{"title":"Dispute webhooks","category":"default","creationDate":1779706501,"content":"<p>Adyen sends you a webhook message when a payment is disputed. You can use these webhook messages to alert staff of (pending) chargebacks, so that they can take appropriate action.<\/p>\n<p>A dispute webhook message contains:<\/p>\n<ul>\n<li><code>eventCode<\/code>: Indicates an event type in the dispute process.<\/li>\n<li><code>pspReference<\/code>: The PSP reference of the dispute. All events related to a dispute have the same PSP reference.<\/li>\n<li><code>originalReference<\/code>: The PSP reference of the disputed payment.<\/li>\n<\/ul>\n<p>Most webhook messages also contain a dispute status in the <code>additionalData<\/code> object. The <code>disputeStatus<\/code> field gives more information about the <a href=\"#dispute-events\">status of the dispute<\/a> at the time of the event. For example, if the dispute was won, lost, has expired or is pending.<\/p>\n<div class=\"notices blue\">\n<p>The <code>disputeStatus<\/code> is not returned in webhook messages for disputed payments processed in Brazil.<\/p>\n<\/div>\n<h2>Requirements<\/h2>\n<p>Before you begin, take into account the following requirements and limitations.<\/p>\n<table>\n<thead>\n<tr>\n<th style=\"text-align: left;\">Requirement<\/th>\n<th style=\"text-align: left;\">Description<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"text-align: left;\"><strong>Integration type<\/strong><\/td>\n<td style=\"text-align: left;\">Make sure that you have built an <a href=\"\/online-payments\/build-your-integration\/\">online payments integration<\/a>.<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong><a href=\"\/account\/user-roles\/#risk\">Customer Area roles<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">To manage webhooks in the Customer Area, make sure that you have one of the following roles: <ul><li markdown=\"1\"><strong>Merchant admin<\/strong><\/li><li markdown=\"1\"><strong>Merchant technical integrator<\/strong><\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong><a href=\"\/development-resources\/webhooks\">Webhooks<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">Follow the steps on this page to subscribe to the <strong>Standard webhook<\/strong> and <a href=\"\/risk-management\/disputes-api\/dispute-notifications#dispute-webhooks-enable\">enable<\/a> dispute events. For some dispute event types, <a href=\"#dispute-webhooks-enable\">additional configuration<\/a> is required.<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>Limitations<\/strong><\/td>\n<td style=\"text-align: left;\">The <code>disputeStatus<\/code> is not returned in webhook messages for disputed payments processed in Brazil.<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\"><strong>Setup steps<\/strong><\/td>\n<td style=\"text-align: left;\">You can manage disputes using the <a href=\"\/risk-management\/disputes-api\/\">Disputes API<\/a> or the <a href=\"\/risk-management\/manage-disputes\/\">Customer Area<\/a>. For either flow, we recommend that you: <ul><li markdown=\"1\">Understand the general <a href=\"\/risk-management\/understanding-disputes\/dispute-process-and-flow\/\">dispute flow<\/a>.<\/li><li markdown=\"1\">Review the <a href=\"\/risk-management\/chargeback-guidelines\">chargeback guidelines<\/a> for specific card schemes and other payment methods that you use.<\/li><li markdown=\"1\">Know the scenarios when Adyen <a href=\"\/risk-management\/manage-disputes#adyen-auto-defense-disputes\">automatically handles disputes<\/a> on your behalf.<\/li><\/ul><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2 id=\"dispute-events\">Dispute events<\/h2>\n<p>The following tables show an overview of the dispute event types, what they mean, and where applicable, the possible values for the dispute status:<\/p>\n<div class=\"sticky-table-container\">\n    \n<table>\n<thead>\n<tr>\n<th>Webhook <code>eventCode<\/code><\/th>\n<th style=\"text-align: left;\">Description<\/th>\n<th style=\"text-align: left;\">Possible <code>disputeStatus<\/code> values<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><strong><a href=\"#notification_of_fraud\">NOTIFICATION_OF_FRAUD<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">The alert passed on by issuers to schemes and subsequently to processors. Visa calls them TC40 and Mastercard calls them System to Avoid Fraud Effectively (SAFE). These are informational webhooks offered at no charge by Adyen, letting you take action, such as blocking a shopper or issuing a refund before a chargeback is incurred.<\/td>\n<td style=\"text-align: left;\">Not applicable<\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#request_for_information\">REQUEST_FOR_INFORMATION<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">Information requested for this payment.<\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">Unresponded<\/li><li markdown=\"1\">Responded<\/li><li markdown=\"1\">Expired<\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#notification_of_chargeback\">NOTIFICATION_OF_CHARGEBACK<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">Adyen has received a notification from the scheme that a chargeback is incoming on a payment. This webhook informs you of that event. This is your starting point for the defense, and marks the start of the defense period. Use the <a href=\"\/risk-management\/disputes-api\">Disputes API<\/a> or the Customer Area to evaluate the chargeback. You can now start your defense, you do not have to wait for the  <strong>CHARGEBACK<\/strong> webhook.<\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">Undefended<\/li><li markdown=\"1\">Pending<\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#information_supplied\">INFORMATION_SUPPLIED<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">You have successfully uploaded your dispute defense documents, or Adyen has auto-defended the dispute.<\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">Responded<\/li><li markdown=\"1\">Pending<\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#chargeback\">CHARGEBACK<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">A payment was charged back.<\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">Undefended<\/li><li markdown=\"1\">Pending<\/li><li markdown=\"1\">Lost<\/li><li markdown=\"1\">Accepted<\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#second_chargeback\">SECOND_CHARGEBACK<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">The issuing bank declines the material submitted during defense of the original chargeback.<\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">Lost<\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#chargeback_reversed\">CHARGEBACK_REVERSED<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">A chargeback has been defended towards the issuing bank, and the disputed amount was transferred back to your account. The dispute status will be <code>Pending<\/code> while the issuing bank reviews the material. This stage is\u00a0not\u00a0final and a \"second\" chargeback can be presented by the issuing bank, resulting in losing the chargeback case.<br><br>Only for the <a href=\"\/risk-management\/chargeback-guidelines\/visa-chargebacks\/#visa-allocation-flow\">Visa allocation<\/a> flow, the final status can be <code>Won<\/code> if the issuing bank accepts the defense in pre-arbitration.<\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">Pending<\/li><li markdown=\"1\">Won (<a href=\"\/risk-management\/chargeback-guidelines\/visa-chargebacks\/#visa-allocation-flow\">Visa allocation flow only<\/a>)<\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#prearbitration_won\">PREARBITRATION_WON<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">The pre-arbitration case that was initiated has been accepted by the cardholder's bank. This event code is only used for disputes that can include pre-arbitration, such as the <a href=\"\/risk-management\/chargeback-guidelines\/visa-chargebacks#pre-arbitration-allocation\">Visa allocation<\/a> flow or the <a href=\"\/risk-management\/chargeback-guidelines\/unionpay-chargebacks#pre-arbitration-allocation\">UnionPay<\/a> flow.