Monitor risk performance

The Risk & dispute management dashboard contains data and visualizations that help you gain insights into trends and monitor your risk performance, chargeback and fraud rates, dispute management, and refund activity.

You can use the dashboard in your Customer Area to:

• Monitor risk performance and analyze overall chargeback and fraud rates in the Overview tab.
• Monitor your company account's performance for Visa or Mastercard programs in the Card monitoring programs tab.
• Monitor dispute handling performance and analyze dispute trends in pending, open, and defended disputes using the Disputes tab.
• Monitor refunds and analyze trends in the Refund activity tab.

Different schemes have different calculations and thresholds for their fraud and dispute monitoring programs.

Requirements

Before you begin, take into account the following requirements and limitations.

Risk & dispute management dashboard

To open the dashboard in your Customer Area:

1. Go to Insights > Risk & dispute management.

2. Optionally, filter the data in the dashboard. For example, you can filter on:

   • Date range
   • Merchant account
   • Issuer country/region
   • Payment method

   If you filter the data, it applies to the Overview, Disputes, and Refund activity tabs.

Overview

To open the Overview tab in your Customer Area:

1. Go to Insights > Risk & dispute management.
2. Select Overview.

The overview shows performance information so that you can monitor and take action if needed.

For example, it is important that you keep chargeback and fraud rates at an acceptable level. If they are too high, you can be placed in a monitoring program.

Summary and highlights

The Summary and Highlights sections show you details around risk and chargebacks.

You see an overview of totals based on the filters you applied to the Risk & dispute management dashboard, followed by a visualization of blocked and refused transactions, and an overview of the chargeback and Notification of Fraud (NOF) rates.

Risk performance

You can drill deeper into the data in the Risk performance section, and see more detailed performance visualizations.

If you selected a filter, for example a date range, you can see only the relevant data for the filter you applied.

In the risk performance section, you can apply more filters. For example, you can view performance data on:

• Risk rules
• Risk profile
• Payment method
• Merchant account

Card monitoring programs

To open the Card monitoring programs tab in your Customer Area:

1. Go to Insights > Risk & dispute management.
2. Select Card monitoring programs.

You can filter on Visa or on Mastercard to see how your monthly chargeback and fraud count, rate, and VAMP ratio compare against the program thresholds.

You can monitor your performance for the following programs:

• Visa Acquirer Monitoring Program (VAMP)
• Mastercard Excessive Chargeback program (ECP)
• Mastercard Excessive Fraud Merchant Compliance Program (EFM)

Fraud and dispute monitoring programs

Card schemes such as Visa and Mastercard have thresholds in place that indicate high or excessive chargeback and fraud rates. When you pass or are about to pass these thresholds, it means that your chargeback or fraud rates are higher than expected compared to the total number of transactions.

You can monitor your projected status against the Visa Acquirer Monitoring Program VAMP and Mastercard program thresholds in your Customer Area in the Card monitoring programs tab.

The schemes monitor data per month on the following data points:

You will be placed in a program if you meet or exceed the thresholds specified by the schemes. Being in a monitoring program might involve getting fined, and in the worst case it can have consequences for your payment processing.

Card schemes have introduced these programs to encourage businesses to closely monitor their disputes and fraud performance, and to take immediate actions if an increase in these levels is detected. The card networks monitor performance on a monthly basis.

There are different programs and thresholds per region and per card scheme. In most cases, you will receive an early warning, so that you can take action.

Visa

Visa introduced the Visa Acquirer Monitoring Program (VAMP) that consolidates the legacy VDMP and VFMP programs into one global program on 1 April 2025.

If you process payments in the United States, and have implemented 3D Secure 2 to mitigate fraud, you can be placed in the Visa Secure Excessive Fraud Program.

When you enter a program, you receive more details around the potential fines, exit criteria and remediation.

Visa Acquirer Monitoring Program (VAMP)

The VAMP evaluates performance using the VAMP ratio and the VAMP enumeration ratio.

VAMP ratio

• Metric: the number of fraudulent and disputed transactions.
  • This metric combines Visa Notifications of Fraud and chargebacks with reason codes 10 (except 10.5), 11, 12 and 13.
• Ratio calculation: the total of fraud and disputes count divided by the sales count.

