RFI and subsequently receive a chargeback for the disputed transaction, the chargeback is undefendable.<\/p>\n<\/div>\n

    Information Supplied<\/h3>\n

    Adyen has received your defense documents and has forwarded them to the scheme. It is no longer possible to change these documents.<\/p>\n

    This is the final status of the RFI. If the cardholder continues to dispute the charge, they will initiate the chargeback process.<\/p>\n

    Notification of Chargeback<\/h3>\n

    The issuer initiates a chargeback on behalf of the cardholder by sending a Notification of Chargeback (NoC) to Adyen. The NotificationOfChargeback<\/strong> journal is booked.<\/p>\n

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    From the time you receive the NoC, you have 30 days<\/strong> to submit your defense documents.<\/p>\n<\/div>\n

    The NoC can follow a Request for Information (RFI) or occur directly after the payment status is set to Settled or Refunded. The reason code<\/a> specifies why the chargeback was initiated.<\/p>\n

    At this point, funds are not yet deducted from your account, but a NoC always indicates that your account will be debited for the chargeback amount.<\/p>\n

    We assign the chargeback to you for review in the Disputes<\/strong> tab of the Customer Area<\/a>. To receive alerts for new RFIs and chargebacks, you can use Customer Area notifications<\/a> or webhooks<\/a>.<\/p>\n

    After your review, you can decide to either:<\/p>\n