<\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">Won<\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#prearbitration_lost\">PREARBITRATION_LOST<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">The pre-arbitration case that was initiated has been declined by the cardholder's bank. This event code is only used for disputes that can include pre-arbitration, such as the <a href=\"\/risk-management\/chargeback-guidelines\/visa-chargebacks#pre-arbitration-allocation\">Visa allocation<\/a> flow or the <a href=\"\/risk-management\/chargeback-guidelines\/unionpay-chargebacks#pre-arbitration-allocation\">UnionPay<\/a> flow. <\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">Lost<\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#prearbitration-open\">PREARBITRATION_OPEN<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">The issuer has declined your defense and has opened a pre-arbitration case. <br><br>When you are eligible, and the dispute flow supports it, you can accept or decline the pre-arbitration case yourself. This requires additional configuration and approval from Adyen. Reach out to our <a href=\"https:\/\/ca-test.adyen.com\/ca\/ca\/contactUs\/support.shtml?form=other\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Support Team<\/a> or your Adyen contact for more details.<\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">Undefended<\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#prearbitration-accepted\">PREARBITRATION_ACCEPTED<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">You (partially) accept the pre-arbitration case that was opened by the issuer.<\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">Pending<\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#prearbitration-declined\">PREARBITRATION_DECLINED<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">You decline the pre-arbitration case that was opened by the issuer.<\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">Pending<\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#prearbitration-withdrawn\">PREARBITRATION_ISSUER_WITHDRAWN<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">The pre-arbitration case was withdrawn by the issuer.<\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">Pending<\/li><li markdown=\"1\">Won<\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#scheme-arbitration\">SCHEME_ARBITRATION<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">The issuer escalates the pre-arbitration case that you declined.<\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">Pending<\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#scheme-arbitration-won\">SCHEME_ARBITRATION_WON<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">The scheme has ruled in your favor.<\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">Won<\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#scheme-arbitration-lost\">SCHEME_ARBITRATION_LOST<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">The scheme has ruled in favor of the issuer.<\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">Lost<\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#defense_ended\">DISPUTE_DEFENSE_PERIOD_ENDED<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">You have not defended the dispute within the timeframe, or the defense period ended because you accepted liability for the chargeback and will not defend the dispute.<\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">Undefended<\/li><li markdown=\"1\">Lost<\/li><li markdown=\"1\">Accepted<\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#issuer_response_timeframe_expired\">ISSUER_RESPONSE_TIMEFRAME_EXPIRED<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">The issuer either accepted your defense of the dispute, or did not respond in time.<\/td>\n<td style=\"text-align: left;\"><ul><li markdown=\"1\">Won<\/li><\/ul><\/td>\n<\/tr>\n<tr>\n<td><strong><a href=\"#issuer_comments\">ISSUER_COMMENTS<\/a><\/strong><\/td>\n<td style=\"text-align: left;\">Includes any free-text <a href=\"\/risk-management\/disputes-api\/dispute-notifications\/issuer-comments\">issuer comments<\/a> that include relevant information about the dispute process, such as why the issuer decided to initiate or continue the dispute. You can receive issuer comments for chargebacks and pre-arbitration cases.<\/td>\n<td style=\"text-align: left;\">Not applicable<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n<\/div>\n\n<h2 id=\"dispute-webhooks-enable\">Enable webhooks<\/h2>\n<p>Make sure that you set up a <a href=\"\/development-resources\/webhooks\/webhook-types#standard-webhooks\">Standard webhook<\/a>, and that you select all <a href=\"\/development-resources\/webhooks\/webhook-types#dispute-events\">dispute events<\/a>. For details on how to configure and manage webhooks, refer to\u00a0<a href=\"\/development-resources\/webhooks\">Webhooks<\/a>.<\/p>\n<p>A dispute webhook message can contain two PSP references:<\/p>\n<ul>\n<li><code>pspReference<\/code>: The PSP reference of the dispute. All events related to a dispute have the same PSP reference.<\/li>\n<li><code>originalReference<\/code>: The PSP reference of the disputed payment.<\/li>\n<\/ul>\n<p>To return the PSP reference of the payment in the <code>originalReference<\/code> field, and the PSP reference of the dispute in the <code>pspReference<\/code> for the event types <strong>CHARGEBACK_REVERSED<\/strong>, <strong>SECOND_CHARGEBACK<\/strong>, <strong>PREARBITRATION_WON<\/strong> and <strong>PREARBITRATION_LOST<\/strong>, follow these steps:<\/p>\n<ol>\n<li>Log in to your\u00a0<a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a><\/li>\n<li>Go to\u00a0<strong>Developers<\/strong>\u00a0&gt;\u00a0<strong>Webhooks<\/strong>.<\/li>\n<li>Next to\u00a0<strong>Standard webhook<\/strong>\u00a0select the edit webhook icon <i class=\"adl-icon-edit\"><\/i>.<\/li>\n<li>Under <strong>Additional Settings<\/strong> &gt; <strong>Risk<\/strong> select the edit icon <i class=\"adl-icon-edit\"><\/i>.<\/li>\n<li>Enable\u00a0<strong>Include the originalReference for CHARGEBACK_REVERSED events<\/strong>, and then select <strong>Apply<\/strong>.<\/li>\n<li>Select <strong>Save changes<\/strong>.<\/li>\n<\/ol>\n<h2 id=\"notification_of_fraud\">NOTIFICATION_OF_FRAUD<\/h2>\n<p>For possible values for the\u00a0<code>reason<\/code>\u00a0and\u00a0<code>nofReasonCode<\/code>\u00a0 fields, refer to <a href=\"\/risk-management\/understanding-disputes\/dispute-reason-codes?tab=notification_of_fraud_3\">Dispute reason codes<\/a>.<\/p>\n<pre><code class=\"language-json\">{\n   \"live\":\"true\",\n   \"notificationItems\":[\n      {\n         \"NotificationRequestItem\":{\n            \"additionalData\":{\n               \"modificationMerchantReferences\":\"\",\n               \"nofReasonCode\":\"6\",\n               \"paymentMethodVariant\":\"mcsuperpremiumcredit\",\n               \"nofSchemeCode\":\"mc\",\n            },\n            \"amount\":{\n               \"currency\":\"USD\",\n               \"value\":10089\n            },\n            \"eventCode\":\"NOTIFICATION_OF_FRAUD\",\n            \"eventDate\":\"2020-07-19T04:01:13+02:00\",\n            \"merchantAccountCode\":\"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\":\"YOUR_REFERENCE\",\n            \"originalReference\":\"9913333333333333\",\n            \"paymentMethod\":\"mc\",\n            \"pspReference\":\"9915555555555555\",\n            \"reason\":\"Card Not Present Fraud\",\n            \"success\":\"true\"\n         }\n      }\n   ]\n}<\/code><\/pre>\n<h2 id=\"request_for_information\">REQUEST_FOR_INFORMATION<\/h2>\n<p>For possible values for the\u00a0<code>reason<\/code>\u00a0and\u00a0<code>rfiReasonCode<\/code>\u00a0 fields, refer to <a href=\"\/risk-management\/understanding-disputes\/dispute-reason-codes?tab=request_for_information_2\">Dispute reason codes<\/a>.