Visa also considers acquirer thresholds for fraud and dispute counts. This means that Adyen also has to make sure that the defined VAMP thresholds are not exceeded.

VAMP enumeration ratio

• Metric: the enumeration activity, more commonly known as card testing activity or BIN attacks.
• Ratio calculation: the number of confirmed card not present (CNP) enumerated transactions (approved plus declined) divided by the total number of CNP transactions (approved plus declined).

Through VAMP, Visa assesses the ratios against the following thresholds for both your merchant account(s) and Adyen.

VAMP merchant thresholds

After the advisory period, if you are identified for the VAMP, you are granted a three-month grace period where no fees are assessed. This grace period is only granted for first time identifications within a rolling period of twelve months. This gives you time to implement new risk controls if needed and ensures a smooth transition from the legacy programs to VAMP.

Additional criteria:

• For the merchant threshold, a minimum count of 1,500 disputes applies and only card not present (CNP) transactions are considered.
• For the merchant enumeration threshold, a minimum count of 300,000 monthly enumerated transactions applies, identified in the Visa ecosystem.
• Non-fraudulent chargebacks resolved through the Visa Rapid Dispute Resolution (RDR) flow and the Cardholder Dispute Resolution Network (CDRN) are excluded from the ratio calculation. Fraudulent transactions that resulted in chargebacks resolved through Rapid Dispute Resolution (RDR) are not excluded. In Brazil, these transactions are excluded as well.
• The merchant excessive ratio identification only applies if the Adyen VAMP ratio is below 0.50%.
• In the United Arab Emirates (UAE), a minimum count of 100 disputes and a total fraud and dispute value of USD 75,000 or higher applies to the merchant's excessive identification.

Visa Secure Excessive Fraud Program

Through the Visa Secure Excessive Fraud Program, Visa monitors fraud levels on 3D Secure 2 authenticated transactions processed through Visa US each month.

Transactions are in scope if they meet the following criteria:

• Are fraudulent, although they have been successfully authenticated with 3D Secure 2.
• Made with a card issued in the US.
• Processed through Visa US acquiring.

You will be identified for the program if your transactions that fall in the criteria meet or exceed both of the following monthly thresholds:

If you enter the program, you immediately qualify for Visa dispute reason code 10.5. This makes you liable for fraudulent disputes, because issuers will be allowed to initiate fraud chargebacks that you cannot defend. The time limit for an issuer to initiate a dispute with reason code 10.5 is 120 calendar days from the identification date.

Mastercard

When you enter a program, you receive more details around the potential fines, exit criteria and remediation.

Mastercard Excessive Chargeback Program (ECP)

Mastercard has two levels in their Excessive Chargeback Program; Excessive Chargeback Merchant (ECM) and High Excessive Chargeback Merchant (HECM).

Mastercard Excessive Fraud Merchant Compliance Program (EFM)

Cartes Bancaires

When you enter a program, you receive more details around the potential fines, exit criteria and remediation.

Fraud program

You enter the fraud program if you reach the following thresholds for four consecutive months:

• Fraudulent transaction rate above 0.30%
• At least EUR 20,000 in fraudulent transactions per month

Chargeback program

You enter the chargeback program if you reach the following thresholds for four consecutive months:

• Chargeback transaction rate above 2%
• At least 200 chargebacks per month

UnionPay

When you enter a program, you receive more details around the exit criteria and remediation.

Merchant Chargeback Monitoring Program (MCMP)

You enter the program if you reach the following thresholds for two consecutive months:

• Chargeback transaction rate above 2.5%
• At least 50 chargebacks per month

High-Risk Merchant Monitoring Program (HRMP)

Elo

When you enter a program, you receive more details around the exit criteria and remediation.

Excessive chargeback program: Programa de Excesso de Disputas (PED)

The monitoring takes into account chargebacks with a fraud reason. Chargebacks with a commercial disagreement or other reason code are not included.

You enter the program if you reach the following thresholds for two consecutive months:

• Chargeback transaction rate above 1.49%
• At least 100 chargebacks per month
• More than 1,000 sales transactions per month

Excessive fraud program: Programa de Excesso de Fraude (PEF)

There is a card present, and a card absent fraud monitoring program. For both programs, fines begin in the second month, and continue at increasing rates in subsequent months.