<\/p>\n<pre><code class=\"language-json\">{\n   \"live\":\"true\",\n   \"notificationItems\":[\n      {\n         \"NotificationRequestItem\":{\n            \"additionalData\":{\n                \"rfiSchemeCode\":\"visa\",\n                \"modificationMerchantReferences\":\"\",\n                \"rfiReasonCode\":\"28\",\n                \"defensePeriodEndsAt\":\"2021-05-06T22:09:50+02:00\",\n                \"disputeStatus\" : \"Unresponded\"\n            },\n             \"amount\":{\n               \"currency\":\"USD\",\n               \"value\":1000\n            },\n            \"eventCode\":\"REQUEST_FOR_INFORMATION\",\n            \"eventDate\":\"2021-04-18T22:09:50+01:00\",\n            \"merchantAccountCode\":\"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\":\"YOUR_REFERENCE\",\n            \"originalReference\":\"9913333333333333\",\n            \"paymentMethod\":\"visa\",\n            \"pspReference\":\"9915555555555555\",\n            \"reason\":\"Request for copy bearing signature\",\n            \"success\":\"true\"\n         }\n      }\n   ]\n}<\/code><\/pre>\n<h2 id=\"notification_of_chargeback\">NOTIFICATION_OF_CHARGEBACK<\/h2>\n<p>For a list of all values for\u00a0<code>reason<\/code>\u00a0and\u00a0<code>chargebackReasonCode<\/code>\u00a0 fields, refer to <a href=\"\/risk-management\/understanding-disputes\/dispute-reason-codes?tab=chargeback_1\">Dispute reason codes<\/a>.<\/p>\n<pre><code class=\"language-json\">{\n   \"live\":\"true\",\n   \"notificationItems\":[\n      {\n         \"NotificationRequestItem\":{\n            \"additionalData\":{\n               \"chargebackReasonCode\":\"10.4\",\n               \"modificationMerchantReferences\":\"\",\n               \"chargebackSchemeCode\":\"visa\",\n               \"defensePeriodEndsAt\":\"2021-05-24T16:05:30+03:00\",\n               \"autoDefended\":\"false\",\n               \"defendable\":\"true\",\n               \"disputeStatus\":\"Undefended\"\n            },\n            \"amount\":{\n               \"currency\":\"EUR\",\n               \"value\":1000\n            },\n            \"eventCode\":\"NOTIFICATION_OF_CHARGEBACK\",\n            \"eventDate\":\"2021-05-06T16:05:30+03:00\",\n            \"merchantAccountCode\":\"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\":\"YOUR_REFERENCE\",\n            \"originalReference\":\"9913333333333333\",\n            \"paymentMethod\":\"visa\",\n            \"pspReference\":\"9915555555555555\",\n            \"reason\":\"Other Fraud-Card Absent Environment\",\n            \"success\":\"true\"\n         }\n      }\n   ]\n}<\/code><\/pre>\n<h2 id=\"information_supplied\">INFORMATION_SUPPLIED<\/h2>\n<p>For a list of all values for\u00a0<code>reason<\/code>\u00a0and\u00a0<code>chargebackReasonCode<\/code>\u00a0 fields, refer to <a href=\"\/risk-management\/understanding-disputes\/dispute-reason-codes?tab=chargeback_1\">Dispute reason codes<\/a>.<\/p>\n<pre><code class=\"language-json\">{\n   \"live\" : \"true\",\n   \"notificationItems\" : [\n      {\n         \"NotificationRequestItem\" : {\n            \"additionalData\" : {\n               \"chargebackReasonCode\" : \"13.3\",\n               \"chargebackSchemeCode\" : \"visa\",\n               \"disputeStatus\" : \"Pending\"\n            },\n            \"amount\" : {\n               \"currency\" : \"USD\",\n               \"value\" : 10000\n            },\n            \"eventCode\" : \"INFORMATION_SUPPLIED\",\n            \"eventDate\" : \"2021-05-17T09:35:14+02:00\",\n            \"merchantAccountCode\" : \"YOUR_MERCHANT_ACCOUNT\",\n            \"originalReference\" : \"9914444444444444\",\n            \"merchantReference\" : \"YOUR_REFERENCE\",\n            \"paymentMethod\" : \"visa\",\n            \"pspReference\" : \"9915555555555555\",\n            \"reason\" : \"Not as Described or Defective Merchandise\/Services\",\n            \"success\" : \"true\"\n         }\n      }\n   ]\n}<\/code><\/pre>\n<h2 id=\"chargeback\">CHARGEBACK<\/h2>\n<p>For a list of all values for\u00a0<code>reason<\/code>\u00a0and\u00a0<code>chargebackReasonCode<\/code>\u00a0 fields, refer to <a href=\"\/risk-management\/understanding-disputes\/dispute-reason-codes?tab=chargeback_1\">Dispute reason codes<\/a>.<\/p>\n<pre><code class=\"language-json\">{\n   \"live\":\"true\",\n   \"notificationItems\":[\n      {\n         \"NotificationRequestItem\":{\n            \"additionalData\":{\n               \"chargebackReasonCode\":\"10.4\",\n               \"modificationMerchantReferences\":\"\",\n               \"chargebackSchemeCode\":\"visa\",\n               \"defensePeriodEndsAt\":\"2021-05-24T22:09:50+02:00\",\n               \"defendable\" : \"true\",\n               \"disputeStatus\" : \"Undefended\"\n            },\n            \"amount\":{\n               \"currency\":\"EUR\",\n               \"value\":1000\n            },\n            \"eventCode\":\"CHARGEBACK\",\n            \"eventDate\":\"2021-05-06T22:09:50+02:00\",\n            \"merchantAccountCode\":\"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\":\"YOUR_REFERENCE\",\n            \"originalReference\":\"9913333333333333\",\n            \"paymentMethod\":\"visa\",\n            \"pspReference\":\"9915555555555555\",\n            \"reason\":\"Other Fraud-Card Absent Environment\",\n            \"success\":\"true\"\n         }\n      }\n   ]\n}\u00a0<\/code><\/pre>\n<h2 id=\"second_chargeback\">SECOND_CHARGEBACK<\/h2>\n<p>For a list of all values for\u00a0<code>reason<\/code>\u00a0and\u00a0<code>chargebackReasonCode<\/code>\u00a0 fields, refer to <a href=\"\/risk-management\/understanding-disputes\/dispute-reason-codes?tab=chargeback_1\">Dispute reason codes<\/a>.<\/p>\n<p>To return the <code>originalReference<\/code> in the <strong>SECOND_CHARGEBACK<\/strong> webhook:<\/p>\n<ol>\n<li>Log in to your\u00a0<a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a><\/li>\n<li>Go to\u00a0<strong>Developers<\/strong>\u00a0&gt;\u00a0<strong>Webhooks<\/strong>.<\/li>\n<li>Next to\u00a0<strong>Standard webhook<\/strong>\u00a0select the edit webhook icon <i class=\"adl-icon-edit\"><\/i>.<\/li>\n<li>Under <strong>Additional Settings<\/strong> &gt; <strong>Risk<\/strong> select the edit icon <i class=\"adl-icon-edit\"><\/i>.<\/li>\n<li>Enable\u00a0<strong>Include the originalReference for CHARGEBACK_REVERSED events<\/strong>, and then select <strong>Apply<\/strong>.<\/li>\n<li>Select <strong>Save changes<\/strong>.\n<pre><code class=\"language-json\">{\n\"live\" : \"true\",\n\"notificationItems\" : [\n  {\n     \"NotificationRequestItem\" : {\n        \"additionalData\" : {\n           \"chargebackReasonCode\" : \"13.1\",\n           \"modificationMerchantReferences\" : \"\",\n           \"chargebackSchemeCode\" : \"visa\",\n           \"disputeStatus\" : \"Lost\"\n        },\n        \"amount\" : {\n           \"currency\" : \"GBP\",\n           \"value\" : 10000\n        },\n        \"eventCode\" : \"SECOND_CHARGEBACK\",\n        \"eventDate\" : \"2020-03-13T11:35:42+01:00\",\n        \"merchantAccountCode\" : \"YOUR_MERCHANT_ACCOUNT\",\n        \"merchantReference\" : \"YOUR_REFERENCE\",\n        \"originalReference\":\"9913333333333333\",\n        \"paymentMethod\" : \"visa\",\n        \"pspReference\" : \"9915555555555555\",\n        \"reason\" : \"Merchandise\/Services Not Received\",\n        \"success\" : \"true\"\n     }\n  }\n]\n}<\/code><\/pre><\/li>\n<\/ol>\n<h2 id=\"chargeback_reversed\">CHARGEBACK_REVERSED<\/h2>\n<p>To return the <code>originalReference<\/code> in the <strong>CHARGEBACK_REVERSED<\/strong> webhook:<\/p>\n<ol>\n<li>Log in to your\u00a0<a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a><\/li>\n<li>Go to\u00a0<strong>Developers<\/strong>\u00a0&gt;\u00a0<strong>Webhooks<\/strong>.<\/li>\n<li>Next to\u00a0<strong>Standard webhook<\/strong>\u00a0select the edit webhook icon <i class=\"adl-icon-edit\"><\/i>.<\/li>\n<li>Under <strong>Additional Settings<\/strong> &gt; <strong>Risk<\/strong> select the edit icon <i class=\"adl-icon-edit\"><\/i>.<\/li>\n<li>Enable\u00a0<strong>Include the originalReference for CHARGEBACK_REVERSED events<\/strong>, and then select <strong>Apply<\/strong>.<\/li>\n<li>Select <strong>Save changes<\/strong>.<\/li>\n<\/ol>\n<pre><code class=\"language-json\">{\n   \"live\":\"true\",\n   \"notificationItems\":[\n      {\n         \"NotificationRequestItem\":{\n            \"additionalData\" : {\n                \"disputeStatus\" : \"Pending\"\n            },\n            \"amount\":{\n               \"currency\":\"EUR\",\n               \"value\":1000\n            },\n            \"eventCode\":\"CHARGEBACK_REVERSED\",\n            \"eventDate\":\"2020-03-23T13:55:31+01:00\",\n            \"merchantAccountCode\":\"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\":\"YOUR_REFERENCE\",\n            \"originalReference\":\"9913333333333333\",\n            \"paymentMethod\":\"mc\",\n            \"pspReference\":\"9915555555555555\",\n            \"reason\":\"No Cardholder Authorization\",\n            \"success\":\"true\"\n         }\n      }\n   ]\n}<\/code><\/pre>\n<h2 id=\"prearbitration_won\">PREARBITRATION_WON<\/h2>\n<p>To return the <code>originalReference<\/code> in the <strong>PREARBITRATION_WON<\/strong> webhook:<\/p>\n<ol>\n<li>Log in to your\u00a0<a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a><\/li>\n<li>Go to\u00a0<strong>Developers<\/strong>\u00a0&gt;\u00a0<strong>Webhooks<\/strong>.<\/li>\n<li>Next to\u00a0<strong>Standard webhook<\/strong>\u00a0select the edit webhook icon <i class=\"adl-icon-edit\"><\/i>.<\/li>\n<li>Under <strong>Additional Settings<\/strong> &gt; <strong>Risk<\/strong> select the edit icon <i class=\"adl-icon-edit\"><\/i>.<\/li>\n<li>Enable\u00a0<strong>Include the originalReference for CHARGEBACK_REVERSED events<\/strong>, and then select <strong>Apply<\/strong>.<\/li>\n<li>Select <strong>Save changes<\/strong>.<\/li>\n<\/ol>\n<pre><code class=\"language-json\">{\n   \"live\":\"true\",\n   \"notificationItems\":[\n      {\n         \"NotificationRequestItem\":{\n            \"additionalData\" : {\n               \"disputeStatus\" : \"Won\"\n            },\n            \"amount\":{\n               \"currency\":\"EUR\",\n               \"value\":1000\n            },\n            \"eventCode\":\"PREARBITRATION_WON\",\n            \"eventDate\":\"2020-03-23T13:55:31+01:00\",\n            \"merchantAccountCode\":\"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\":\"YOUR_REFERENCE\",\n            \"originalReference\":\"9913333333333333\",\n            \"paymentMethod\":\"visa\",\n            \"pspReference\":\"9915555555555555\",\n            \"reason\":\"Other Fraud-Card Absent Environment\",\n            \"success\":\"true\"\n         }\n      }\n   ]\n}<\/code><\/pre>\n<h2 id=\"prearbitration_lost\">PREARBITRATION_LOST<\/h2>\n<p>To return the <code>originalReference<\/code> in the <strong>PREARBITRATION_LOST<\/strong> webhook:<\/p>\n<ol>\n<li>Log in to your\u00a0<a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a><\/li>\n<li>Go to\u00a0<strong>Developers<\/strong>\u00a0&gt;\u00a0<strong>Webhooks<\/strong>.<\/li>\n<li>Next to\u00a0<strong>Standard webhook<\/strong>\u00a0select the edit webhook icon <i class=\"adl-icon-edit\"><\/i>.<\/li>\n<li>Under <strong>Additional Settings<\/strong> &gt; <strong>Risk<\/strong> select the edit icon <i class=\"adl-icon-edit\"><\/i>.<\/li>\n<li>Enable\u00a0<strong>Include the originalReference for CHARGEBACK_REVERSED events<\/strong>, and then select <strong>Apply<\/strong>.<\/li>\n<li>Select <strong>Save changes<\/strong>.<\/li>\n<\/ol>\n<pre><code class=\"language-json\">{\n   \"live\":\"true\",\n   \"notificationItems\":[\n      {\n         \"NotificationRequestItem\":{\n            \"additionalData\" : {\n              \"disputeStatus\" : \"Lost\"\n            },\n            \"amount\":{\n               \"currency\":\"EUR\",\n               \"value\":1000\n            },\n            \"eventCode\":\"PREARBITRATION_LOST\",\n            \"eventDate\":\"2020-03-23T13:55:31+01:00\",\n            \"merchantAccountCode\":\"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\":\"YOUR_REFERENCE\",\n            \"originalReference\":\"9913333333333333\",\n            \"paymentMethod\":\"visa\",\n            \"pspReference\":\"9915555555555555\",\n            \"reason\":\"Other Fraud-Card Absent Environment\",\n            \"success\":\"true\"\n         }\n      }\n   ]\n}<\/code><\/pre>\n<h2 id=\"prearbitration-open\">PREARBITRATION_OPEN<\/h2>\n<p>Applies only when you handle pre-arbitration cases yourself.<\/p>\n<pre><code class=\"language-json\">{\n   \"live\" : \"true\",\n   \"notificationItems\" : [\n      {\n         \"NotificationRequestItem\" : {\n            \"additionalData\" : {\n                \"disputeStatus\" : \"Undefended\"\n            },\n            \"amount\" : {\n               \"currency\" : \"EUR\",\n               \"value\" : 1000\n            },\n            \"eventCode\" : \"PREARBITRATION_OPEN\",\n            \"eventDate\" : \"2025-10-01T12:40:39+02:00\",\n            \"merchantAccountCode\" : \"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\" : \"YOUR_REFERENCE\",\n            \"paymentMethod\" : \"visa\",\n            \"pspReference\" : \"NC6HT9CRT65ZGN82\",\n            \"reason\" : \"Not as Described or Defective Merchandise\/Services\",\n            \"success\" : \"true\"\n         }\n      }\n   ]\n}\n<\/code><\/pre>\n<h2 id=\"prearbitration-accepted\">PREARBITRATION_ACCEPTED<\/h2>\n<p>Applies only when you handle pre-arbitration cases yourself.<\/p>\n<pre><code class=\"language-json\">{\n   \"live\" : \"true\",\n   \"notificationItems\" : [\n      {\n         \"NotificationRequestItem\" : {\n            \"additionalData\" : {\n               \"captureMerchantReference\" : \"YOUR_CAPTURE_REFERENCE\",\n               \"capturePspReference\" : \"KHQC5N7G84BLNK43\",\n               \"disputeStatus\" : \"Pending\"\n            },\n            \"amount\" : {\n               \"currency\" : \"USD\",\n               \"value\" : 1500\n            },\n            \"eventCode\" : \"PREARBITRATION_ACCEPTED\",\n            \"eventDate\" : \"2025-10-01T12:46:09+02:00\",\n            \"merchantAccountCode\" : \"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\" : \"YOUR_REFERENCE\",\n            \"originalReference\" : \"JDD6LKT8MBLZNN84\",\n            \"paymentMethod\" : \"mc\",\n            \"pspReference\" : \"MKR8T9CRT65ZGN15\",\n            \"reason\" : \"No Cardholder Authorisation\",\n            \"success\" : \"true\"\n         }\n      }\n   ]\n}<\/code><\/pre>\n<h2 id=\"prearbitration-declined\">PREARBITRATION_DECLINED<\/h2>\n<p>Applies only when you handle pre-arbitration cases yourself.<\/p>\n<pre><code class=\"language-json\">{\n   \"live\" : \"true\",\n   \"notificationItems\" : [\n      {\n         \"NotificationRequestItem\" : {\n            \"additionalData\" : {\n               \"captureMerchantReference\" : \"YOUR_CAPTURE_REFERENCE\",\n               \"capturePspReference\" : \"QBQQ9DLNRHHKGK38\",\n               \"disputeStatus\" : \"Pending\"\n            },\n            \"amount\" : {\n               \"currency\" : \"EUR\",\n               \"value\" : 1000\n            },\n            \"eventCode\" : \"PREARBITRATION_DECLINED\",\n            \"eventDate\" : \"2025-10-01T12:51:33:56+02:00\",\n            \"merchantAccountCode\" : \"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\" : \"YOUR_REFERENCE\",\n            \"originalReference\" : \"M5N7TQ4TG5PFWR50\",\n            \"paymentMethod\" : \"visa\",\n            \"pspReference\" : \"WNS7WQ756L2GWR82\",\n            \"reason\" : \"Misrepresentation\",\n            \"success\" : \"true\"\n         }\n      }\n   ]\n}<\/code><\/pre>\n<h2 id=\"prearbitration-withdrawn\">PREARBITRATION_ISSUER_WITHDRAWN<\/h2>\n<p>Applies only when you handle pre-arbitration cases yourself. This webhook message is sent when the issuer has withdrawn the pre-arbitration case.