Disputes

To open the Disputes tab in your Customer Area:

1. Go to Insights > Risk & dispute management.
2. Select Disputes.

The data in the Disputes tab is based on the filters you applied to the Risk & dispute management dashboard.

Key metrics

This section shows you key metrics about disputes for the selected time period and any other filter that you apply.

You can filter key metrics on:

• Chargeback type: Fraudulent or non-fraudulent chargebacks.
• Defense method:
  • Manually defended: Disputes that you defended.
  • Auto-defended: Disputes that Adyen defended on your behalf.
  • Not defendable: Disputes that cannot be defended, for example because the reason code cannot be defended, or the timeframe to defend expired.
  • Not defended: Disputes that you accepted, did not defend, or did not defend yet.
• Dispute status:
  • Undefended: Disputes that are awaiting action.
  • Pending: Disputes that were defended and are awaiting a decision by the issuer.
  • Won: Disputes that were defended successfully, or that were won because the issuer did not respond in time.
  • Lost: Disputes that were accepted, that were not defended successfully, or that were not responded to in time.
• Issuing bank: The financial institution through which the dispute was raised.
• Reason code: The chargeback reason code of the dispute.

Select if you want to see the data in Amount (monetary value) or Count (total number). Based on what you select and on the filters you apply, you see relevant key metrics about disputes, chargeback types, defense methods, and dispute statuses.

Chargeback type

The Chargeback type section shows you a visualization of the ratio between fraudulent and non-fraudulent chargebacks, and the number of (non-)fraudulent chargebacks over the selected time period and any other filter you applied.

Defense method

The Defense method section shows you a visualization of the ratio between different defense methods, and the number of disputes that were or were not defended over the selected time period and any other filter you applied.

Dispute status

The Dispute status section shows you a visualization of the ratio between the different dispute statuses, and the number of disputes with a specific status over the selected time period and any other filter you applied.

Disputes breakdown

You can drill deeper into the data in the Disputes breakdown section.

If you selected a filter, for example a date range, you can see only the relevant data for the filter you applied.

For example, you select Amount, Count or Ratio (count) and then filter on:

• Currency
• Payment method
• Merchant account
• Reason code
• Shopper interaction

Refund activity

To open the Refund activity tab in your Customer Area:

1. Go to Insights > Risk & dispute management.
2. Select Refund activity.
3. Optionally select if you want to include or exclude unreferenced refunds for in-person payments.

The Refund activity tab supports and shows refund activity for both online and in-person payments. For point-of-sale, both referenced and unreferenced refunds are supported.

The data that is shown is based on the filters you applied to the Risk & dispute management dashboard.

Using the data in the different sections, you can track refund trends, spot patterns or anomalies in refunded transactions, and identify overlaps between refunds and disputes.

For example, use the Top refund contributors section to get insights in high-value or high-frequency shoppers driving the highest refund costs. Or, use the Refund activity breakdown section to build up an understanding of the source of refunds, and analyze for example which store, country or region or payment method has high refund activity.

Key metrics

This section shows you key metrics about refunds for the selected time period and any other filter that you apply.

Key metrics include:

• Refunded transaction count: The total number of refunded transactions.
• Refunded transaction amount: The total value of refunded transactions.
• Refunds with disputes: The total number of refunded transactions that were disputed.
• Average refund value: The average value of a refunded transaction.
• Median days to refund: The average number of days it took to refund a transaction.

Refunded transactions

The Refunded transactions section visualizes the ratio between settled and refunded transactions. Select if you want to see the data in Amount (monetary value) or Count (total number). Based on what you select and on the filters you apply, you see relevant data about settled transactions that were refunded.

Refunds with disputes

The Refunds with disputes section visualizes refunds that were associated with a dispute. Select if you want to see the data in Amount (monetary value) or Count (total number). Based on what you select and on the filters you apply, you see relevant data.

Top refund contributors

You can drill deeper into the data using the Top refund contributors section, and analyze which shoppers drive the highest refund cost, for example because of the refund amount or number of refunds.

Refund activity breakdown

You can drill deeper into the data using the Refund activity breakdown section, and get insights in the sources of refunds such as store, payment method, or country or region.

See also