<\/p>\n<h2 id=\"scheme-arbitration\">SCHEME_ARBITRATION<\/h2>\n<p>Applies only when you handle pre-arbitration cases yourself. This webhook message can be sent before you have made a decision to accept or decline, or after you have declined the pre-arbitration case.<\/p>\n<h2 id=\"scheme-arbitration-won\">SCHEME_ARBITRATION_WON<\/h2>\n<p>Applies only when you handle pre-arbitration cases yourself. The payment scheme has ruled that the issuer is liable for the dispute.<\/p>\n<h2 id=\"scheme-arbitration-lost\">SCHEME_ARBITRATION_LOST<\/h2>\n<p>Applies only when you handle pre-arbitration cases yourself. The payment scheme has ruled that you are liable for the dispute.<\/p>\n<h2 id=\"defense_ended\">DISPUTE_DEFENSE_PERIOD_ENDED<\/h2>\n<p>See <a href=\"\/risk-management\/understanding-disputes\/dispute-timeframes\/\">Dispute timeframes<\/a> for an overview of the defense periods for different schemes.<\/p>\n<pre><code class=\"language-json\">{\n   \"live\":\"true\",\n   \"notificationItems\":[\n      {\n         \"NotificationRequestItem\":{\n           \"additionalData\":{\n               \"chargebackReasonCode\":\"10.4\",\n               \"modificationMerchantReferences\":\"\",\n               \"chargebackSchemeCode\":\"visa\",\n               \"disputeStatus\" : \"Lost\"\n            },\n            \"amount\":{\n               \"currency\":\"EUR\",\n               \"value\":1000\n            },\n            \"eventCode\":\"DISPUTE_DEFENSE_PERIOD_ENDED\",\n            \"eventDate\":\"2020-11-11T01:30:57+01:00\",\n            \"merchantAccountCode\":\"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\":\"YOUR_REFERENCE\",\n            \"originalReference\":\"9914444444444444\",\n            \"paymentMethod\":\"visa\",\n            \"pspReference\":\"9915555555555555\",\n            \"reason\":\"Other Fraud-Card Absent Environment\",\n            \"success\":\"true\"\n         }\n      }\n   ]\n}<\/code><\/pre>\n<h2 id=\"issuer_response_timeframe_expired\">ISSUER_RESPONSE_TIMEFRAME_EXPIRED<\/h2>\n<pre><code class=\"language-json\">{\n   \"live\" : \"true\",\n   \"notificationItems\" : [\n      {\n         \"NotificationRequestItem\" : {\n            \"additionalData\" : {\n               \"chargebackReasonCode\" : \"13.1\",\n               \"chargebackSchemeCode\" : \"visa\",\n               \"modificationMerchantReferences\" : \"\",\n               \"disputeStatus\" : \"Won\"\n            },\n            \"amount\" : {\n               \"currency\" : \"USD\",\n               \"value\" : 10000\n            },\n            \"eventCode\" : \"ISSUER_RESPONSE_TIMEFRAME_EXPIRED\",\n            \"eventDate\" : \"2021-05-19T09:35:14+02:00\",\n            \"merchantAccountCode\" : \"YOUR_MERCHANT_ACCOUNT\",\n            \"originalReference\" : \"9914444444444444\",\n            \"merchantReference\" : \"YOUR_REFERENCE\",\n            \"paymentMethod\" : \"visa\",\n            \"pspReference\" : \"9915555555555555\",\n            \"reason\" : \"Merchandise\/Services Not Received\",\n            \"success\" : \"true\"\n         }\n      }\n   ]\n}<\/code><\/pre>\n<h2 id=\"issuer_comments\">ISSUER_COMMENTS<\/h2>\n<p>For examples of which issuer comments you can receive, see <a href=\"\/risk-management\/disputes-api\/dispute-notifications\/issuer-comments\">issuer comments<\/a>.<\/p>\n<pre><code class=\"language-json\">{\n   \"live\" : \"true\",\n   \"notificationItems\" : [\n      {\n         \"NotificationRequestItem\" : {\n            \"additionalData\" : {\n                \"chargebackReasonCode\" : \"13.3\",\n                \"chargebackSchemeCode\" : \"visa\",\n                \"issuerComments.type\": \"chargeback\",\n                \"issuerComments.disputeAmountChangeReason\": \"some_text\",\n                \"issuerComments.cancellationMethod\": \"some_text\",\n                \"issuerComments.orderDetailsNotAsDescribed\": \"some_text\",\n                \"issuerComments.explanation\": \"some_text\",\n                \"issuerComments.damagedOrDefectiveOrderInfo\": \"some_text\",\n                \"issuerComments.howChAttemptReturnAndDispOfMerchandise\": \"some_text\",\n                \"issuerComments.whatWasNotReceived\": \"some_text\",\n                \"issuerComments.cancellationDate\": \"some_text\"\n            },\n            \"amount\" : {\n               \"currency\" : \"EUR\",\n               \"value\" : 1000\n            },\n            \"eventCode\" : \"ISSUER_COMMENTS\",\n            \"eventDate\" : \"2021-05-17T09:35:14+02:00\",\n            \"merchantAccountCode\" : \"YOUR_MERCHANT_ACCOUNT\",\n            \"originalReference\" : \"9914444444444444\",\n            \"merchantReference\" : \"YOUR_REFERENCE\",\n            \"paymentMethod\" : \"visa\",\n            \"pspReference\" : \"9915555555555555\",\n            \"reason\" : \"Not as Described or Defective Merchandise\/Services\",\n            \"success\" : \"true\"\n         }\n      }\n   ]\n}<\/code><\/pre>\n<h2 id=\"see-also\">See also<\/h2>\n<div class=\"see-also-links output-inline\" id=\"see-also\">\n<ul><li><a href=\"\/risk-management\/understanding-disputes\"\n                        target=\"_self\"\n                        >\n                    Understanding and defending disputes\n                <\/a><\/li><li><a href=\"\/development-resources\/webhooks\"\n                        target=\"_self\"\n                        >\n                    Webhooks\n                <\/a><\/li><\/ul><\/div>\n","url":"https:\/\/docs.adyen.com\/risk-management\/disputes-api\/dispute-notifications","articleFields":{"description":"Learn about dispute events that trigger a webhook message.","id":"24217630","type":"page","_expandable":{"operations":""},"status":"current","last_edit_on":"30-10-2020 11:38","page_id":"9794c783-6285-4765-9a2e-8d9db7d30399","feedback_component":true,"filters_component":false,"decision_tree":"[]"},"algolia":{"url":"https:\/\/docs.adyen.com\/risk-management\/disputes-api\/dispute-notifications","title":"Dispute webhooks","content":"Adyen sends you a webhook message when a payment is disputed. You can use these webhook messages to alert staff of (pending) chargebacks, so that they can take appropriate action.\nA dispute webhook message contains:\n\neventCode: Indicates an event type in the dispute process.\npspReference: The PSP reference of the dispute. All events related to a dispute have the same PSP reference.\noriginalReference: The PSP reference of the disputed payment.\n\nMost webhook messages also contain a dispute status in the additionalData object. The disputeStatus field gives more information about the status of the dispute at the time of the event. For example, if the dispute was won, lost, has expired or is pending.\n\nThe disputeStatus is not returned in webhook messages for disputed payments processed in Brazil.\n\nRequirements\nBefore you begin, take into account the following requirements and limitations.\n\n\n\nRequirement\nDescription\n\n\n\n\nIntegration type\nMake sure that you have built an online payments integration.\n\n\nCustomer Area roles\nTo manage webhooks in the Customer Area, make sure that you have one of the following roles: Merchant adminMerchant technical integrator\n\n\nWebhooks\nFollow the steps on this page to subscribe to the Standard webhook and enable dispute events. For some dispute event types, additional configuration is required.\n\n\nLimitations\nThe disputeStatus is not returned in webhook messages for disputed payments processed in Brazil.\n\n\nSetup steps\nYou can manage disputes using the Disputes API or the Customer Area. For either flow, we recommend that you: Understand the general dispute flow.Review the chargeback guidelines for specific card schemes and other payment methods that you use.Know the scenarios when Adyen automatically handles disputes on your behalf.\n\n\n\nDispute events\nThe following tables show an overview of the dispute event types, what they mean, and where applicable, the possible values for the dispute status:\n\n    \n\n\n\nWebhook eventCode\nDescription\nPossible disputeStatus values\n\n\n\n\nNOTIFICATION_OF_FRAUD\nThe alert passed on by issuers to schemes and subsequently to processors. Visa calls them TC40 and Mastercard calls them System to Avoid Fraud Effectively (SAFE). These are informational webhooks offered at no charge by Adyen, letting you take action, such as blocking a shopper or issuing a refund before a chargeback is incurred.\nNot applicable\n\n\nREQUEST_FOR_INFORMATION\nInformation requested for this payment.\nUnrespondedRespondedExpired\n\n\nNOTIFICATION_OF_CHARGEBACK\nAdyen has received a notification from the scheme that a chargeback is incoming on a payment. This webhook informs you of that event. This is your starting point for the defense, and marks the start of the defense period. Use the Disputes API or the Customer Area to evaluate the chargeback. You can now start your defense, you do not have to wait for the  CHARGEBACK webhook.\nUndefendedPending\n\n\nINFORMATION_SUPPLIED\nYou have successfully uploaded your dispute defense documents, or Adyen has auto-defended the dispute.\nRespondedPending\n\n\nCHARGEBACK\nA payment was charged back.\nUndefendedPendingLostAccepted\n\n\nSECOND_CHARGEBACK\nThe issuing bank declines the material submitted during defense of the original chargeback.\nLost\n\n\nCHARGEBACK_REVERSED\nA chargeback has been defended towards the issuing bank, and the disputed amount was transferred back to your account. The dispute status will be Pending while the issuing bank reviews the material. This stage is\u00a0not\u00a0final and a \"second\" chargeback can be presented by the issuing bank, resulting in losing the chargeback case.Only for the Visa allocation flow, the final status can be Won if the issuing bank accepts the defense in pre-arbitration.\nPendingWon (Visa allocation flow only)\n\n\nPREARBITRATION_WON\nThe pre-arbitration case that was initiated has been accepted by the cardholder's bank. This event code is only used for disputes that can include pre-arbitration, such as the Visa allocation flow or the UnionPay flow.\nWon\n\n\nPREARBITRATION_LOST\nThe pre-arbitration case that was initiated has been declined by the cardholder's bank. This event code is only used for disputes that can include pre-arbitration, such as the Visa allocation flow or the UnionPay flow. \nLost\n\n\nPREARBITRATION_OPEN\nThe issuer has declined your defense and has opened a pre-arbitration case. When you are eligible, and the dispute flow supports it, you can accept or decline the pre-arbitration case yourself. This requires additional configuration and approval from Adyen. Reach out to our Support Team or your Adyen contact for more details.\nUndefended\n\n\nPREARBITRATION_ACCEPTED\nYou (partially) accept the pre-arbitration case that was opened by the issuer.\nPending\n\n\nPREARBITRATION_DECLINED\nYou decline the pre-arbitration case that was opened by the issuer.\nPending\n\n\nPREARBITRATION_ISSUER_WITHDRAWN\nThe pre-arbitration case was withdrawn by the issuer.\nPendingWon\n\n\nSCHEME_ARBITRATION\nThe issuer escalates the pre-arbitration case that you declined.\nPending\n\n\nSCHEME_ARBITRATION_WON\nThe scheme has ruled in your favor.\nWon\n\n\nSCHEME_ARBITRATION_LOST\nThe scheme has ruled in favor of the issuer.\nLost\n\n\nDISPUTE_DEFENSE_PERIOD_ENDED\nYou have not defended the dispute within the timeframe, or the defense period ended because you accepted liability for the chargeback and will not defend the dispute.\nUndefendedLostAccepted\n\n\nISSUER_RESPONSE_TIMEFRAME_EXPIRED\nThe issuer either accepted your defense of the dispute, or did not respond in time.\nWon\n\n\nISSUER_COMMENTS\nIncludes any free-text issuer comments that include relevant information about the dispute process, such as why the issuer decided to initiate or continue the dispute. You can receive issuer comments for chargebacks and pre-arbitration cases.\nNot applicable\n\n\n\n\n\n\nEnable webhooks\nMake sure that you set up a Standard webhook, and that you select all dispute events. For details on how to configure and manage webhooks, refer to\u00a0Webhooks.\nA dispute webhook message can contain two PSP references:\n\npspReference: The PSP reference of the dispute. All events related to a dispute have the same PSP reference.\noriginalReference: The PSP reference of the disputed payment.\n\nTo return the PSP reference of the payment in the originalReference field, and the PSP reference of the dispute in the pspReference for the event types CHARGEBACK_REVERSED, SECOND_CHARGEBACK, PREARBITRATION_WON and PREARBITRATION_LOST, follow these steps:\n\nLog in to your\u00a0Customer Area\nGo to\u00a0Developers\u00a0&gt;\u00a0Webhooks.\nNext to\u00a0Standard webhook\u00a0select the edit webhook icon .\nUnder Additional Settings &gt; Risk select the edit icon .\nEnable\u00a0Include the originalReference for CHARGEBACK_REVERSED events, and then select Apply.\nSelect Save changes.\n\nNOTIFICATION_OF_FRAUD\nFor possible values for the\u00a0reason\u00a0and\u00a0nofReasonCode\u00a0 fields, refer to Dispute reason codes.\n{\n   \"live\":\"true\",\n   \"notificationItems\":[\n      {\n         \"NotificationRequestItem\":{\n            \"additionalData\":{\n               \"modificationMerchantReferences\":\"\",\n               \"nofReasonCode\":\"6\",\n               \"paymentMethodVariant\":\"mcsuperpremiumcredit\",\n               \"nofSchemeCode\":\"mc\",\n            },\n            \"amount\":{\n               \"currency\":\"USD\",\n               \"value\":10089\n            },\n            \"eventCode\":\"NOTIFICATION_OF_FRAUD\",\n            \"eventDate\":\"2020-07-19T04:01:13+02:00\",\n            \"merchantAccountCode\":\"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\":\"YOUR_REFERENCE\",\n            \"originalReference\":\"9913333333333333\",\n            \"paymentMethod\":\"mc\",\n            \"pspReference\":\"9915555555555555\",\n            \"reason\":\"Card Not Present Fraud\",\n            \"success\":\"true\"\n         }\n      }\n   ]\n}\nREQUEST_FOR_INFORMATION\nFor possible values for the\u00a0reason\u00a0and\u00a0rfiReasonCode\u00a0 fields, refer to Dispute reason codes.\n{\n   \"live\":\"true\",\n   \"notificationItems\":[\n      {\n         \"NotificationRequestItem\":{\n            \"additionalData\":{\n                \"rfiSchemeCode\":\"visa\",\n                \"modificationMerchantReferences\":\"\",\n                \"rfiReasonCode\":\"28\",\n                \"defensePeriodEndsAt\":\"2021-05-06T22:09:50+02:00\",\n                \"disputeStatus\" : \"Unresponded\"\n            },\n             \"amount\":{\n               \"currency\":\"USD\",\n               \"value\":1000\n            },\n            \"eventCode\":\"REQUEST_FOR_INFORMATION\",\n            \"eventDate\":\"2021-04-18T22:09:50+01:00\",\n            \"merchantAccountCode\":\"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\":\"YOUR_REFERENCE\",\n            \"originalReference\":\"9913333333333333\",\n            \"paymentMethod\":\"visa\",\n            \"pspReference\":\"9915555555555555\",\n            \"reason\":\"Request for copy bearing signature\",\n            \"success\":\"true\"\n         }\n      }\n   ]\n}\nNOTIFICATION_OF_CHARGEBACK\nFor a list of all values for\u00a0reason\u00a0and\u00a0chargebackReasonCode\u00a0 fields, refer to Dispute reason codes.\n{\n   \"live\":\"true\",\n   \"notificationItems\":[\n      {\n         \"NotificationRequestItem\":{\n            \"additionalData\":{\n               \"chargebackReasonCode\":\"10.4\",\n               \"modificationMerchantReferences\":\"\",\n               \"chargebackSchemeCode\":\"visa\",\n               \"defensePeriodEndsAt\":\"2021-05-24T16:05:30+03:00\",\n               \"autoDefended\":\"false\",\n               \"defendable\":\"true\",\n               \"disputeStatus\":\"Undefended\"\n            },\n            \"amount\":{\n               \"currency\":\"EUR\",\n               \"value\":1000\n            },\n            \"eventCode\":\"NOTIFICATION_OF_CHARGEBACK\",\n            \"eventDate\":\"2021-05-06T16:05:30+03:00\",\n            \"merchantAccountCode\":\"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\":\"YOUR_REFERENCE\",\n            \"originalReference\":\"9913333333333333\",\n            \"paymentMethod\":\"visa\",\n            \"pspReference\":\"9915555555555555\",\n            \"reason\":\"Other Fraud-Card Absent Environment\",\n            \"success\":\"true\"\n         }\n      }\n   ]\n}\nINFORMATION_SUPPLIED\nFor a list of all values for\u00a0reason\u00a0and\u00a0chargebackReasonCode\u00a0 fields, refer to Dispute reason codes.\n{\n   \"live\" : \"true\",\n   \"notificationItems\" : [\n      {\n         \"NotificationRequestItem\" : {\n            \"additionalData\" : {\n               \"chargebackReasonCode\" : \"13.3\",\n               \"chargebackSchemeCode\" : \"visa\",\n               \"disputeStatus\" : \"Pending\"\n            },\n            \"amount\" : {\n               \"currency\" : \"USD\",\n               \"value\" : 10000\n            },\n            \"eventCode\" : \"INFORMATION_SUPPLIED\",\n            \"eventDate\" : \"2021-05-17T09:35:14+02:00\",\n            \"merchantAccountCode\" : \"YOUR_MERCHANT_ACCOUNT\",\n            \"originalReference\" : \"9914444444444444\",\n            \"merchantReference\" : \"YOUR_REFERENCE\",\n            \"paymentMethod\" : \"visa\",\n            \"pspReference\" : \"9915555555555555\",\n            \"reason\" : \"Not as Described or Defective Merchandise\/Services\",\n            \"success\" : \"true\"\n         }\n      }\n   ]\n}\nCHARGEBACK\nFor a list of all values for\u00a0reason\u00a0and\u00a0chargebackReasonCode\u00a0 fields, refer to Dispute reason codes.\n{\n   \"live\":\"true\",\n   \"notificationItems\":[\n      {\n         \"NotificationRequestItem\":{\n            \"additionalData\":{\n               \"chargebackReasonCode\":\"10.4\",\n               \"modificationMerchantReferences\":\"\",\n               \"chargebackSchemeCode\":\"visa\",\n               \"defensePeriodEndsAt\":\"2021-05-24T22:09:50+02:00\",\n               \"defendable\" : \"true\",\n               \"disputeStatus\" : \"Undefended\"\n            },\n            \"amount\":{\n               \"currency\":\"EUR\",\n               \"value\":1000\n            },\n            \"eventCode\":\"CHARGEBACK\",\n            \"eventDate\":\"2021-05-06T22:09:50+02:00\",\n            \"merchantAccountCode\":\"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\":\"YOUR_REFERENCE\",\n            \"originalReference\":\"9913333333333333\",\n            \"paymentMethod\":\"visa\",\n            \"pspReference\":\"9915555555555555\",\n            \"reason\":\"Other Fraud-Card Absent Environment\",\n            \"success\":\"true\"\n         }\n      }\n   ]\n}\u00a0\nSECOND_CHARGEBACK\nFor a list of all values for\u00a0reason\u00a0and\u00a0chargebackReasonCode\u00a0 fields, refer to Dispute reason codes.\nTo return the originalReference in the SECOND_CHARGEBACK webhook:\n\nLog in to your\u00a0Customer Area\nGo to\u00a0Developers\u00a0&gt;\u00a0Webhooks.\nNext to\u00a0Standard webhook\u00a0select the edit webhook icon .\nUnder Additional Settings &gt; Risk select the edit icon .\nEnable\u00a0Include the originalReference for CHARGEBACK_REVERSED events, and then select Apply.\nSelect Save changes.\n{\n\"live\" : \"true\",\n\"notificationItems\" : [\n  {\n     \"NotificationRequestItem\" : {\n        \"additionalData\" : {\n           \"chargebackReasonCode\" : \"13.1\",\n           \"modificationMerchantReferences\" : \"\",\n           \"chargebackSchemeCode\" : \"visa\",\n           \"disputeStatus\" : \"Lost\"\n        },\n        \"amount\" : {\n           \"currency\" : \"GBP\",\n           \"value\" : 10000\n        },\n        \"eventCode\" : \"SECOND_CHARGEBACK\",\n        \"eventDate\" : \"2020-03-13T11:35:42+01:00\",\n        \"merchantAccountCode\" : \"YOUR_MERCHANT_ACCOUNT\",\n        \"merchantReference\" : \"YOUR_REFERENCE\",\n        \"originalReference\":\"9913333333333333\",\n        \"paymentMethod\" : \"visa\",\n        \"pspReference\" : \"9915555555555555\",\n        \"reason\" : \"Merchandise\/Services Not Received\",\n        \"success\" : \"true\"\n     }\n  }\n]\n}\n\nCHARGEBACK_REVERSED\nTo return the originalReference in the CHARGEBACK_REVERSED webhook:\n\nLog in to your\u00a0Customer Area\nGo to\u00a0Developers\u00a0&gt;\u00a0Webhooks.\nNext to\u00a0Standard webhook\u00a0select the edit webhook icon .\nUnder Additional Settings &gt; Risk select the edit icon .\nEnable\u00a0Include the originalReference for CHARGEBACK_REVERSED events, and then select Apply.\nSelect Save changes.\n\n{\n   \"live\":\"true\",\n   \"notificationItems\":[\n      {\n         \"NotificationRequestItem\":{\n            \"additionalData\" : {\n                \"disputeStatus\" : \"Pending\"\n            },\n            \"amount\":{\n               \"currency\":\"EUR\",\n               \"value\":1000\n            },\n            \"eventCode\":\"CHARGEBACK_REVERSED\",\n            \"eventDate\":\"2020-03-23T13:55:31+01:00\",\n            \"merchantAccountCode\":\"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\":\"YOUR_REFERENCE\",\n            \"originalReference\":\"9913333333333333\",\n            \"paymentMethod\":\"mc\",\n            \"pspReference\":\"9915555555555555\",\n            \"reason\":\"No Cardholder Authorization\",\n            \"success\":\"true\"\n         }\n      }\n   ]\n}\nPREARBITRATION_WON\nTo return the originalReference in the PREARBITRATION_WON webhook:\n\nLog in to your\u00a0Customer Area\nGo to\u00a0Developers\u00a0&gt;\u00a0Webhooks.\nNext to\u00a0Standard webhook\u00a0select the edit webhook icon .\nUnder Additional Settings &gt; Risk select the edit icon .\nEnable\u00a0Include the originalReference for CHARGEBACK_REVERSED events, and then select Apply.\nSelect Save changes.\n\n{\n   \"live\":\"true\",\n   \"notificationItems\":[\n      {\n         \"NotificationRequestItem\":{\n            \"additionalData\" : {\n               \"disputeStatus\" : \"Won\"\n            },\n            \"amount\":{\n               \"currency\":\"EUR\",\n               \"value\":1000\n            },\n            \"eventCode\":\"PREARBITRATION_WON\",\n            \"eventDate\":\"2020-03-23T13:55:31+01:00\",\n            \"merchantAccountCode\":\"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\":\"YOUR_REFERENCE\",\n            \"originalReference\":\"9913333333333333\",\n            \"paymentMethod\":\"visa\",\n            \"pspReference\":\"9915555555555555\",\n            \"reason\":\"Other Fraud-Card Absent Environment\",\n            \"success\":\"true\"\n         }\n      }\n   ]\n}\nPREARBITRATION_LOST\nTo return the originalReference in the PREARBITRATION_LOST webhook:\n\nLog in to your\u00a0Customer Area\nGo to\u00a0Developers\u00a0&gt;\u00a0Webhooks.\nNext to\u00a0Standard webhook\u00a0select the edit webhook icon .\nUnder Additional Settings &gt; Risk select the edit icon .\nEnable\u00a0Include the originalReference for CHARGEBACK_REVERSED events, and then select Apply.\nSelect Save changes.\n\n{\n   \"live\":\"true\",\n   \"notificationItems\":[\n      {\n         \"NotificationRequestItem\":{\n            \"additionalData\" : {\n              \"disputeStatus\" : \"Lost\"\n            },\n            \"amount\":{\n               \"currency\":\"EUR\",\n               \"value\":1000\n            },\n            \"eventCode\":\"PREARBITRATION_LOST\",\n            \"eventDate\":\"2020-03-23T13:55:31+01:00\",\n            \"merchantAccountCode\":\"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\":\"YOUR_REFERENCE\",\n            \"originalReference\":\"9913333333333333\",\n            \"paymentMethod\":\"visa\",\n            \"pspReference\":\"9915555555555555\",\n            \"reason\":\"Other Fraud-Card Absent Environment\",\n            \"success\":\"true\"\n         }\n      }\n   ]\n}\nPREARBITRATION_OPEN\nApplies only when you handle pre-arbitration cases yourself.\n{\n   \"live\" : \"true\",\n   \"notificationItems\" : [\n      {\n         \"NotificationRequestItem\" : {\n            \"additionalData\" : {\n                \"disputeStatus\" : \"Undefended\"\n            },\n            \"amount\" : {\n               \"currency\" : \"EUR\",\n               \"value\" : 1000\n            },\n            \"eventCode\" : \"PREARBITRATION_OPEN\",\n            \"eventDate\" : \"2025-10-01T12:40:39+02:00\",\n            \"merchantAccountCode\" : \"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\" : \"YOUR_REFERENCE\",\n            \"paymentMethod\" : \"visa\",\n            \"pspReference\" : \"NC6HT9CRT65ZGN82\",\n            \"reason\" : \"Not as Described or Defective Merchandise\/Services\",\n            \"success\" : \"true\"\n         }\n      }\n   ]\n}\n\nPREARBITRATION_ACCEPTED\nApplies only when you handle pre-arbitration cases yourself.\n{\n   \"live\" : \"true\",\n   \"notificationItems\" : [\n      {\n         \"NotificationRequestItem\" : {\n            \"additionalData\" : {\n               \"captureMerchantReference\" : \"YOUR_CAPTURE_REFERENCE\",\n               \"capturePspReference\" : \"KHQC5N7G84BLNK43\",\n               \"disputeStatus\" : \"Pending\"\n            },\n            \"amount\" : {\n               \"currency\" : \"USD\",\n               \"value\" : 1500\n            },\n            \"eventCode\" : \"PREARBITRATION_ACCEPTED\",\n            \"eventDate\" : \"2025-10-01T12:46:09+02:00\",\n            \"merchantAccountCode\" : \"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\" : \"YOUR_REFERENCE\",\n            \"originalReference\" : \"JDD6LKT8MBLZNN84\",\n            \"paymentMethod\" : \"mc\",\n            \"pspReference\" : \"MKR8T9CRT65ZGN15\",\n            \"reason\" : \"No Cardholder Authorisation\",\n            \"success\" : \"true\"\n         }\n      }\n   ]\n}\nPREARBITRATION_DECLINED\nApplies only when you handle pre-arbitration cases yourself.\n{\n   \"live\" : \"true\",\n   \"notificationItems\" : [\n      {\n         \"NotificationRequestItem\" : {\n            \"additionalData\" : {\n               \"captureMerchantReference\" : \"YOUR_CAPTURE_REFERENCE\",\n               \"capturePspReference\" : \"QBQQ9DLNRHHKGK38\",\n               \"disputeStatus\" : \"Pending\"\n            },\n            \"amount\" : {\n               \"currency\" : \"EUR\",\n               \"value\" : 1000\n            },\n            \"eventCode\" : \"PREARBITRATION_DECLINED\",\n            \"eventDate\" : \"2025-10-01T12:51:33:56+02:00\",\n            \"merchantAccountCode\" : \"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\" : \"YOUR_REFERENCE\",\n            \"originalReference\" : \"M5N7TQ4TG5PFWR50\",\n            \"paymentMethod\" : \"visa\",\n            \"pspReference\" : \"WNS7WQ756L2GWR82\",\n            \"reason\" : \"Misrepresentation\",\n            \"success\" : \"true\"\n         }\n      }\n   ]\n}\nPREARBITRATION_ISSUER_WITHDRAWN\nApplies only when you handle pre-arbitration cases yourself. This webhook message is sent when the issuer has withdrawn the pre-arbitration case.\nSCHEME_ARBITRATION\nApplies only when you handle pre-arbitration cases yourself. This webhook message can be sent before you have made a decision to accept or decline, or after you have declined the pre-arbitration case.\nSCHEME_ARBITRATION_WON\nApplies only when you handle pre-arbitration cases yourself. The payment scheme has ruled that the issuer is liable for the dispute.\nSCHEME_ARBITRATION_LOST\nApplies only when you handle pre-arbitration cases yourself. The payment scheme has ruled that you are liable for the dispute.\nDISPUTE_DEFENSE_PERIOD_ENDED\nSee Dispute timeframes for an overview of the defense periods for different schemes.\n{\n   \"live\":\"true\",\n   \"notificationItems\":[\n      {\n         \"NotificationRequestItem\":{\n           \"additionalData\":{\n               \"chargebackReasonCode\":\"10.4\",\n               \"modificationMerchantReferences\":\"\",\n               \"chargebackSchemeCode\":\"visa\",\n               \"disputeStatus\" : \"Lost\"\n            },\n            \"amount\":{\n               \"currency\":\"EUR\",\n               \"value\":1000\n            },\n            \"eventCode\":\"DISPUTE_DEFENSE_PERIOD_ENDED\",\n            \"eventDate\":\"2020-11-11T01:30:57+01:00\",\n            \"merchantAccountCode\":\"YOUR_MERCHANT_ACCOUNT\",\n            \"merchantReference\":\"YOUR_REFERENCE\",\n            \"originalReference\":\"9914444444444444\",\n            \"paymentMethod\":\"visa\",\n            \"pspReference\":\"9915555555555555\",\n            \"reason\":\"Other Fraud-Card Absent Environment\",\n            \"success\":\"true\"\n         }\n      }\n   ]\n}\nISSUER_RESPONSE_TIMEFRAME_EXPIRED\n{\n   \"live\" : \"true\",\n   \"notificationItems\" : [\n      {\n         \"NotificationRequestItem\" : {\n            \"additionalData\" : {\n               \"chargebackReasonCode\" : \"13.1\",\n               \"chargebackSchemeCode\" : \"visa\",\n               \"modificationMerchantReferences\" : \"\",\n               \"disputeStatus\" : \"Won\"\n            },\n            \"amount\" : {\n               \"currency\" : \"USD\",\n               \"value\" : 10000\n            },\n            \"eventCode\" : \"ISSUER_RESPONSE_TIMEFRAME_EXPIRED\",\n            \"eventDate\" : \"2021-05-19T09:35:14+02:00\",\n            \"merchantAccountCode\" : \"YOUR_MERCHANT_ACCOUNT\",\n            \"originalReference\" : \"9914444444444444\",\n            \"merchantReference\" : \"YOUR_REFERENCE\",\n            \"paymentMethod\" : \"visa\",\n            \"pspReference\" : \"9915555555555555\",\n            \"reason\" : \"Merchandise\/Services Not Received\",\n            \"success\" : \"true\"\n         }\n      }\n   ]\n}\nISSUER_COMMENTS\nFor examples of which issuer comments you can receive, see issuer comments.\n{\n   \"live\" : \"true\",\n   \"notificationItems\" : [\n      {\n         \"NotificationRequestItem\" : {\n            \"additionalData\" : {\n                \"chargebackReasonCode\" : \"13.3\",\n                \"chargebackSchemeCode\" : \"visa\",\n                \"issuerComments.type\": \"chargeback\",\n                \"issuerComments.disputeAmountChangeReason\": \"some_text\",\n                \"issuerComments.cancellationMethod\": \"some_text\",\n                \"issuerComments.orderDetailsNotAsDescribed\": \"some_text\",\n                \"issuerComments.explanation\": \"some_text\",\n                \"issuerComments.damagedOrDefectiveOrderInfo\": \"some_text\",\n                \"issuerComments.howChAttemptReturnAndDispOfMerchandise\": \"some_text\",\n                \"issuerComments.whatWasNotReceived\": \"some_text\",\n                \"issuerComments.cancellationDate\": \"some_text\"\n            },\n            \"amount\" : {\n               \"currency\" : \"EUR\",\n               \"value\" : 1000\n            },\n            \"eventCode\" : \"ISSUER_COMMENTS\",\n            \"eventDate\" : \"2021-05-17T09:35:14+02:00\",\n            \"merchantAccountCode\" : \"YOUR_MERCHANT_ACCOUNT\",\n            \"originalReference\" : \"9914444444444444\",\n            \"merchantReference\" : \"YOUR_REFERENCE\",\n            \"paymentMethod\" : \"visa\",\n            \"pspReference\" : \"9915555555555555\",\n            \"reason\" : \"Not as Described or Defective Merchandise\/Services\",\n            \"success\" : \"true\"\n         }\n      }\n   ]\n}\nSee also\n\n\n                    Understanding and defending disputes\n                \n                    Webhooks\n                \n","type":"page","locale":"en","boost":17,"hierarchy":{"lvl0":"Home","lvl1":"Risk management","lvl2":"Manage disputes with the Disputes API","lvl3":"Dispute webhooks"},"hierarchy_url":{"lvl0":"https:\/\/docs.adyen.com\/","lvl1":"https:\/\/docs.adyen.com\/risk-management","lvl2":"https:\/\/docs.adyen.com\/risk-management\/disputes-api","lvl3":"\/risk-management\/disputes-api\/dispute-notifications"},"levels":4,"category":"Risk Management","category_color":"green","tags":["Dispute","webhooks"]}}